SUMMARY STATEMENT
The Student Financial Aid Counselor – Customer Service serves as a frontline representative of the Student Financial Aid Office, providing direct, high-quality customer service to students and families. This position is responsible for managing in-person advising at the front counter, overseeing the department’s main communication platforms (text messaging, email), maintaining the departmental website, and supporting outreach and financial literacy initiatives. The counselor also assists with general financial aid counseling and presentations for college-wide events to support access, retention, and student success.

ORGANIZATIONAL RELATIONSHIPS
A. The Student Financial Aid Counselor – Customer Service reports to the Student Financial Aid Manager.

B. The Student Financial Aid Counselor – Customer Service coordinates most closely with the Student Financial Aid Office Staff, the Finance Office, Retention and Student Support Staff, Admission and Records staff, Workforce Solutions and Continuing Education staff, Coordinator of the Commercial Vehicle Transportation program, faculty, students, and parents.

ESSENTIAL DUTIES
A. Customer Service & Advising

1. Provide direct in-person support to students at the Student Financial Aid Office front counter, offering guidance on application processes, deadlines, and eligibility.

2. Triage inquiries and resolve routine financial aid concerns independently, escalating complex issues as appropriate.

3. Foster a welcoming, student-centered environment that prioritizes equity and access.

B. Digital Communications

1. Monitor and respond to department-wide communications through the office’s email and text messaging systems.

2. Ensure timely, accurate, and student-friendly responses that reflect institutional standards for tone and clarity.

3. Track communication trends to inform improvements in messaging and outreach strategy.

C. Website Management

1. Maintain and update content on the Student Financial Aid Office’s departmental website to ensure accuracy, accessibility, and user-friendliness.

2. Coordinate with internal departments to post current deadlines, policy changes, and resources.

3. Coordinate with IT and the Webmaster to make sure all forms are working and updated as needed.

D. Financial Aid Counseling Support

1. Assist students with completion of the FAFSA, verification documents, loan requests, and appeals.

2. Provide basic advising on federal, state, and institutional financial aid programs.

3. Support students with understanding their financial aid status, awards, and responsibilities.

E. Outreach and Education

1. Represent the Student Financial Aid Office at college recruitment, orientation, and retention events.

2. Deliver presentations and workshops on financial aid basics, FAFSA completion, and financial literacy topics.

3. Collaborate with campus departments to promote awareness of financial aid services and deadlines.

• One (1) year of professional financial aid experience at an institute of higher education required.

• Experience working with a diverse group of students in a community college is preferred.

• Experience with Datatel Colleague is ideal.

• Experience with web content and student communication platforms.

• Proficient computer skills and a knowledge of student on-line systems

• Strong ability to work with others in a team environment in a collegiate manner

• Ability to communicate effectively both orally and in writing

• Ability to deal tactfully and effectually with prospective students, guidance counselors and HCC staff

• Ability to work independently with minimal supervision.

WORKING ENVIRONMENT
It is a normal working environment with occasional evening and weekend work. Must be able to lift boxes of materials weighing 15 pounds.

APPLICATION DEADLINE

This position is considered open until filled. Applications will continue to be accepted until the position is filled and considered closed.

The College seeks to hire the best qualified candidate for each position. To support this philosophy and objective, the Human Resource Department provides a process to allow for a comprehensive search of candidates, inclusive of internal and external applicants.