Financial Aid Counselor

Department: Financial Aid CH
Salary/Grade: NEX/12

The expected salary for this position is between $25.00 - $27.00 per hour, in alignment with departmental equity and market data.

Job Summary:

Reporting to the Associate Director of Financial Aid and Systems, the Financial Aid Counselor serves as a cross-functional member of the Chicago Office of Financial Aid, with primary responsibility for student loan processing and front-line office support. This position counsels students, parents, and staff regarding various financial aid policies and options, which includes reviewing, certifying, and monitoring student loan transactions; and serves as the first point of contact for in-person, phone, and email inquiries for the Chicago Financial Aid office.

In addition, the position supports office operations through triage, document and imaging workflow, data entry, communication support, and general administrative coordination. The role is designed to provide broad operational coverage across loan processing, customer service, records support, and administrative functions in order to maintain timely, accurate, and student-centered service delivery.

Specific Responsibilities:

• Review, certify, and monitor all student loan applications, loan changes, and related reports.
• Work closely with other Student Financial Services units, the Department of Education, loan servicers, outside lenders, and internal partners to identify, research, and resolve loan issues and discrepancies.
• Advises students, parents, and staff regarding federal and private loan options, loan status, eligibility changes, and applicable financial aid regulations, policies, and procedures.
• Review and certify student loan adjustment requests and counsel students on loan options based on changes in enrollment, cost of attendance, academic status, or other eligibility factors.
• Serve as the first triage point for the Chicago Office of Financial Aid by responding to in-person visitors, phone calls, and email inquiries, resolving routine issues and directing more complex matters to the appropriate staff member
• Provide front-desk and customer-service support by answering questions, gathering information, interpreting established policies and procedures, and ensuring timely follow-up on student and family concerns.
• Support financial aid operations through data entry, quality review, and release of financial aid-related communications and notices. Assist with document linking and document workflow within ImageNow or other office imaging systems to support efficient records management and case processing. Provide front-desk and customer-service support by answering questions, gathering information, interpreting established policies and procedures, and ensuring timely follow-up on student and family concerns.
• May assist with financial aid award analysis, package review, or related processing support during periods of heavy workload.

Miscellaneous

Performs other duties as assigned.

Minimum Qualifications:

• A Bachelor's degree or the equivalent combination of education, training, and experience from which comparable skills can be acquired.
• Some understanding of federal financial aid, federal student loans, and student service operations in a higher education environment
• Experience in administrative support, student services, records processing, financial aid operations, or other relevant office support functions.
• Demonstrated experience with data entry, document review, or transaction processing requiring a high degree of accuracy and attention to detail.
• Proficiency in Microsoft Office and related business applications, including word processing, spreadsheets, email, and database systems; ability to use multiple software platforms independently.
• Strong written and verbal communication skills, including the ability to explain policies and procedures clearly to students, parents, staff, and external partners.
• Demonstrated ability to provide excellent customer service in person, by phone, and through email.
• Strong organizational skills, sound judgment, discretion with confidential information, and a commitment to compliance with university policies and regulatory requirements.
• Demonstrated ability to work collaboratively across teams and contribute to a shared office workload.

Preferred Qualifications:

• 1-3 years of financial aid experience at an institution of higher education
• Experience with federal and private loan certification and monitoring, including work with COD and other lender or servicing systems.
• Experience with PeopleSoft and/or ImageNow, or similar student information and imaging systems.
• Experience serving as a front-line point of contact for students, families, or staff in a higher education or student services office.
• Experience with financial aid award processing, communication release, quality assurance, or document workflow management.
• Advanced Excel skills and the ability to prepare reports, track transactions, and monitor office workflows.
• Experience interpreting and applying federal Title IV regulations and institutional financial aid policies.
• Demonstrated ability to identify process improvements, resolve routine operational problems, and maintain positive working relationships with a wide range of constituents.

Benefits:

At Northwestern, we are proud to provide meaningful and competitive benefits. The available benefits package for this position will include health, dental, vision, disability, and life insurance; paid vacation and holidays; paid medical/sick and parental leave; tuition benefits for the employee and dependents; pre-tax and flex spending accounts for commuting and dependent care; generous retirement savings options; and wellness programs. For a comprehensive overview of available benefits, including eligibility details, visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities, and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development:
Northwestern supports employee career development in all circumstances, whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.