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Requisition Number S2999 Position Number 998196 Position Classification Title Student Services Specialist Functional Title Bilingual Financial Aid Counselor Position Type Staff University Information Located in North Carolina’s third largest city, UNC Greensboro is among the most diverse, learner-centered public research universities in the state, with 18,000 students in eight colleges and schools pursuing more than 150 areas of undergraduate and over 200 areas of graduate study. UNCG continues to be recognized nationally for academic excellence, access, and affordability. UNCG is ranked No. 1 most affordable institution in North Carolina for net cost by the N.Y. Times and No. 1 in North Carolina for social mobility by The Wall Street Journal — helping first-generation and lower-income students find paths to prosperity. Designated an Innovation and Economic Prosperity University by the Association of Public and Land-grant Universities, UNCG is a community-engaged research institution with a portfolio of more than $67M in research and creative activity. The University’s 2,600 staff help create an annual economic impact for the Piedmont Triad region in excess of $1B. Primary Purpose of the Organizational Unit The mission of the Office of Financial Aid and Scholarships at UNCG is to assist students in reaching their academic goals by serving as a primary advocate for students and families as we assist in removing barriers to receiving financial assistance. The Financial Aid Office works to meet these goals by embracing technology, reviewing and improving procedures, and ensuring compliance with state and federal regulations. Position Summary The primary purpose of the Financial Aid Counselor is to develop expert knowledge of the federal, state, and institutional aid regulations and guidelines and to administer financial aid knowledge to students and families to assist them in resolving the issues they encounter when navigating the complex financial aid process. Counselors must apply decision-making and discernment skills in order to resolve the multitude of issues that families encounter in the aid process. The counselors must be ready to adapt their style to the many different types of students they work with- new freshmen, transfers, graduate students, online students, parents, veterans, and other family members. The financial aid counselor encounters a wider variety of people, student types, and ages than any other office on campus. They may be working with a first-generation freshman one minute and then working with a graduate student on plus loans the next. They have to understand the needs of each type and the issues that each might encounter in order to properly service the student. 

The counselor must be adept at communicating complex aid regulations in a manner that first-generation students and families can understand and navigate. They must be articulate, empathetic, and accurate in their communication and sensitive to individual family situations. This person should be familiar with best practices in counseling and current financial aid guidelines and regulations. The counselor must also display expert communication skills in multiple modes: email, phone, chat, in-person, and virtual. They will possess a thorough understanding of how to deliver instruction and information appropriately in each medium. The counselor guides families through complex processes and must align their guidance with the mode of communication.

Counselors are responsible for expert communication skills in multiple modes- email, phone, chat, in-person, and virtual. They need a thorough understanding of how to deliver instruction and information appropriately in each medium. They guide families through complex processes and have to approach their guidance differently based on the mode of communication. Often in their communication with students, they have to conduct follow-up processing after their interaction. 

Counselors analyze information to ensure the FAFSA data is accurate. They process received financial aid documentation and then follow up with the student to confirm processing has been completed. Their interactions aren’t simply communicating information, but instead actively resolving issues by processing documentation and resolving issues in Banner and then following up with the student. Counselors are also called upon to give parent night presentations at local high schools, deliver financial literacy presentations to FYE course sections, and participate in Admissions recruiting events explaining the aid process to new students and families.This position will require the employee to be fluent in Spanish Minimum Qualifications

BACHELOR’S DEGREE; OR EQUIVALENT COMBINATION OF TRAINING AND EXPERIENCE. ALL DEGREES MUST BE RECEIVED FROM APPROPRIATELY ACCREDITED INSTITUTIONS.

Additional Required Certifications, Licensures, and Certificates Preferred Qualifications Fluent in Spanish is a required qualification Alternate Option If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations. Special Instructions to Applicants Applicants are required to upload a list of at least three (3) professional references that includes: Name, Company Name, Type of reference (Professional, Supervisor, Colleague, Academic, or Personal). One (1) of those references will need to be a current or previous supervisor. Email Address Contact Phone Number Recruitment Range $40,048 – $45,967 Org #-Department Financial Aid - 10208 Work Hours of Position Standard hours are 8 A.M - 5 P.M., M-F, occasional nights and weekends Number of Months per Year 12 Posting Requirements Job Family Information & Education Career Banded Title Student Services Specialist Open Date 08/05/2025 Close Date 09/02/2025 FTE 1.000 FLSA Non-Exempt If other, please indicate If time-limited, please specify end date for appointment. Salary Grade Equivalency Key Responsibilities ________________________________________________________________________________________________________________________

Key Responsibility Financial Aid Administration & Policy Compliance Essential Tasks Provide accurate, student-centered financial aid counseling by grounded in current federal, state, and institutional regulations. Engage with students and families through multiple communication channels, including email, phone, in-person meetings, virtual appointments, and live chat. Utilize empathy, cultural awareness, and sound judgement to guide students through complex financial aid processes, including appeals, verification, and loss of eligibility. Advise students on a wide range of issues including FAFSA completion and navigating financial challenges related to academic progress or funding limitations. Deliver services in both English and Spanish to ensure accessibility for Spanish-speaking students and families.

