Senior Financial Aid Counselor

University of North Carolina at Greensboro; Greensboro (NC); On-site; USD 47,379 - 54,128; Full time

Job summary

The University of North Carolina at Greensboro is seeking a Senior Financial Aid Counselor to resolve complex financial aid issues and provide advanced support to students, families, and frontline staff. This student‑facing role works with leadership to research cases, interpret regulations, and determine resolutions.

Responsibilities include managing the Emergency Loan Program, performing R2T4 reviews, and helping ensure compliance with federal, state, and institutional rules while mentoring

Qualifications

• Bachelor’s degree or equivalent combination of training and experience.
• Degrees must be from accredited institutions.

Responsibilities

• Serve as a resource for resolving complex financial aid cases escalated by frontline counselors.
• Provide guidance, mentorship, and training on advanced financial aid situations and regulatory interpretation.
• Communicate with students and families across multiple platforms (email, phone, chat, in-person, virtual).
• Participate in outreach activities to support FAFSA completion, student success, and community engagement.
• Review and complete Return to Title IV (R2T4) reviews and coordinate with the Registrar’s Office.

Skills

Communication

Critical thinking

Problem solving

Customer service

Education

Bachelor’s degree or equivalent

Accredited institutions

Job description

Position Summary

The Senior Financial Aid Counselor serves as a resource for resolving complex financial aid issues and provides advanced support to students, families, and frontline staff. This position works closely with leadership to research challenging cases, interpret regulations, and determine appropriate resolutions. The Senior Counselor administers the Emergency Loan Program, assists with Return to Title IV (R2T4) reviews, and helps ensure compliance with all applicable federal, state, and institutional regulations. The position works closely with the Senior Assistant Director for Counseling Services to support the onboarding, training, and mentorship of new and current front‑line counselors. This is a student‑facing role that requires strong communication, critical thinking, problem‑solving, and customer service skills.

Minimum Qualifications

• Bachelor’s degree; or equivalent combination of training and experience.
• All degrees must be received from appropriately accredited institutions.

Preferred Qualifications

• Two (2) to three (3) years of Higher Education experience.
• Demonstrated ability to train and mentor others.
• Ability to work with employees to gain understanding of work standards, processes, and procedures.

Compensation

Recruitment Range: $47,379 - $54,128

Elevated Counseling and Resolution Services (25%)

• Serve as a resource for resolving complex financial aid cases escalated by frontline counselors.
• Provide guidance, mentorship, and training to counselors on advanced financial aid situations and regulatory interpretation.
• Communicate with students and families across multiple platforms (email, phone, chat, in‑person, and virtual).
• Participate in outreach activities, including occasional evening and weekend events, to support financial aid awareness, FAFSA completion, student success, and community engagement.

Return to Title IV (R2T4) Reviews (20%)

• Serve as secondary processor to the Assistant Director of Satisfactory Academic Progress to review and complete R2T4 reviews.
• Ensure accurate and timely processing of R2T4 files in accordance with federal guidelines.
• Communicate with students whose aid is adjusted due to non‑attendance or withdrawal.
• Coordinate with faculty and the University Registrar’s Office to verify attendance and academic participation.

Aid Administration and Problem Resolution (15%)

• Review and adjust financial aid records in accordance with federal, state, and institutional regulations, including processing documentation, completing record corrections, and working with Assistant Directors and other staff on records requiring additional review.
• Identify opportunities to improve financial aid processes and service delivery, through the evaluation, testing, implementation, and refinement of policies and procedures.
• Serve as a resource for counselors regarding unusual or complex aid situations, providing guidance on regulatory interpretation and institutional policy application.
• Partner with offices such as Admissions, Registrar, Student Accounts, and Information Technology to address aid‑related issues that require coordination across departments.
• Maintain expertise in federal, state, and institutional financial aid programs to ensure accurate and compliant processing of aid adjustments and student records.

Operational Support and Staff Development (10%)

• Support the Senior Assistant Director of Counseling Services by assisting with daily workflow coordination, service continuity, and resolution of operational issues affecting frontline counseling services.
• Assist with the onboarding, training, mentorship, and ongoing development of new counselors and student employees.
• Serve as a backup resource for frontline counseling services by assisting students and families through in‑person, phone, email, and virtual interactions during periods of high demand, staff absences, or operational needs.
• Deliver internal training and contribute to staff development initiatives that promote consistent application of financial aid policies and procedures.
• Collaborate with campus partners, including Admissions, the Registrar’s Office, and Student Accounts, to support effective service delivery and student success.

Emergency Loan Program Management (5%)

• Administer the Emergency Loan Program, including reviewing program policies, determining student eligibility, processing awards, and reconciling program accounts.
• Review applications, collect and evaluate supporting documentation, and communicate program decisions and requirements to students in a timely manner.
• Maintain program procedures and provide training and guidance to staff on Emergency Loan policies, processes, and updates.

Other Duties as Assigned (5%)

• Perform other related duties and responsibilities as assigned in support of the mission and goals of the Office of Financial Aid and Scholarships.