Administrative Coordinator - Counseling

Financial Aid Office Assistant

Under general supervision, this position will assist with advising and providing financial aid and scholarship information to prospective and currently enrolled students and their families. Provide information and refers students to University resources that can assist in meeting their needs or resolving their inquiries. Uses professional judgment when necessary to solve complex financial aid cases. This position will also coordinate the new media communications for the Financial Aid Office (including the department's social media accounts, text messaging, and communication software housed on the department's website).

Position Specific Responsibilities

• Provide superior quality customer service to all callers and visitors to the office. This includes, but is not limited to: advising students of the types of financial aid programs available as well as the application process; assist students in the completion of forms; advising students on required documentation; screening counselor calls by resolving as many questions as possible, referring calls as needed to other office staff; explaining policies and procedures of the University and office; participate in cross-training program in order to be able to answer admissions questions. Provide information on and refers students to University resources that can assist them in meeting their needs or solving their problems.
• Make appointments for students and parents who need to speak with a member of the counseling staff. Schedule and log walk-in appointments.
• Assist with outreach activities that involve recruitment, retention, and some post-graduation issues related to financial aid.
• Coordinate, develop and maintain the department's social media accounts, including posting new messages, monitoring for responses, and coordinating direct message responses.
• Coordinate and monitor messages from the university's Chatbox communication software. Provide appropriate responses for questions that yield an unacceptable response via the Chatbot. Coordinate the responses or text messaging during text messaging campaigns. Coordinate messages from the department's Chatbot vendor to provide appropriate responses for questions asked to the department.
• Support unit with call campaign to incoming freshman or current student populations.
• Assist in receipt and opening of documents received by Financial Aid Office. Documents arrive via US Postal, Electronic Fax, e-mail and in-person delivery.
• Review all incoming documents for completeness and signatures. This includes tax returns, verification documents, award letters, promissory notes, etc. Track documents and return incomplete documents to sender. Route returned mail.
• Log (complete or incomplete) documents in Banner, the University's Student Management System.
• Scan and index documents in the document imaging system - Etrieve.
• Enter tax documents in Etrieve as needed for Verification. File documents once scanned.
• Provide support to unit in file purging process completed annually.
• Assists in providing mentorship and training to work-study students.
• Assist department as needed to support student recruitment and retention efforts of LMU's undergraduate and graduate student populations.
• Perform other duties as assigned or requested.

Loyola Marymount University Expectations

Exhibit behavior that supports the mission, vision, and values of the university. Communicate and employ interpersonal actions that model high standards of professional, responsible, accountable, and ethical conduct. Demonstrate a commitment to outstanding customer service.

Requisite Qualifications

• Typically, a high school diploma or equivalent. Incumbent will be expected to continue upgrading knowledge, skills, and abilities needed to keep abreast of regulation/policy changes.
• Minimum two years of experience performing a variety of administrative/secretarial duties to support a department, school/college, program or unit.
• Knowledge of the Federal Title IV programs, the State of California Grants, and Scholarships, general financial aid policies and procedures.
• Demonstrated knowledge in the areas of modern office methods and practices: filing systems; telephone and email etiquette; business forms letter and report writing; proofreading and office equipment.
• Ability to assess, navigate and research student records on Banner and Etrieve and other federally related websites and portals. Ability to advise on financial aid policies and procedures. Ability to collect and analyze data. Ability to handle confidential financial aid files.
• Perform office work of average difficulty involving independent judgment and requiring accuracy and speed; devise or adopt office procedures to meet changing organizational needs; make clear, comprehensive reports and keep difficult records; understand, interpret and apply rules and written directions to specific situations; maintain confidences and confidential information.
• Accuracy and efficiency in tracking documents necessary to ensure student financial aid records are moving thru the financial aid cycle in a timely manner.
• Exemplary communication skills (both written and oral). Excellent customer service skills.
• Basic knowledge of office machines, word processing, spreadsheets, email and databases. (Word, Excel, and PowerPoint).

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Loyola Marymount University