Office Support, One Stop Specialist-Financial Aid

Grand Rapids Community College

Job ID: 1581

Department: Financial Aid

Employee Group: APSS Contract

Schedule: Full Time, 40 hours/52 weeks (Monday ¿ Friday, 8:00am - 5:00 pm)

Compensation: $19.39 per hour

Benefits: Full Time

Reports to: Associate Director of Financial Aid Student Engagement and Eligibility

Posting Closes: October 26, 2023

SUMMARY

This position is responsible for the day-to-day customer service functions of the RJF Hall Student Services area. This is a high traffic, first line of contact for numerous services on campus. This includes assisting prospective, new, and current students in all aspects of the enrollment and financial aid processes. This position takes the lead with various admissions, enrollment and financial aid functions and works with other departments to provide excellent customer service to all students, staff and faculty of the college. This person serves as the resident expert on financial aid processes. Other responsibilities will include working with the Executive Director of Financial Aid to ensure quality and responsive services through various forms of communication and assisting with admissions processes. In addition, this position will assist in the supervision of student employees.

ESSENTIAL FUNCTIONS

• Foster a friendly, supportive, and welcoming environment for students and parents.
• Assist students and parents by providing information, directions, and next steps through in-person and virtual
contact, telephone, text messaging, and/or e-mail.
• Assist students in the use of technology to obtain information and submit applications, including, but not limited to, the Online Center, the GRCC admissions application, FSA ID, FAFSA on the Web, online student loan application process, the tuition payment plan, and the GRCC Foundation online scholarship application.
Provide extensive information regarding GRCC student services (i.e., application, enrollment, counseling services, etc.).
• Assist students and parents with interpreting their GRCC student account and planning for payment of educational expenses.
• Take a lead role in resolving front-line complaints and reducing frustrations.
• Serve as the lead for triaging, prioritizing, and organizing the front desk as well as being the first point of contact for inputting BIT reports or contacting campus police as issues arise.
• Refer students/parents to other Admissions, Enrollment, Financial Aid staff members and/or GRCC departments, as necessary.
• Assist in supervision of Student Services student employees.
• Assist students and parents with all aspects of the admissions and financial aid application and verification Processes.
• Image and link required financial aid documents received by paper or electronically through fax or email into the Image Now Perceptive Content system.
• Required to attend regularly, professional development and trainings pertaining to admissions, enrollment, financial aid, and other higher education updates.
• Assist in creating, reviewing and revising all financial aid communications and promotional/informational materials.
• Receive and respond to incoming phone calls to the Financial Aid office.
• Coordinate all incoming and outgoing office mail service.
• Assist in patch testing for updates to the Campus Wide Information System.
• Assist with ordering office supplies and printing services jobs.
• Handle and maintain highly confidential information, such as bio demographic information, social security numbers, grades, family situations, and income information appropriately and in compliance with FERPA, HEA, institutional and other regulatory data security protocols.
• Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position.
• Participate and assist with enrollment events, such as Raider Rally, Fall/Spring open houses, Ready Set Enroll, Orientation, and other such events, outside of normal working hours.
• Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position.
• Other duties as assigned.

JOB SPECIFICATIONS

Education Credentials

• Associate¿s Degree or comparable combination of relevant education and experience required.
• Fluency in Spanish preferred.

Work Experience

• Minimum of 3 years of experience in a customer service position required, preferably in higher education.
• Experience working with the administration of federal student financial aid programs and admissions preferred.
• Finalists must possess excellent proofreading skills and have aptitude for detailed work. A skills assessment may be required.

Skills

• Responsibility
• Teamwork
• Adaptability
• Listening
• Achievement
• Information Skills

Physical Demands

• Ability to lift and move up to 25 pounds
• Ability to sit for extended periods of time

Mental Demands

• Display patience, diplomacy, and excellent public relations skills; project professional image.
• Ability to serve students of diverse backgrounds, educational levels, and linguistic abilities.
• Must be efficient and possess good organization, problem solving, decision making, and complaint resolution skills.
• Must use good independent judgment in handling sensitive or difficult situations.
• Must maintain highest level of confidentiality.

Working Conditions

• GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website
• Ability to work evenings and weekends as needed.
• Ability to handle frequent interruptions.
• Travel to offsite locations may be required

METHOD OF APPLICATION

GRCC is only accepting online applications for this position at https://apptrkr.com/4691321. Submit a cover letter and resume. The opportunity to apply for this position will close at the end of the day on the close date referenced at the top of this job posting. Individuals with diverse backgrounds are encouraged to apply. Grand Rapids Community College is an equal opportunity employer. Visa sponsorship is not available.

HIRING PROCESS

GRCC uses an Evidence Based Selection Process, where we make data driven hiring decisions to help mitigate bias throughout the hiring process. As part of this process, candidates will participate in assessments (cognitive and behavioral), reference checks and interviews.

NONDISCRIMINATION STATEMENT

Grand Rapids Community College creates an inclusive learning and working environment that recognizes the value and dignity of each person. It is the policy and practice of GRCC to provide equal educational and employment opportunities regardless of age, race, color, religion, marital status, sex/gender, pregnancy, sexual orientation, gender identity, gender expression, height, weight, national origin, disability, political affiliation, familial status, veteran status or genetics in all programs, activities, services, employment and advancement including admissions to, access to, treatment in, or compensation in employment as required by state and federal law. GRCC is committed to reviewing all aspects of GRCC programs, activities, services and employment, including recruitment, selection, retention and promotion to identify and eliminate barriers in order to prevent discrimination on the basis of the listed protected characteristics. The college will not tolerate any form of retaliation against any person for bringing charges of discrimination or participating in an investigation. Further information may be obtained from the EEO Office or the Office of General Counsel, 143 Bostwick Avenue NE, Grand Rapids, MI 49503-3295.