Financial Aid Technician Lead
- Title: Financial Aid Technician Lead
- Class: Classified
- Exempt Status: Non-Exempt
- Grade: 19
Under the direction of Financial Aid management, responsible for a full range of activities to ensure the efficient and effective operation of all district Financial Aid offices. The Financial Aid Technician Lead has responsibilities for scheduling, training, and providing direction and leadership to Financial Aid staff. The incumbent provides guidance, problem solving, and conflict resolution on a broad array of complex student, operational, and compliance issues. This position offers proactive financial aid conversations and services to a diverse populations, including non-native English speakers, international students, high school students, and other community members. Interpersonal contacts include students, staff, faculty, public, other colleges, and federal and state agencies. Incumbent performs complex technical financial aid processes independently and directs the work of unit staff.
This job classification is distinguished from the Financial Aid Technician II in that the Financial Aid Technician Lead assists with the oversight of day-to-day Financial Aid functions and provides assistance on complex technical issues and regulations, exercises independent judgment and discretion, and functions as a lead worker over assigned staff. The Financial Aid Technician II provides work related to financial aid award revisions, debt counseling, and the resolution of a variety of data discrepancies.
Typical Duties and Responsibilities
- Coordinates, schedules, assigns, and prioritizes the workflow for Financial Aid Technician II employees and other staff. Assists with team planning in response to department and division goals and priorities.
- Trains, guides, and monitors the work of assigned staff; provides input to manager on employee performance. Mentors new staff and provides ongoing guidance.
- Functions as the technical resource for other Financial Aid and external staff and provides expert guidance and advice to students/families. Responds to complex questions and problems related to student accounts and financial aid programs, forms, applications, and eligibility. Coordinates with other departments to research issues and disputes, documents changes, and determines appropriate outcomes.
- Handles difficult service calls and interactions and acts as second tier of support when distressed students/families want to speak with staff in a leadership role. Determines when to escalate a situation to management.
- Monitors the telephone call queue for Financial Aid and ensures that staff are properly logged into the telephone queue.
- Coordinates with office leadership and systems teams to create and maintain effective processes and staff training manuals.
- Provides departmental support as a Banner “power user” for Financial Aid. Creates various Banner, Argos, and other reports.
- Performs revisions to financial aid awards according to federal, state, and institutional requirements due to changes in enrollment status, requests for changes in award, and other special revision projects. Monitors individual student awards, resolves data conflicts, and/or over-awards.
- Prepares documents to verify financial aid eligibility of students for outside agencies and submits reports to federal agencies according to regulations and deadlines.
- Conducts initial intake and technical review of financial aid paperwork. Reviews files and documents to determine if further action is needed. Updates appropriate Banner screens related to intake review process.
- Responsible for the management of highly confidential financial aid records and/or archives system and the purging of records according to federal policy. Performs scanning and linking of all requested documents into the document imaging system.
- Participates in professional development activities and training workshops.
- Performs the duties of Financial Aid Technician I and II, as needed.
- Performs other related duties as assigned.
Work Environment and Physical Requirements
Work is performed in a normal office environment. Incumbent may be required to work extended hours on an intermittent basis. Some evening, Saturday or other overtime work may be necessary on a seasonal basis. Job demands can be difficult due to heavy workflow, deadlines, continual interruptions, changing regulations and competing priorities. Learned physical skill is required for keyboarding and ten-key operation.
High school diploma or equivalent and two years of college level coursework in business or related field is required. Experience performing the duties described above may substitute for the college level course work on a year-for-year basis. Two years of experience in Financial Aid or related student services area providing technical assistance and guidance to others and working with complex procedures and regulations.
Knowledge, Skills, and Abilities
- Federal financial aid programs and supporting regulations;
- Department of Education and Oregon Office of Student Access and Completion rules and regulations;
- Working knowledge of current tax forms, regulations and the implications of such regulations on financial aid.
- Researching regulatory information and resolving complex financial questions;
- Computing complex mathematical formulas;
- Critical thinking;
- Maintaining a high level of attention to detail;
- Working with diverse academic, cultural and ethnic backgrounds of community college students and staff.
- Consistently deliver service in a professional, efficient and friendly manner;
- Interpret and explain regulatory information related to the financial aid process;
- Defuse difficult, angry, or emotional situations with students and/or families;
- Maintain accurate records;
- Prioritize and manage a significant caseload;
- Operate a variety of office equipment;
- Operate a computer and various supporting software packages;
- Work independently;
- Maintain confidentiality;
- Effectively communicate in oral and written form.