Financial Aid Associate

Stanbridge University; Riverside (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

Stanbridge University in Riverside, CA seeks a Financial Aid Associate to provide administrative, operational, and student-service support within the Financial Aid Department. You will assist with FAFSA completion, gather documentation, and help current students and families navigate deadlines.

This role requires excellent customer service, attention to detail, and professional communication, handling high volumes of inquiries, scheduling, and data entry while maintaining FERPA compliance.

Qualifications

• High school diploma or equivalent.
• Experience in customer service, administrative support, or call-center operations.
• Excellent verbal and written communication skills.
• Ability to serve a diverse student population with empathy.
• Strong organizational skills, attention to detail, and follow-through.
• Ability to manage high volumes of calls, emails, and service requests.
• Knowledge of FERPA and confidentiality requirements.
• Ability to perform basic mathematical calculations accurately.

Responsibilities

• Serve as a primary contact for students, families, and external parties seeking financial aid assistance.
• Respond to questions about financial aid programs, documentation, deadlines, and eligibility.
• Explain policies clearly and assist with FAFSA completion and documentation.
• Manage shared email inbox, service queue, and voicemail for timely responses.
• Route complex matters to Financial Aid Officers and document resolutions.
• Schedule appointments and conduct outreach to remind about deadlines and requirements.
• Maintain accurate student records and support data entry and file management.
• Ensure confidentiality and FERPA-compliant handling of information.

Skills

Customer service

Verbal communication

Written communication

Organizational skills

Attention to detail

High volume handling

FERPA knowledge

Mathematical calculations

Education

High school diploma or equivalent

Job description

Position Summary

The Financial Aid Associate provides administrative, operational, and student-service support to the Financial Aid Department. This position serves as an accessible first point of contact for prospective students, current students, families, and other stakeholders seeking assistance with financial aid processes.

Position Summary

The Financial Aid Associate provides administrative, operational, and student-service support to the Financial Aid Department. This position serves as an accessible first point of contact for prospective students, current students, families, and other stakeholders seeking assistance with financial aid processes. The Financial Aid Associate manages a high volume of telephone, email, voicemail, and service-ticket communications; assists students and families with FAFSA completion and required documentation; supports appointment scheduling and follow-up; and routes complex matters to the appropriate Financial Aid Officer or department representative. The successful candidate will demonstrate excellent customer service, sound judgment, attention to detail, and the ability to communicate financial aid information clearly and professionally.

Essential Functions

Student and Family Support

• Serve as a primary point of contact for prospective students, current students, families, and external parties seeking financial aid assistance.
• Respond to general questions regarding financial aid programs, application processes, eligibility requirements, required documentation, and important deadlines.
• Explain financial aid policies and procedures clearly while remaining within the position's assigned authority and scope of responsibility.
• Assist students and families with completing the Free Application for Federal Student Aid (FAFSA).
• Help troubleshoot common FAFSA application issues and identify missing or incomplete information.
• Provide continuous support as prospective students transition to enrolled student status.
• Maintain a welcoming, professional, and service-oriented experience during every interaction.

Departmental Communication

• Manage the Financial Aid Department's shared email inbox and Freshdesk service queue.
• Review, prioritize, respond to, document, and appropriately route inquiries.
• Monitor departmental voicemail and return calls promptly and professionally.
• Answer and direct incoming telephone calls based on the nature and complexity of each inquiry.
• Escalate sensitive, complex, or regulated financial aid matters to the appropriate Financial Aid Officer or department leader.
• Ensure communications are accurate, timely, professional, and consistent with University policies.

Outreach and Follow-Up

• Conduct outbound calls, emails, and other approved outreach to students and families.
• Remind students and families of upcoming financial aid appointments, deadlines, and documentation requirements.
• Follow up on incomplete FAFSA applications and outstanding financial aid documents.
• Contact students who miss scheduled appointments with Financial Aid Officers or other department representatives.
• Encourage timely completion of financial aid requirements and clearly communicate appropriate next steps.
• Document outreach attempts, responses, and resolutions in designated University systems.

Administrative and Operational Support

• Provide administrative support to Financial Aid Officers and department leadership.
• Maintain accurate student records, communication notes, and supporting documentation.
• Perform data entry, document tracking, filing, scanning, and other record-management activities.
• Assist with scheduling appointments and coordinating student follow-up activities.
• Review records for completeness and identify missing, inconsistent, or potentially inaccurate information.
• Perform basic calculations and verify routine information as assigned.
• Support departmental projects, reporting, and other operational priorities.
• Maintain organized workflows while managing multiple deadlines and a high volume of student inquiries.

Compliance and Confidentiality

• Protect the confidentiality of student, family, and institutional information.
• Handle student education records in accordance with the Family Educational Rights and Privacy Act (FERPA), University policies, and applicable regulations.
• Follow established procedures governing financial aid communications, documentation, and record retention.
• Refer matters requiring professional judgment, regulatory interpretation, or financial aid awarding decisions to authorized personnel.
• Complete required training and remain informed of relevant departmental policies, procedures, and process updates.

Minimum Qualifications

• High school diploma or equivalent.
• Prior experience in customer service, administrative support, call-center operations, student services, or a comparable service-oriented environment.
• Excellent verbal and written communication skills.
• Ability to provide professional and empathetic service to a diverse student population.
• Strong organizational skills, attention to detail, and follow-through.
• Ability to manage a high volume of calls, emails, service requests, and administrative tasks in a deadline-driven environment.
• Working knowledge of office practices, recordkeeping, filing, and document-management procedures.
• Ability to perform basic mathematical calculations accurately.