Staff Position

Student Financial Services Counselor - Online

Position Details

Job ID # 17-937
Department Student Financial Services
Reports To Senior Director of Student Financial Services

Position Summary

The Student Financial Services Counselor is responsible for providing excellent customer service to online students in relation to their financial aid and student accounts.  Assesses student finance needs and provides recommendations that enable students to develop a comprehensive financial plan to complete their education.  Is proactive in assisting students in resolving basic student finance issues that may prevent funding of educational expenses.  Expedites issue resolution for potential students with the assistance of authorized members of their team.  The responsibilities of this position include inbound and outbound call handling, responding to requests via email, performing routine account maintenance, submitting requests to resolve student finance issues and accepting payments over the phone.

Essential Functions

  1. Provides excellent customer service to potential students by being available to handle inbound/outbound telephone calls and by responding to email inquiries.  Displays professional customer service skills in every interaction.
  2. Assists students in all aspects of their financial aid and student account.
  3. Follows up by phone on all items preventing or delaying the awarding and disbursement of financial aid to ensure that all students are ready to disburse at or before the start of each term.
  4. Documents and tracks all calls and interactions into appropriate systems.
  5. Is knowledgeable in handling questions from students. Has a basic understanding of all systems related to the student’s account and financial eligibility.
  6. Provides support for the resolution of current student accounts.  Includes assisting in providing billing information, assisting with routine mailings, providing instruction/counsel for students and maintaining accurate file documentation. Makes collection phone calls for resolving accounts of current students.
  7. Takes ownership to resolve student financial issues and is able to resolve those issues independently.  Seeks assistance from supervisor to resolve issues that are complex, urgent or exceptional.
  8. Reviews files for possible compliance findings to federal, state or institutional regulations, and escalates, as needed to supervisor.
  9. Supports and works in cooperation with other departments.
  10. Completes departmental reporting as needed.
  11. Other duties as assigned by supervisors.


  1. High school diploma or equivalent preferred. 
  2. Willingness to be trained to acquire a skill set pertaining to financial aid.
  3. Ability to quickly learn and retain the complexities of student financial policy and issues.
  4. Willingness to follow Federal, State, and Northwest University policy and procedures pertaining to the handling of financial aid.
  5. Excellent phone communication skills. Ability to communicate information clearly and concisely with a wide range of students. 
  6. Demonstrates organizational skills and the ability to provide attention to detail.
  7. Ability to effectively communicate with staff, students and prospective students using tact, courtesy, good judgment, confidentiality and brevity.
  8. Exhibits strong communication skills:  verbal and written.
  9. Experience in the use of office equipment:  personal computer, and software program such as Windows, Excel, Word, Publisher, PowerPoint, and Outlook.
  10. Ability to work within constraints of job description, flexible, capacity to multi-task and be interruptible.
  11. Possess strong interpersonal skills and the ability to maintain positive relationships and strong boundaries.
  12. One year of work experience is preferred.
  13. Demonstrate commitment to maintaining a safe work environment free of harassment, violence, and unlawful discrimination.
  14. Ability to communicate effectively, get along well with co-workers, and deal effectively and professionally with colleagues.

Working Environment

  1. Work is generally performed indoors in a typical office setting. a
  2. Some weekend/evening work may be required.  
  3. Position works with strictly confidential information.
  4. Frequently required to be in front of a computer screen for long periods of time.

Physical Demands

The functions are usually performed while sitting at a desk may involve some amount of time stooping, kneeling, bending, crouching, lifting (max. of 40 lbs.), walking, carrying, reaching, stretching, repetitive motions of the hands or wrists and other movements.  The abilities of seeing, hearing and speaking are also required.  

Lifestyle Standards

Recognize, understand, and agree to live by the spiritual, moral, and ethical standards of Northwest University, as outlined in the Employee Manual.

Application Procedure

Please submit your resume, a letter of interest describing your qualifications, and a completed application form to the Human Resources office. Applications are available online (, or in the Human Resources Office of Northwest University.

You may submit your package by mail, scan and email, or fax.

Northwest University
Attn: Human Resources
PO Box 579
Kirkland, WA 98083-0579
.(JavaScript must be enabled to view this email address)
Fax: (425) 739-0695

Inquiries regarding staff positions may be made to:

Human Resources Office
Northwest University
5520 108th Ave NE, Kirkland, WA 98033
(425) 889-5749
.(JavaScript must be enabled to view this email address)

Northwest University does not discriminate on the basis of race, color, national origin, gender, age, or disability in admissions and access to, employment, or treatment in its programs or activities. Northwest University is an "At Will" employer.

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