Position Summary:

The Financial Aid Advisor provides proactive, accurate, and student-centered financial aid counseling to students throughout their educational journey at Salem University.

This position is responsible for advising students and families regarding federal Title IV aid, state aid, VA education benefits, private loans, institutional assistance, and other available funding options. The Financial Aid Advisor helps students understand financial aid eligibility, funding requirements, account balances, financial responsibilities, and the potential impact of enrollment or program changes.

The Financial Aid Advisor partners closely with Admissions, Student Accounts, Registrar, Academic Advising, and other University departments to support timely completion of financial aid requirements, resolve student funding barriers, and promote student persistence and successful progression.

Success in this role requires strong regulatory knowledge, exceptional customer service, attention to detail, and the ability to clearly communicate complex financial information through telephone, email, SMS, virtual meetings, and other approved communication channels.

Essential Duties and Responsibilities

The duties listed below are representative of the responsibilities of this position. Additional duties may be assigned based on departmental or institutional needs.

Financial Aid Advising & Student Support

• Provide individualized financial aid counseling to students and families regarding federal Title IV aid, state aid, VA education benefits, private loans, institutional assistance, and other funding options.
• Explain financial aid eligibility, cost of attendance, estimated financial assistance, student account balances, payment responsibilities, and applicable funding timelines.
• Assist students with understanding and completing required financial aid documentation and processes.
• Provide proactive outreach to students with incomplete financial aid requirements or unresolved funding concerns.
• Help students understand the financial implications of changes in enrollment status, program, attendance, withdrawals, leaves of absence, or other circumstances affecting financial aid eligibility.
• Provide clear and timely information regarding student borrowing, loan responsibilities, and repayment obligations.
• Promote financial literacy and responsible educational borrowing throughout the student lifecycle.

Financial Aid Processing & Account Monitoring

• Review student financial aid files for completeness, accuracy, and outstanding requirements.
• Monitor student accounts and financial aid records to identify discrepancies, missing information, unresolved balances, or issues that may affect aid eligibility or disbursement.
• Assist with resolving financial aid issues in accordance with established policies, procedures, and regulatory requirements.
• Review and follow up on verification requirements, conflicting information, eligibility documentation, and other financial aid-related items as assigned.
• Ensure required documentation and student communications are accurately recorded within University systems.
• Escalate complex regulatory, compliance, or eligibility matters to Financial Aid leadership when appropriate.

Enrollment & Cross-Department Coordination

• Partner with Admissions to help ensure students understand educational costs, funding options, and financial aid requirements prior to beginning classes.
• Collaborate with Student Accounts, Registrar, Academic Advising, Admissions, and other University departments to resolve issues affecting student enrollment, funding, and progression.
• Participate in student-status reviews and cross-functional enrollment initiatives as assigned.
• Coordinate appropriate handoffs when continued support or decision-making belongs to another University department.
• Communicate financial aid barriers and unresolved issues to appropriate internal stakeholders in a timely manner.

Compliance & Documentation

• Maintain current knowledge of federal, state, institutional, and applicable VA regulations and requirements related to student financial aid.
• Apply University financial aid policies and procedures consistently and accurately.
• Maintain thorough and timely documentation of student communications, decisions, and required follow-up.
• Protect confidential student information in accordance with FERPA and University information-security requirements.
• Support financial aid audits, compliance reviews, reconciliations, and regulatory reporting as assigned.
• Complete required training and professional development to maintain knowledge of changes in financial aid regulations and institutional processes.

Student Service & Communication

• Provide professional, responsive, and respectful service to students, families, and University personnel.
• Respond to student inquiries through telephone, email, SMS, virtual meetings, and other approved communication channels.
• Translate complex financial aid requirements into clear, understandable language.
• Maintain a high level of professionalism and empathy when assisting students experiencing financial concerns or enrollment barriers.
• Support a student-centered environment that promotes persistence, informed decision-making, and successful completion.
• Perform other duties as assigned by the Director of Financial Aid.

Knowledge, Skills, and Abilities

• Working knowledge of federal Title IV financial aid programs and regulations.
• Knowledge of financial aid eligibility, verification, disbursement, student borrowing, and related processes.
• Strong written, verbal, and interpersonal communication skills.
• Ability to explain complex financial and regulatory information clearly to students and families.
• Strong customer service and student-support skills.
• Ability to analyze student financial aid records and identify discrepancies or outstanding requirements.
• Strong attention to detail and commitment to accuracy and compliance.
• Ability to manage multiple priorities, deadlines, and student caseloads in a fast-paced environment.
• Ability to exercise sound judgment and appropriately escalate complex or sensitive matters.
• Strong organizational, follow-up, and documentation skills.
• Ability to work effectively across university departments.
• Proficiency with Microsoft Office applications and ability to learn financial aid, student information, and CRM systems.
• Ability to adapt to regulatory, policy, procedural, and system changes.
• Ability to maintain confidentiality and appropriately handle sensitive student financial information.

Minimum Qualifications

• Bachelor's degree from an accredited institution required.
• Minimum of one year of experience in financial aid, student advising, enrollment services, student accounts, or a related higher education environment.
• Working knowledge of Title IV financial aid regulations and processes.
• Strong written and verbal communication skills.
• Demonstrated customer-service and problem-solving skills.
• Experience working with technology, student information systems, financial aid platforms, CRM systems, or similar tools.
• Demonstrated ability to manage multiple priorities and work effectively in a fast-paced environment.

Preferred Qualifications

• Two or more years of financial aid experience in a Title IV-participating institution.
• Experience advising students regarding federal loans, grants, state aid, private education loans, or VA education benefits.
• Experience with financial aid management systems or higher education Student Information Systems.
• Experience with verification, professional judgment, Return of Title IV Funds, or other financial aid compliance processes.
• Experience working in a remote student-services environment.
• Knowledge of financial literacy, student loan counseling, and responsible borrowing practices.
• Experience with BBAY packaging

Physical Requirements

The physical demands described below are representative of those required to successfully perform the essential functions of this position.

• Prolonged periods of sitting while working at a computer.
• Frequent use of computers, telephones, and virtual meeting technology.
• Ability to communicate effectively through written, verbal, telephone, and virtual communication platforms.
• Ability to maintain regular availability during established working hours.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Work Environment

This position operates primarily in a remote professional work environment and requires regular use of telephone, email, SMS, video conferencing, financial aid systems, Student Information Systems, and other University technology platforms.

The position requires frequent student interaction and collaboration with Admissions, Student Accounts, Registrar, Academic Advising, and other University departments.

Work volume may increase during enrollment cycles, financial aid processing periods, semester starts, and other peak periods.

Equal Employment Opportunity

Salem University is committed to providing equal employment opportunities to all applicants and employees in accordance with applicable federal, state, and local laws.

Americans with Disabilities Act (ADA)

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

Job Description Disclaimer

This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Salem University reserves the right to modify responsibilities as institutional needs evolve.