Coordinator of Front-line Services

Coordinator of Front-line Services

University of Colorado Boulder

University of Colorado Boulder seeks applications for a Coordinator of Front-line Services.

Job Description.

The Office of Financial Aid is part of the Enrollment Management unit, where we support recruitment and student success efforts of the campus through the administration of financial aid programs. This full-time position reports to the Assistant Director of Counseling and is part of a counseling team that provides excellent customer service to students and their families as they navigate the financial aid and scholarship process. This position will be the primary lead for front-line duties including phones, front counter, and emails. General duties include: supervising and training student employees, financial aid counseling, a variety of processing tasks related to student aid eligibility, conducting outreach presentations, and supporting the office as needed. This position maintains a thorough and current working knowledge of all Title IV federal, State of Colorado, and institutional rules, regulations and procedures to ensure accurate release of information and program compliance. Key Responsibilities: Student Employee Management and Leadership: Supervise, mentor, train, motivate, evaluate, and provide leadership to the Office of Financial Aid student employees. Interview, hire, and onboard new student employees. Student employee scheduling management. Participate in student employee supervisor management meetings. Serve as resource to student employees. Ensure that the work assigned to the team is completed accurately and in a timely manner. Ensure direct reports maintain compliance with state and federal regulations and University guidelines and that students are trained to answer client questions in accordance with these rules, regulations and guidelines in a courteous and timely manner. Front-line Management: Handle Financial Aid phone line. Assist with scheduling for all front-line shifts. Assist with improving and scheduling outreach events. Assess customer service and proactively identify and address issues that may impede quality service. Assign counseling tasks to team members. Office of Financial Aid email inbox management, ensuring we stay within service levels. Assist with office email response. Texting campaigns management and organization. Prioritize and lead yearly calling projects to appropriate groups. Coordinate and manage awarding projects, assisting with processing where needed. Participate in Client Services management meetings. Assist in the development and implementation of counseling-related trainings for all staff. Counseling and Processing: Assist with administrative duties, such as phones, front desk, email, etc. as needed. Advise on application processes, important timelines, types of aid, eligibility requirements, financing options and other resources available. Exercise professional judgment when students or their families have unusual financial circumstances to figure out additional eligibility. Adjust awards as necessary to reflect student’s enrollment and eligibility. Provide individual and group financial aid advice, including adequate loan counseling and financial literacy information. Support colleges/departments by providing counseling services across campus. Process Satisfactory Academic Progress, Professional Judgement, and other letters of appeal. Review requests to make adjustments to aid for changes in enrollment, change in program, etc. Review overawards and make appropriate adjustments. Process verification of cost of attendance and verification of financial aid offers for external organizations. Assist with verification processing. Participate in office processing projects for special populations such as study abroad, continuing education, etc. Outreach: Participate in campus and community outreach events, including events held in the evening and on weekends. Develop and present outreach presentations on financial aid and scholarships for prospective and current students. Organize and participate in office outreach and develop financial literacy events centered on debt management and budgeting. Professional Development: Collaborate with immediate supervisor to figure out areas for professional growth and identify and request appropriate training opportunities offered by the office, the University, and through various professional associations or organizations. Participate in external and internal trainings, conferences, webinars etc. related to administering all types of financial aid. Provide trainings to staff and other key partners to ensure awareness regarding unique challenges and needs related to coordinating Title IV aid for students enrolled in distance education programs. Attend staff meetings, retreats and other meetings as assigned. May include representing the Office of Financial Aid in enrollment management and campus-level initiatives. Minimum Qualifications: Bachelor’s degree from an accredited college or university is required. An equivalent combination of education and experience may substitute. At least three years of financial aid professional experience or other related customer service experience. The final candidate must successfully pass a criminal and financial background check and cannot be in default on a student loan either upon hire or while employed in this position. Preferred Qualifications: Experience with administering aid for online, distant education students. Experience leading projects or teams in a higher education setting. NASFAA credentials. Knowledge of State of Colorado financial aid regulations. Experience with federal financial aid data systems including NSLDS, FAA Access, and COD. Experience using PeopleSoft or other student information systems. Bilingual. Supervisory experience.

Application Instructions

Please follow the job positing link for additional details. Job Requisition #24058