Financial Aid Counselor Paul Quinn College - 3.2 Dallas, TX Job Details Full-time 13 hours ago Benefits Health insurance Dental insurance Flexible spending account Paid time off Vision insurance 403(b) Life insurance Qualifications Customer communication Confidential information handling Email customer support Bachelor's degree Attention to detail Student support Organizational skills Ellucian Email support Client interaction via phone calls University experience Full Job Description Position Summary The Financial Aid Counselor serves as a primary frontline resource within the Financial Aid Office and is responsible for providing responsive, accurate, and student-centered customer service to students, prospective students, families, and authorized third parties. The primary focus of this position is direct customer service through walk-in assistance, inbound telephone calls, email, virtual appointments, and other College-approved communication channels. The Financial Aid Counselor helps students understand financial aid requirements, eligibility, awards, and next steps while ensuring that questions are resolved or appropriately escalated. Paul Quinn College serves students through both on-campus and online learning environments. While approximately 200 students reside in College-affiliated housing, the majority of the College's students are commuters or participate in online programs. The Financial Aid Counselor must therefore be equally prepared to serve students who visit the office in person and students who may complete their Paul Quinn College experience remotely. Primary Responsibilities Student, Family & Third-Party Customer Service Serve as a primary point of contact for students, prospective students, parents and families, and authorized third parties seeking assistance from the Financial Aid Office. Provide professional and timely assistance through walk-in visits, inbound telephone calls, email, virtual appointments, and other College-approved communication channels. Respond to general and student-specific financial aid questions and explain financial aid information in clear, understandable language. Assist students in identifying outstanding financial aid requirements and provide clear instructions regarding the steps needed to complete their financial aid process. Review student financial aid records and account information to resolve routine questions and identify matters requiring additional research or escalation. Provide consistent, high-quality service to online, commuter, and on-campus students. Remain professional, patient, and solution-focused when assisting students and families who may be frustrated, confused, or concerned about financial matters. Take ownership of student inquiries whenever possible and avoid unnecessary transfers between staff members or departments. Document student interactions, resolutions, referrals, and required follow-up using College-approved systems and tracking tools. Follow through on unresolved student concerns and escalate complex or compliance-sensitive matters to the appropriate senior staff member or Director of Financial Aid. Financial Aid Counseling & Student Support Counsel students and families regarding federal, state, institutional, and external financial aid resources. Assist students and families with FAFSA completion, corrections, and general FAFSA-related questions. Explain financial aid awards, eligibility requirements, grants, scholarships, federal student loans, Federal Work-Study, Work College funding, and other available resources. Assist students with completing outstanding requirements, including verification documentation, Entrance Counseling, Master Promissory Notes, and other required financial aid documents. Help students understand how enrollment and changes in enrollment may affect financial aid eligibility. Conduct proactive outreach to students with incomplete financial aid requirements, outstanding balances, or unresolved financial aid matters that may affect enrollment or persistence. Participate in FAFSA completion events, financial aid workshops, orientations, recruitment activities, and other student-facing College initiatives. Financial Aid Administration Develop and maintain working knowledge of federal, state, institutional, and external financial aid programs and requirements. Review student financial aid records for completeness and accuracy. Support scholarship, Federal Work-Study, Work College, and special-program administration as assigned. Maintain accurate student records and supporting documentation. Protect confidential student information and comply with FERPA and applicable federal, state, and institutional requirements. Maintain current knowledge of financial aid regulations, policies, procedures, and institutional practices through ongoing training and professional development. Customer Service Expectations Because this position is a primary point of contact for the Financial Aid Office, successful candidates must demonstrate a strong commitment to student service and to the Paul Quinn College

WE OVER ME

philosophy. Communicate professionally and respectfully with students, families, colleagues, and external partners. Clearly explain what a student needs to do next and confirm that the student understands the required action. Provide online and commuter students with the same level of responsiveness and attention provided to students who visit the Financial Aid Office in person. Follow through on commitments and appropriately document matters requiring additional action. Recognize when an issue exceeds the counselor's authority or expertise and escalate it promptly. Work collaboratively with Financial Aid colleagues and campus partners to remove administrative barriers to enrollment and student success. Minimum Qualifications Bachelor's degree from an accredited college or university required. Previous professional customer service experience required. Ellucian Colleague experience required. Demonstrated ability to provide high-quality customer service in person, by telephone, through email, and in virtual environments. Strong verbal, written, and interpersonal communication skills. Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced student-service environment. Ability to maintain confidentiality and exercise sound professional judgment. Proficiency with standard office technology and ability to learn College information systems. Preferred Qualifications Previous experience working in a college or university Financial Aid Office is preferred. Experience in higher education, student services, enrollment management, banking, financial services, or another customer-service-intensive environment. Familiarity with the FAFSA and federal student aid programs. Knowledge of federal and state financial aid programs and regulations. Experience with student information systems, financial aid management systems, CRM platforms, or similar technology. Experience serving first-generation, high-need, online, commuter, and traditionally underserved student populations. Experience working with students from under-resourced communities preferred. Other Duties The duties and responsibilities described above are not intended to be an exhaustive list. The Financial Aid Counselor may be assigned other duties, responsibilities, projects, outreach activities, or areas of support as necessary to meet the operational needs of the

Financial Aid Office and Paul Quinn Benefits:

403(b) Dental insurance Flexible spending account Health insurance Life insurance Paid time off Vision insurance Application Question(s): Do you have experience and/or training in using Ellucian Colleague to support a college Financial Aid Office? Are you available to work in-person on the campus of Paul Quinn College?

Work Location:

In person