Counselor, Client Services
Description of Work Unit
The Office of Financial Aid provides student-centered assistance by working under Federal, State and University guidance to enable students to enroll, manage their finances, achieve their academic goals, and graduate in a timely manner.
Reporting to the Assistant Director of Client Services, the Counselor is a critical member of the Client Services team whose primary role is to counsel via telephone, email and in-person with students, parents, applicants, and educational personnel in and outside of the University regarding financial aid, student billing, student employment, and tuition classification. In addition to a comprehensive working knowledge in these areas, the Counselor must demonstrate strong customer service skills including efficiency, accuracy, organization, and tact.
The successful candidate must be eligible to work in the United States by the proposed start date; OFA will not provide sponsorship for this position.
Required Job Qualifications
Bachelor’s degree from an accredited institution of higher education in the liberal arts, sciences, engineering, counseling, business, arts, agricultural sciences, communications, or a related field.
At least one year professional work experience providing counseling and/or assistance in a call center or other high-volume customer service environment.
Similar experience as a student employee in a college or university financial aid office may be considered.
Preferred Job Qualifications
Personal or professional commitment to diversity as demonstrated by persistent effort, active planning, allocation of resources and/or accountability for diversity outcomes.
Previous professional financial aid or college counseling experience.
Excellent written communications skills, as demonstrated by application materials submitted.
Demonstrated experience delivering excellent customer service to students, families, and both on- and off-campus constituents.
Demonstrated experience developing and presenting on financial aid and scholarship programs.
A strong understanding of the Land Grant Mission of Colorado State University.
Previous financial aid or scholarship selection experience.
Demonstrated ability to advise students on complex financial aid and scholarship issues in individual and group settings.
Personal and professional commitment to diversity as demonstrated by involvement in teaching, research, creative activity, service to the profession and/or diversity/inclusion activities.
Job Duty Category Recruiting & Outreach Duty/Responsibility
Represent Colorado State University at college events & high school financial aid nights. Answers questions & presenting information related to student financial aid, student billing, student employment, and tuition classification.
Also works daily with prospective students and their families to review options for funding their education.
Percentage Of Time 30 Job Duty Category Professional Development Duty/Responsibility
Remain current on all matters associated with financial aid, student billing, student employment, and tuition classification.
Develop professionally by attending trainings, staff meetings, seminars, and reading professional publications.
Percentage Of Time 15 Job Duty Category Counseling Duty/Responsibility
Beyond assisting incoming students and families through matriculation, the counselor also advises the continuing student throughout their educational career regarding financial matters that run the gamut of personal financial literacy and budgeting to paying their bill each semester, to assisting with any special circumstances involving their scholarships, loans, grants, work-study, residency, etc. . This is done through phone, email correspondence and face to face interactions.
The counselor supports university retention goals by connecting the student to on-campus and off-campus resources as needed. Many times while the student is visiting with the financial aid counselor, they will have additional needs which are best fitted to a different resource provider or advocacy office. The financial aid counselor serves as a connection point to get the student the help they need and will make referrals as appropriate.
Percentage Of Time 35 Job Duty Category Training Duty/Responsibility
The financial aid counselor adheres to a consistent training schedule throughout the year. Trainings require continual learning with leading subject matter experts in the areas of Loans, Scholarships, Special Programs, Student Eligibility, Student Employment, Tuition Classification/Residency and Client Services.
This ensures compliance with Title IV and other federal and state regulations in order to safeguard the institution. The counselor must also be well versed and trained in the most current policies and procedures of student account billing They must answer questions that a student or family may have regarding their financial responsibility to Colorado State University.
Percentage Of Time 15 Job Duty Category Colorado State University Information Resource Duty/Responsibility
Additionally, the counselor must be well rounded in their overall knowledge of campus resources so that a student can be successful. In addition to specific financial aid training topics, continual learning will take place about advocacy offices, specialized academic counseling services, and basics of how food and housing.
Percentage Of Time 5
Special Instructions to Applicants
References will not be contacted without prior notification of candidates.
Conditions of Employment Pre-employment Criminal Background Check (required for new hires), Valid Driver’s License, On-call Status - Addressing inherent technology issues, disbursement challenges, etc. which may require assistance during "off-work" hours, Travel - Travel to conferences for federal updates, industry training, etc.
Search Contact Sherry Yost, firstname.lastname@example.org
Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services.
Background Check Policy Statement
Colorado State University (CSU) strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks. The type of background check conducted varies by position and can include, but is not limited to, criminal (felony and misdemeanor) history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will be conducted when required by law or contract and when, in the discretion of the university, it is reasonable and prudent to do so.