Employment Opportunities at ACU

At Abilene Christian University, you will find more than a job. You will find a workplace where you can impact the lives of more than 5,200 students who are being educated as Christ-centered global leaders each year. The university has been recognized as a "Great College to Work For" by The Chronicle of Higher Education for 11 years. We offer a dynamic and collaborative work environment, expansive opportunities for professional and personal development, and an emphasis on our core Christian values. Explore these postings for the Abilene campus and Dallas branch to find the right fit for you.

NOTE: ACU is currently accepting applications for *all posted positions*. Student employees should apply now for positions for the fall semester.

Some faculty and staff positions on the Abilene campus may be subject to a hiring pause as a response to the continuously changing circumstances involving COVID-19. For additional information or assistance, contact tiffany.badon@acu.edu.

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Student Services Specialist-Financial Aid Counselor

Apply now Job no: 492921
Work Type: Staff full-time
Location: Abilene
Categories: Staff

About ACU

ACU is affiliated with the fellowship of the Church of Christ. All applicants must be professing Christians and willing to support the Christian mission and purpose of Abilene Christian University while employed by the university.

Title of Position Student Services Specialist-Financial Aid Counselor
Posting Location Abilene, TX
Department Student Administrative Services
Employee Class Nonexempt Full-time
Basic Responsibilities A. Serve students and parents by providing them with general information that relates to the
administrative aspects of attending ACU as well as assisting them in the completion of
administrative tasks.
B. Serve as Financial Aid Counselor to current (and, occasionally, prospective) students and
parents.
C. Assist in supervision and training of student employees in the Student Administrative
Services area.
D. Complete various Student Services office duties, including but not limited to:
administrative support to students and parents in-person, over the telephone, email, and
instant messaging; staying up-to-date on policy and procedural changes in supported
areas; scheduling; coordinating special projects; attending regular staff meetings; and
maintaining an organized and efficient workspace.
E. Maintain and manage special projects and responsibilities as specifically assigned by the
Director of Orientation and Student Services, including but not limited to: metric reports,
liaison functions between Wildcat Central and its partner offices, retention and/or
financial aid appeals process, marketing specialization, and student employee hiring.
Essential Duties

A. Serve students and parents by providing them with general information that relates
to the administrative aspects of attending ACU as well as assisting them in the
completion of administrative tasks.
1. Provide frontline support for campus partners (Financial Aid, Academic
Advising, Billing, Registrar, etc.) by responding to inbound calls, assisting walk-
in customers, replying to various forms of electronic inquiries, and proactively
contacting customers through outbound calls and email campaigns.
2. Consistently demonstrate excellent customer service skills to all constituents.
3. Demonstrate proficiency in all supporting systems including but not limited to
CS Gold, Touchnet, EAB Navigate, Banner, Google software systems, and
myACU.
4. Facilitate communication between constituents and the university in a timely
manner.

B. Serve as a financial aid counselor to current and prospective students and parents.
1. Answer financial aid and billing questions from inquiring students and parents.
2. Provide times to meet, individually and privately, with students and families as
requested.
3. Participate in proactive email campaigns for student success and removal of
barriers related to financial aid.
4. Be proficient and knowledgeable in all areas of financial aid, including
scholarships, loans, the FAFSA, federal and state aid, and other external sources
where students might apply for more aid.
5. Provide communication to students about the status of their accounts, including
FAFSA, loans, missing documentation, verification process, etc.
6. Support efforts to educate students and families about financial aid through
events such as Affordability Seminars, New Student Orientation, and other
events as requested.

C. Supervise and train student employees in the Student Administrative Services area.
1. Assist in training and coaching student employees in all aspects of excellent
customer service.
2. Assist in training student employees in the operations of the various areas served
by Wildcat Central. These include but are not limited to Financial Aid, Billing,
Academic Advising, Registrar, etc.
3. Assist at the front desk when necessary
4. Assist in training student employees to properly use the supporting systems in the
Student Administrative Services area. These systems include but are not limited
to CS Gold, Touchnet, EAB Campus, Banner, Google software systems, and
myACU.
5. Foster an environment of professional development and mentorship in which
full-time staff and student staff collaborate and work as a team.
D. Complete various Student Services office duties, including but not limited to:
administrative support to students and parents in-person, over the telephone, email,
and instant messaging; staying up-to-date on policy and procedural changes in
supported areas; scheduling; coordinating special projects; attending regular staff
meetings; and maintaining an organized and efficient workspace.
1. Keep training manuals and online documents updated as needed.
2. Identify training needs and assist in development of training materials.
3. Maintain an orderly and welcoming work environment.

4. Develop and maintain good working relationships with the various departments
served by the Student Administrative Services department.

E. Maintain and manage special projects and responsibilities as specifically assigned
by the Associate Director of Financial Counseling and Student Services, including
but not limited to: metric reports, liaison functions between Wildcat Central and its
partner offices, retention and/or financial aid appeals process, marketing
specialization, and student employee hiring.
1. Serve as liaison to one of Wildcat Central’s partner offices, attending staff
meetings, maintaining a working relationship, and staying current with changing
personnel and processes.
2. Dedicate proactive attention to specially assigned functions, acting as a point-of-
contact for Wildcat Central and campus partners regarding policies and
procedures in the assigned area.
3. Contribute to an environment of creativity, assessing processes and finding
solutions to improve efficiency and service.
4. Collaborate with team members and campus partners to enhance Wildcat
Central’s online presence and communication of services to students.
5. Other duties as assigned.

Professional Development Requirements A. Required Talents:
1. Strong interpersonal skills with a clear understanding of how to provide superior
customer service
2. Strong written and verbal communication skills
3. Commitment to teamwork
4. Ability to thrive in a fast-paced, stressful environment
5. Excellent organization, time management skills, and attention to details
6. Professional, energetic, positive attitude, resourceful, and creative
7. Proficiency with basic computing and ability to use technology
8. Self-motivated to pursue projects during down time
9. Knowledge and experience with Microsoft Office software tools
10. Maintain a positive and professional image of ACU through the
performance of your job
B. Training Modules Required:
1. Departmental support software training as updates demand
2. Regular staff meetings to keep apprised of changing programs and initiatives in
the areas served by the department
3. Professional development modules for customer service representatives
4. Training modules to support the functions served by the department (including
but are not limited to Financial Aid, Billing, Registrar, Academic Advising etc.)
5. Federal and state regulations for financial aid
6. Regulatory compliance knowledge
Qualifications

A. Professional
1. Bachelor’s degree required
2. Experience and competence with Microsoft Office applications, word processing,
Google email applications, and web browsers

3. Customer service experience strongly preferred
4. Financial aid counseling experience strongly preferred
5. Ability to fluently speak Spanish strongly preferred
B. Personal
1. Commitment to excellent customer service
2. Ability to remain calm and joyful, especially during peak times
3. Ability to communicate policies, procedures, and regulations confidently
4. Ability to empathize with customers
5. Advanced problem solving capabilities

Physical Demands 1. Strong voice to endure extended periods of communication
2. Ability to endure long periods of sitting at a desk
3. Physical conditioning to help maintain peak performance during long days or
weeks
4. Able to handle stress well (high volume and high speed demands)
Additional Information

ACU does not unlawfully discriminate on the basis of race, color, age, sex, disability, genetic information, national or ethnic origin in employment opportunities, in keeping with applicable state and federal law.

ACU is committed to maintaining a safe and secure campus environment and protecting the university's financial and physical assets.  Therefore, Abilene Christian University conducts background checks on all candidates for employment in security sensitive positions.

 

Advertised: Central Standard Time
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