Student Finance Counselor 2

University of Minnesota; Saint Paul (MN); On-site; USD 71,635,000 - 75,768,000; Full time

Benefits offered by this job

Hybrid work arrangements

Comprehensive benefits package

Job summary

The University of Minnesota is seeking a Civil Service professional to support FAFSA verification, professional judgment appeals, UHY/UC determinations, and SAI change outreach within the Office of Student Finance. The role emphasizes customer service via email and Zoom, with extensive experience in Salesforce and financial aid procedures.

Responsibilities include reviewing verification documents, counseling students on financial aid implications, managing appeals, and collaborating with

Qualifications

• BA/BS degree and two years of progressively responsible experience in counseling, financial aid, advocacy work and/or student services. An equivalent combination of relevant education and related professional work experience totaling six years may be substituted in place of a degree.

Responsibilities

• FAFSA Data Verification: review verification documents and track data in systems.
• Professional Judgement Appeal processing: counsel students and adjust FAFSA data for appeals.
• Unaccompanied/Homeless Youth and Unusual Circumstances: assess and determine eligibility for special cases.
• SAI Change Outreach: identify changes affecting eligibility and conduct outreach.
• Salesforce Outreach: respond to inquiries and update case queues.
• Attend OSF committee meetings and share knowledge with colleagues.

Skills

Customer service

Counseling

Communication

Education

BA/BS degree

Tools

Salesforce

PeopleSoft

Perceptive Content

Jadu

Job description

Job Information

Job ID: 376394

Location: Twin Cities

Job Family: Student Services

Full/Part Time: Full-Time

Regular/Temporary: Regular

Job Code: 8462SF

Employee Class: Civil Service

About the Job

This position will support the Verification process and provide individualized outreach and follow-up to students federally and institutionally selected for Verification. This position will work in conjunction with the Verification team and support V1 (standard verification) and V5 (identity verification) reviews and process updates.

Additionally, this position will support the Student Aid Index (SAI) Change review process and apply professional judgment when reviewing financial aid appeals to determine financial aid eligibility.

This position will provide excellent customer service and substantial support/counseling via email and Zoom appointments to the general population of students, parents, and the University community on various financial aid issues. An extensive knowledge of Salesforce and financial aid is required to respond to inquiries from students, parents, and One Stop related to additional information requests.

Essential Job Functions

FAFSA Data Verification (25%)

• Quickly and accurately review incoming verification documents in Perceptive Content.
• Effectively use PeopleSoft and Perceptive Content to complete checklists and leave comments on student records.
• Accurately compare FAFSA data with submitted forms and tax documents, and make required corrections in FAFSA Partner Portal (FPP) in accordance with OSF Verification procedures.
• Run weekly queries to monitor Verification information and to detect anomalies or situations that require a resolution.
• Remain current on federal and institutional Verification policies and procedures, as well as updates to tax return data and requirements.
• Support annual review and update of Verification forms in Jadu, as well as periodic revisions to forms or process changes.
• Regularly assess Verification procedures and identify opportunities to improve efficiency, equity, and consistency in processing.

Professional Judgement Appeal processing (25%)

• Use professional judgment to adjust FAFSA data and repackage students for financial aid appeals to include but not limited to Special Circumstances.
• Provide start-to-finish service using professional judgment and individual discretion in both simple and complex issues involving minimal supervisory guidance.
• Accurately counsel students on impact to their record based on the type of appeal submitted.
• Thoroughly investigate appeals as well as supporting documentation to make decisions; contact appropriate parties for further information when needed.
• Understand and utilize financial aid professional judgment guidelines to recalculate student eligibility for financial aid; award additional aid according to all state, federal, and University regulations.
• Analyze and manage a large volume of records quickly and accurately.
• Communicate results of appeal to students and parents in a professional manner.

Unaccompanied/Homeless Youth and Unusual Circumstances: (20%)

• Manage the review and processing of Unaccompanied/Homeless Youth (UHY) and Unusual Circumstances (UC) appeals in Perceptive Content.
• Conduct individual appointments with students to assess their circumstances and make UHY and UC determinations in accordance with federal regulations and institutional policies.
• Remain current on relevant federal policies and implementation guidance, including the McKinney-Vento Act, and apply changes to processes as appropriate
• Serve as primary contact for student and staff questions regarding the UHY and UC appeals process.

