Coordinator, Financial Aid Customer Service
Houston Community College
Houston, TX 77002
Description
JOB SUMMARY
The Financial Aid and Customer Service Coordinator under the direction of the Team of Regional Managers, ensures the campus Financial Aid Offices are operating efficiently, delivering excellent customer service, and increased customer satisfaction and student success.
Ensures HCC’s compliance with federal and state regulations involving grants, loans and work-study, and work with other Student Services Departments as required.
ESSENTIAL FUNCTIONS
Assist the Team of Regional Managers with the daily operation of the campus Financial Aid Offices and staff work schedules.
Monitor the quality of customer service provided by the campus Financial Aid Office staff.
Comply with Family Educational Rights and Privacy Act (FERPA) regulations and ensure all FERPA regulations are met by the employees of the campus Financial Aid Offices.
Attend all mandatory trainings, meetings and requests additional assistance when needed.
Training may include, but are not limited to, traveling to various HCC locations including the District Office for extended lengths of time.
Develop staff work schedules, tracks attendance, and ensures the campus Financial Aid Offices are staffed appropriately to meet the students’ customer service needs.
Work with community organizations and high schools to provide professional assistance regarding financial aid events; including speakers, volunteers, and assistance in completing financial aid application.
Assist parents and students with the financial aid application process and addresses questions or concerns, using various communication methods (email, phone, in-person, text, etc. ).
Attend and provide Financial Aid information at HCC College events, high school workshops and other external community events, and assist students, parents and community members with the financial aid process.
This includes evening and weekend events.
Collaborate with the Team of Regional Managers to schedule coordinators and advisors to attend meetings and trainings or serve on committees.
Monitor the “Who’s Next” system and make adjustments as needed when students are experiencing longer than expected wait times.
Work with the Team of Regional Managers to evaluate and report metrics regarding customer service information including data obtained from the “Who’s Next” system.
Handle customer concerns and issues related to unsatisfactory service received.
Assist the Team of Regional Managers to implement and evaluate system-wide Customer Service Plan for the Financial Aid Office.
Provide coverage and leadership at various HCC Financial Aid Office locations as needed.
Work with other Student Services Departments to assist students with unusual situations and resolve issues to enable the student to be academically successful.
Assist the Team of Regional Managers with training Financial Aid Advisors, Customer Service Representatives, and Work-Study students.
Monitor and identify weaknesses in the Financial Aid Customer Service Operation and work with the Team of Regional Managers to address and eliminate the deficiency.
Hire, train and monitor Work-Study students employed by the campus Financial Aid Offices.
Collaborate with the District Work-Study Coordinator to provide campus support, and complete administrative process requirements needed to employ students in the College Work-Study Program.
Assist the front desk Customer Service Representatives with questions, concerns or unresolved student issues.
Monitor and evaluate the customer feedback system and works with Team of Regional Managers to resolve student issues.
Respond to all student and parent complaints, and collaborates with the Team of Regional Managers to address all complaints in a timely manner.
Enter data into the information management system accurately and in accordance with office policies and procedures.
Monitor the activity of Student Financial Aid - appeals, and ensures the appeals are processed in a timely manner.
Work with the Advisors to address questions regarding appeals and provide guidance and training regarding the appeal process.
Monitor the activity of dependency overrides and special circumstance requests.
Works with the Advisors to answer questions, provide guidance and training on the processing of overrides and special circumstances.
QUALIFICATIONS
Education & Experience
- Bachelor’s degree required
- Minimum 2 years professional work experience directly in a Student Financial Aid Office required; experience must be recent, within last 3 years (i.e., awarding financial aid, counseling/advising, accounting, federal/state administration, etc.)
- 1 year supervisory experience required
- Experience working with security sensitive and confidential records and high-volume customer service center
Licensing & Certification
- Valid Texas Driver License
Special Skills
- MS Office Programs
- Information Management Systems
- Budget Management
- Federal, State and Institutional Financial Aid Programs
Competencies
- Delivering High Quality Work
- Accepting Responsibility
- Serving Customers
- Supporting Organizational Goals
- Driving Continuous Improvement
- Acting with Integrity
- Thinking Critically
- Managing Change
- Communicating Effectively
Working Conditions
General Office. Must be able to perform all job requirements with or without reasonable accommodations; remain in a stationary position during shift; move items weighing up to 25 pounds; position self to operate job equipment; apply established protocols in a timely manner. Must access, input and retrieve information from technology devices; communicate with others to accomplish job requirements. May be required to work after hours to include weekends and holidays.
SECURITY SENSITIVE:
This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215
The Organization
Houston Community College (HCC) is composed of 14 Centers of Excellence and numerous satellite centers that serve the diverse communities in the Greater Houston area by preparing individuals to live and work in an increasingly international and technological society. HCC is one of the country’s largest singularly-accredited, open-admission, community colleges offering associate degrees, certificates, workforce training, and lifelong learning opportunities.
The Team
Play a central role at HCC as you keep our everyday operations running like clockwork. You’ll get the chance to make things happen and work closely with inspiring leaders across different parts of the institution. Whether your role is supportive, administrative, financial or something else, you’ll be part of a dynamic team that not only provides HCC students with cutting-edge academic and career tools, it also takes care of its people.
Location
Houston is a city with limitless possibilities:
- Fourth-largest city in the U.S. and home to 54 Fortune 500 companies, second only to New York City’s 55.
- Approximately 145 languages are spoken here.
- Overall after-taxes living costs are 5.6 percent below the average for all 308 urban areas recently surveyed.
- Houston is a major-league sports town, and don’t forget the annual Houston Livestock Show & Rodeo.
- The weather is great! Mild winters ensure that outdoor activities can be enjoyed year-round.
- World-renowned medical care. The Houston metro area has long been known for its first-rate healthcare system, with many Houston area hospitals consistently ranking among the nation’s top institutions.
- With over 150 museums and cultural institutions in the Greater Houston area, museums are a large part of Houston’s cultural scene.
- Houston is the Culture & Culinary Capital of Texas with more than 7,500 restaurants and eating establishments covering 60+ cuisines.
If this sounds like the role for you and you’re ready to join an amazing team, please apply right away.
EEO Statement
Houston Community College does not discriminate on the bases of race, color, religion, sex, gender identity and expression, national origin, age, disability, sexual orientation or veteran’s status. The following person has been designated to handle inquiries regarding the non-discrimination policies:
Sandra B. Jacobson, J.D., M.Ed., SHRM-SCP, Interim Director of EEO and Compliance & Title IX Coordinator
Office of Equal Opportunity and Title IX
PO Box 667517
Houston TX, 77266
713 718.8271 or hcc.oeotix@hccs.edu
HCC values its employees and their contributions, promotes opportunities for their professional growth and development, and provides a positive working and learning environment that encourages involvement, innovation, and creativity.
Individuals with disabilities, who require special accommodations to interview, should contact (713) 718-8565.