TITLE Information Specialist Supervisor, Student Financial Aid
CLASSIFICATION NUMBER 3532
IMMEDIATE SUPERVISOR Associate Director, Student Financial Aid
MAJOR ADMINISTRATOR Director of Financial Aid
The Information Specialist Supervisor supervises and trains Information Specialists, part- time employees, and student workers as well as serving as an Information Specialist responsible for providing the first and primary contact for students and parents with the Financial Aid Office. The Information Specialist Supervisor assures that the front counter is staffed at all times with trained individuals able to provide accurate, timely, and detailed information on the status of individual student’s aid packages, federal requirements for various aid programs, the application process for financial assistance, exceptions, special issues, disbursements, etc. The Information Specialist Supervisor maintains the online information manual which includes updates on federal and state financial aid programs, current information on University processes, and information on lending institutions and professional organizations.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: A high school diploma or the equivalent is required.
Experience: At least four years of responsible office clerical experience, including a strong customer service aspect, is required. At least two years of supervisory experience is required. Experience requiring the administration of complex processes and the independent decision-making is required. Training experience is preferred.
Skills: The ability to handle large volumes of telephone calls and face-to-face inquires in a friendly and professional manner is required. Effective organizational skills are required. Supervisory and training skills are required. Computer literacy in the use of personal computers and/or mainframe computers is required, including keyboarding ability and a functional knowledge of word processing, spreadsheets, data entry, or database management. Strong written and verbal communication skills are required. The ability to operate electronic, photocopier or other standard office machines, maintain complex filing systems and records, and make arithmetic calculations and reconcile records is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
Effort: Clerical positions are primarily sedentary. Clerical positions require keyboarding on a daily basis, which may be extensive at times.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Assures the provision of accurate, timely information to students and parents regarding student financial aid processes and products and the creation of a favorable impression of the University by organizing the activities of the Information Unit, providing weekly training sessions for Information Specialists, maintaining the online Information Manual, and maintaining a supply of forms and brochures.
2. Assures the front counter is staffed by well trained individuals by scheduling coverage of the counter and phone during breaks, lunch, training leave, and vacations and illness.
3. Provides accurate information and creates a favorable impression of the University by maintaining a current understanding of federal eligibility rules and university processes, providing accurate information about the application process and the status of aid payments, disbursements, and electronic fund transfers, providing information about approved lending institutions, the functions of loan servicers, and the role of the guarantee agencies, advising students on exceptions to guidelines, special circumstance issues, satisfactory academic progress, uncommon family expenses, and alternative loan options, and advising students on their rights and responsibilities concerning financial aid.
4. Provides accurate information to students by evaluating information provided by students, asking appropriate questions to elicit the required information needed to provide the correct information, and determining admission and degree classifications.
5. Assists students in obtaining short term loans by determining if eligibility requirements are met, approving designated university funds for short-term loans, and authorizing payment to students.
6. Facilitates student access to financial aid programs by determining the need for the student to meet with a counselor and making the appointment.
7. Supports the Office of Student Financial Aid by accepting scholarship and/or agency funds from students and parents and advising students on University and federal policy regarding front-end withdrawals from the University.
8. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
9. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses and videoconferences, and attending training for updates on federal and state financial assistance programs as required by the Director of Financial Aid.
10. Contributes to the overall success of the Office of Student Financial Aid by performing all other duties as required.
The Information Specialist Supervisor is supervised by the Associate Director of Student Financial Aid and supervises full-time, part-time and student employees.
OFFICE OF HUMAN RESOURCES
REVISED JANUARY 2017
JOB FAMILY 1
Factor 1: Educational/Experience Requirements of the Job
Level 8 - 1460 Points: A combination of education and experience equivalent to a Level 8 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.
Factor 2: Complexity and Technical Mastery
Level 4 - 370 Points: In addition to considerable skill in oral and written communication, the ability to make basic mathematical calculations, the ability to understand and follow instructions, knowledge of moderately complex or other work procedures, and the ability to work independently and coordinate a variety of activities and events, the job requires specific professional skills and/or skills in managing a wide variety of complex processes.
Factor 3: Responsibility for the Work of Others
Level 6 - 270 Points: Supervision of more than one permanent employee, and/or a moderate number of part-time or temporary employees, and/or large numbers of student workers that involves a full range of supervisory responsibilities including staffing the unit, training employees, planning work, and reviewing work and employee performance. The job may require close and/or frequent supervision and considerable responsibility for performance management. At this level, supervisory duties constitute a moderate amount of work time.
Factor 4: Guidelines
Level 3 - 220 Points: The work involves carrying out a group of procedures using the general methods and desired results indicated by the supervisor. Typically, standard operating procedures, handbooks, and/or reference manuals exist for most procedures, but the incumbent must select from the most appropriate of several guidelines, and make minor adjustments to methods. The incumbent uses judgment in interpreting and adapting guidelines such as University policies, regulations, precedents, and work directions for application to specific cases or problems. The incumbent makes decisions regarding most deviations from the guidelines but major deviations from guidelines are referred to the supervisor. Assignments are related in function and objective, but processes, procedures, or software varies from one assignment to another. Based on assignment, incumbents use diverse but conventional methods, techniques, or approaches. Jobs at this level may perform work that is moderately complex, but normally performed within a fairly narrow and specific functional area.
Factor 5: Contacts
Level 5 - 345 Points: Interactions with others are somewhat unstructured. The purpose may be to influence or motivate others, to obtain information, or to control situations and resolve problems. Interactions may be with individuals or groups of coworkers, students, or the general public, and may be moderately unstructured, and may involve persons who hold differing goals and objectives. Individuals at this level often act as a liaison between groups with a focus on solving particular unstructured problems.
Factor 6: Work Impact
Level 2 - 175 Points: Work activities normally address conventional problems or situations with established methods to supply other employees, students, or the general public with information, services, or products. Work directly affects the quality of services provided to other employees, students, or the public but on a person-by-person basis. The services, information, or products provided have significant effects on the welfare of the individual recipients of the work outcomes.
Factor 7: Physical Effort and Work Environment
Level 1 - 25 Points: The work environment consists of exposure to physical conditions typical of a normal office environment. Most of the job is performed while sitting, although the work may require occasional standing or walking and/or the lifting and carrying of small objects.