Financial Aid Associate

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

Job summary

Stanbridge University seeks a Financial Aid Associate to provide administrative, operational, and student-service support to the Financial Aid Department. You will be the first point of contact for prospective and current students, families, and other stakeholders, handling FAFSA assistance, deadlines, and documentation with a focus on accuracy and empathy.

The role requires maintaining organized records, responding to inquiries across channels, and supporting scheduling and follow-up activities

Qualifications

• Strong customer service orientation and clear communication.
• Experience supporting administrative tasks and recordkeeping.
• Ability to manage high volumes of inquiries via phone, email, and tickets.

Responsibilities

• Serve as a primary contact for prospective and current students and families seeking financial aid assistance.
• Manage the department's shared email inbox and service queue; route inquiries and escalate when needed.
• Conduct outreach to remind students of deadlines and follow-up on required documents.
• Provide administrative support and maintain accurate student records and documentation.
• Protect confidentiality of student information and comply with FERPA and university policies.

Skills

Customer service

Administrative support

Call-center operations

Student services

Communication skills

Education

High school diploma

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.