Student Success Coach-Financial Aid

West Virginia Northern Community College; Wheeling (WV); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Full benefits

Retirement plan

Paid time off

Job summary

West Virginia Northern Community College seeks a dedicated Financial Aid Specialist to guide students and families through the aid process, review applications, and ensure accurate disbursement. You will work within the Financial Aid Office providing information, supporting forms, and maintaining student records with attention to FERPA and data security.

The role emphasizes accuracy, customer service excellence, and collaboration with multiple college departments to resolve issues and help

Qualifications

• Bachelor’s degree in business or related field.
• 1+ year of financial aid or customer service experience preferred.
• Strong English written and verbal communication.
• Ability to maintain confidentiality (FERPA) and handle sensitive information.

Responsibilities

• Serve as main point of contact for students and parents on financial aid.
• Explain eligibility, standards of progress, and aid awarded.
• Answer phones, triage visitors, and support office operations.
• Process FAFSA and other forms; input into Banner and related systems.
• Assist with reviews, data entry, and disbursement paperwork.
• Coordinate with director on policies, procedures, and training.

Skills

Customer service

Communication

Conflict management

Analytical skills

Technical aptitude

Education

Bachelor’s degree in business or similar field

Tools

Banner ERP

Argos

AppXtender

FSA websites

Job description

Job Description Summary

Performs tasks regarding the financial aid process; assists current students, potential students, and their families in a courteous and professional manner by answering questions, providing information about their financial aid applications, reviews and determines accuracy and final documents to process and complete financial aid files for disbursement. Works with students to improve retention, remove obstacles and barriers, ensure success and completion of their program through extensive work with financial aid standards of progress.

Work is performed under immediate supervision working within guidelines or traditional practices. This position exercises some judgment in planning and organizing own work but must adhere to specific time, process, and results standards. Problems faced in this position are varied, requiring analysis or interpretation of the situation. Decisions are limited to the application of standardized or accepted practices and errors could result in some costs and inconveniences within the affected area.

Responsibilities and Duties include but are not limited to

• Serve as the main point of contact for students and parents with information of the financial aid process including time frame, when, where, and how to apply for federal, state, and institutional aid including providing assistance with completion of the Free Application for Federal Student Aid (FAFSA), state, and institutional forms.
• Explain the status of student's financial aid file, eligibility, standards of progress, aid awarded including maximum award, cost of attendance, errors on the FAFSA, entrance and exit requirements, in the review process.
• Serve as the main receptionist for the Financial Aid Office answering phones, taking messages, and responding to general inquiries. Triage all visitors in the Financial Aid Office.
• Represent the Financial Aid Office at high school, online, and other financial aid workshops as needed assisting students and/or parent with completion of forms and data entry.
• Provide students and families with accurate information in reference to applications, regulations, policies, and procedures.
• Examine daily incoming and outgoing mail including analysis and processing of financial aid documents scanned from the WE and NM campuses to the shared drive.
• Analyze all forms received for completeness and input accurately into Banner for tracking, and entering additional requirements, as needed.
• Analyze all federal verification documentation to determine completeness and request any additional documentation as needed.
• Maintain student financial aid files including current, future, and previous students in an organized efficient manner at all times. Scan documents for electronic filing into each student's electronic file within the document storage software system.
• Accurately complete bottom of loan request forms including verification of eligibility as required.
• Determine student's eligibility for a book voucher and complete hand‑written voucher.
• Assist with reviewing and processing data on reports to identify errors, missing information, and finishing student files for disbursement.

Administrative Support Responsibilities

• Coordinate with the Director of Financial Aid for updating and maintaining the Financial Aid Office Policies and Procedures manual as well as document federal guidelines such as satisfactory academic of progress, maximum time frame, maximum awards, cost of attendance, student loan exit, entrance, and 30‑day delay requirements, eligibility rules, etc. and annual policy and procedure updates such as verification requirements.
• Coaching students including:
  1. Monitors student progress towards goals.
  2. Help students recognize and problem solve issues that arise related to progress towards academic goals, persistence, and attendance.
  3. Connect students to existing departments and community resources.
  4. Empowers students to problem solve issues that arise related to progress towards academic goals, persistence, and attendance.
  5. Utilizes motivational interviewing and other coaching methods to encourage student to modify or adopt behaviors that result in academic and professional success.
• Research, write, edit, prepare and update applications and various informational materials for publication.
• Recognize the interdependence of other areas of the college such as billing, admissions, and registration and work with those areas to resolve student issues.
• Required travel to campuses and off‑site training.

Additional Responsibilities

• Assist with all financial aid mailings.
• Assist with scholarship review process.
• Coordinate home and host consortium agreements.
• Maintain stock of student forms in office.
• Assist Director of Financial Aid with providing guidance to department work‑study student when applicable.
• Provide assistance to Director of Financial Aid for developing, planning, and scheduling workshops or meetings.
• Other duties as assigned.

Education

• Bachelor’s degree in business or similar fields of study is required.

Experience

• 1 year + of directly related financial aid working experience preferred.
• 1 year + of customer service experience in an office setting preferred.

Knowledge, Skills and Abilities; Additional Information

• Demonstrated customer service skills-Team oriented, friendly and pleasant demeanor, calm under pressure, flexible, adaptable, active listening skills.
• Proficient in English written and verbal communication skills-Use of correct English, must express oneself in a complete, clear, concise and confident manner.
• Effective conflict management skills-Ability to work with frustrated students in a professional manner.
• Demonstrated analytical skills-Ability to analyze and interpret policies and procedures: Use to make decisions in every day operations including but not limited to: student records, financial and student accounts.
• Possesses strong technical aptitude-Use of computer applications: Knowledge and use of Microsoft Office products; Knowledge of College ERP system (Ellucian Banner), FSA websites, COD and NSLDS: FSA websites- FAFSA.gov and Studentloans.gov; Ability to learn, understand, use and troubleshoot data software programs including but not limited to Banner, Argos, AppXtender, and FSA websites.
• Other
  1. Demonstrates a high level of accuracy, even under pressure, including organizational skills in maintaining complete, clear and accurate records.
  2. Following directions: Oral and written instructions, preparing reports, performing basic mathematical calculations.
  3. Ability to:
     1. maintain confidentiality (understanding of FERPA)
     2. handle high stress situations with professionalism and composure
     3. multi-task and work in a fast‑paced environment under pressure
     4. read, understand, and be able to communicate federal regulations
     5. operate standard office equipment
     6. perform routing and detailed tasks in an accurate and efficient manner
     7. meet deadlines
     8. relate with students who are applicants/recipients of financial aid/grants
     9. work efficiently and effectively without constant supervision-self‑motivated

Full benefit package which may include but is not limited to retirement with employer matching, health insurance, paid vacation and sick leave, holiday pay and life insurance.

01

Do you have customer service/interpersonal experience?

• Yes
• No

02

Do you have two years of student academic advising or similar experience?

• Yes
• No
• Required Question