Student Aid Index (SAI) Change Outreach: (15%)

• Run queries to identify FAFSA transactions that have been corrected and resulted in a change to the student's SAI.
• Review SAI changes to determine whether they impact the student's financial aid eligibility and as needed, conduct outreach to resolve incomplete or conflicting information.
• Regularly assess SAI change policies and procedures to ensure compliance with federal regulations while promoting efficient and accurate processing.
• Serve as primary contact for student and staff questions regarding the SAI Change process.

Salesforce Outreach: (10%)

• Manage the Salesforce Verification Queue by responding to daily inquiries from students, parents, and One Stop counselors regarding additional information requests.
• Provide accurate, timely information to students regarding verification requirements, financial aid policies, and next steps.
• Review and reassign Salesforce cases to the appropriate queue, One Stop, or OSF counselor for follow-up and resolution.
• Collaborate with other units (IT, UX, etc.) to develop and update communication templates, processes, and student-facing communications.

Attend and participate in meetings and OSF committee work as assigned: (5%)

• Attend regularly-scheduled meetings.
• Participate in unit, OSF, and ASR committee activities.
• Update unit colleagues with regard to new knowledge; initiate and distribute information to colleagues that may affect and enhance their work.
• Implement new information into job functions where appropriate.
• Identify and attend training sessions needed to ensure knowledgeable and accurate job performance.
• Provide input in a positive manner.
• Listen actively to others.
• Work promptly and attentively.
• Work effectively as a team member.

Qualifications

Required

• BA/BS degree and two years of progressively responsible experience in counseling, financial aid, advocacy work and/or student services. An equivalent combination of relevant education and related professional work experience totaling six years may be substituted in place of a degree.

Preferred (Core Competencies)

• Proven effective communication skills with a variety of audiences (individual and large group), strong customer service focus, time management skills, and ability to meet deadlines.
• Knowledge of University, state, and federal financial aid regulations and procedures
• Prior work experience demonstrating service orientated mindset (i.e. counseling, coaching, etc.).
• Technology experience with PeopleSoft Campus Solutions, Google/Microsoft suite (specifically spreadsheets), and CRM platforms.
• Ability to analyze situations and adopt an effective course of action.
• The employer reserves the right to change or add duties to this position as long as the changes and/or additions are consistent with the job classification.

About the Department

The Office of Student Finance (OSF) is part of the Office of Enrollment Management (OEM) at the University of Minnesota Twin Cities. OSF is committed to cultivating and sustaining an environment that is diverse, equitable, and inclusive. We are better able to serve and represent our University community by ensuring we value differences and individuality.

The knowledge, skills, and abilities of all OSF employees include job knowledge, communication, problem solving/analysis, development, leadership, teamwork, and customer service.

OSF manages the initial components of the student finance lifecycle for all University of Minnesota students. OSF calculates financial aid eligibility and manages the awarding, origination, disbursement, recalculation, and return of financial aid. This compliance-forward unit also manages the student finance portion of internal and external audits and partners closely with units on billing, accounts receivable, and loan/account collections work.

OSF supports hybrid and flexible working arrangements. Work arrangements are determined in coordination with supervisors depending on the nature of the unit and position. The arrangement for this position will be determined upon hire between employee and supervisor.

Pay and Benefits

Pay Range: $25.00-$26.45 per hour; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

While our salary ranges provide a framework, it is important to note that most of the time, the initial pay may not reach the maximum of the range. This approach ensures that compensation reflects the value and unique contributions of each candidate while maintaining equity within our organization. As part of our commitment to fair and equitable compensation, please be aware that the salary offered to incoming candidates will be based on their individual credentials and experience.

Diversity

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Employment Requirements

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

About University of Minnesota

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by Forbes as a Best Employer for Company Culture (2026), Best Employer for Women (2023, 2025, 2026), and Best Employer by State (2022-2026). In 2026, we also received Culture Excellence & Industry Awards recognition for employee appreciation and work-life flexibility.