Key Responsibility Aid Administration and Problem Resolution Essential Tasks Process, review, and revise financial aid awards in compliance with federal, state, and institutional guidelines Ensure timely resolution of file discrepancies by accurately processing aid documentation. Advise students on professional judgment policies and support them through appeal and exception processes Maintain current knowledge of evolving federal, state, and institutional aid regulations and contribute to policy and procedural updates.

Key Responsibility Data Management and Technology Use Essential Tasks Accurately enter, update, and audit financial aid records to ensure compliance with federal and institutional standards. Respond to quality assurance reviews and maintain documentation to support audit readiness Operate multiple student service technologies, including document imaging software, online scheduling systems,call center queue platforms and live chat tools. Use Banner data management system for day to day aid processing; familiarity with Banner or similar student information systems is preferred but not required.

Key Responsibility Outreach, Education and Public Engagement Essential Tasks Represent the Financial Aid Office at high school financial aid and college nights, Admissions recruitment events, and campus courses in both English and Spanish. Deliver clear, engaging presentations to diverse audiences, promoting financial aid literacy and access to higher education. Support recruitment and retention of Spanish-speaking students by working with campus departments to provide financial aid information.

Key Responsibility Team Engagement & Growth Essential Tasks Participate in regular professional development, training, and conferences to strengthen aid program knowledge. Collaborate with OFAS staff to review and evaluate office policies and ensure efficient, student-focused service delivery. Contribute to cross-functional projects and initiatives that advance the mission of the OFAS.

Key Responsibility Other Duties as Assigned Essential Tasks Support the overall success of the OFAS and Enrollment Management Division by performing additional responsibilities as needed. Competency ________________________________________________________________________________________________________________________

Competency Managing Work Processes Competency Description Ability to communicate and work with employees to gain understanding of a commitment to set work standards, processes, and procedures. Ability to provide ongoing feedback to employees on performance expectations and identifies and suggests areas of improvement.  Ability to create and facilitate learning opportunities that may include active participation, networking with colleagues in other organizations or attending in-house training on related systems operations.  Ability to provide directional input on program services. Competency Level Journey Competency Decision Making Competency Description Knowledge and use of effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions.  Ability to take action consistent with available facts, constraints, and anticipated consequences.  Ability to analyze and synthesize relevant policies and legislation, and apply them across a variety of situations. Competency Level Journey Competency Coordination-Operations Competency Description Ability to coordinate and manage a broad scope of work operations and processes to meet programmatic expectations and outcomes Competency Level Journey Competency Program Management Competency Description Ability to identify and understand student service issues, client needs, and matters of a recurring nature to effectively address and resolve the issue.  Initiate creative programming to engage student participation.  Ability to collect, research, and analyze information for processing, monitoring, or measuring data.  Ability to develop some internal processes and prioritizes workload.  Ability to generate non-standard reports.  May require ability to function as a team member of more than one student service program team or specific area of expertise.  May require ability to assign and review the work of others.  Ability to mentor and assist others in various areas of technical expertise.  Ability to conduct training for groups and individuals. Competency Level Journey Competency Client/Customer Service Competency Description Ability to develop and maintain effective working relationships with client/customer in order to initiate, facilitate and complete work in assigned student service program area.  Ability to independently interpret policy and procedure within delegated authority when responding to client/customer requests and non-standard issues.  Ability to recognize how individual decisions impact other program areas and their goals.  Ability to employ de-escalation techniques and conflict management strategies when appropriate.  Ability to understand the role of clients in their work environment. Competency Level Journey Competency Information/Records Administration Competency Description Ability to perform research, data collection, and analysis of information, and report writing.  Ability to utilize, reconcile, and manipulate data from different internal and external software systems.  Ability to apply an in-depth knowledge of program specialty or multiple program areas to improve existing programs or develop new programs. Competency Level Journey Competency Managing Work and Performance Competency Description Ability to review work of student workers and staff upon completion to assess and problem solve.  Ability to review accomplishments of the unit over a short-range period to insure that performance and service meet the required standards Competency Level Contributing ADA Checklist ADA Checklist

"R" for Rare (0-30%), "O" for Occasional (30-60%), "F" for Frequent (60-90%), "C" for Constant (90-100%)

Physical Effort Reading - F, Writing - F, Hearing - F, Talking - F Work Environment Inside - C Applicant Documents Required Documents Resume/CV Cover Letter List of References Optional Documents Posting Specific Questions

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