Utah State University

Financial Aid Counselor I

City Logan Campus
Posted Date 4 weeks ago(11/10/2021 5:37 PM)
Requisition ID
# of Openings
Job Locations
Category (Portal Searching)
Student Programs & Services
Position Type
Benefited Full-Time
Job Classification
Percent of Time or Hours per Week
Academic & Instructional Services
Financial Aid Office
Advertised Salary
Commensurate with experience, plus excellent benefits.


The Financial Aid Office at Utah State University is committed to removing financial barriers to higher education through exceptional student experience. We empower students to afford college through our student advocacy, outstanding service, and strong engagement in professional and career development. Incumbents in the Financial Aid Counselor series advise students and parents regarding the financial aid processes and provide information on available programs, procedures, and eligibility. Incumbents evaluate students' financial aid requests and make award adjustments and recalculations on complex financial aid issues.


Reporting and Supervisory Responsibilities


The Financial Aid Counselor I, reports to a Director, Associate Director, or Assistant Director. This classification may train and supervise student employees.


Typical Functions

  1. Provide helpful, appropriate, and accurate information about available financial aid opportunities, eligibility requirements, the application process, costs, indebtedness, campus resources, and money management/planning by counseling with prospective and continuing students and parents via phone, email, and in person. Individualize information to the particular needs and situation of the student/family and go beyond initial questions to ensure a comprehensive level of service and student support. Defuse difficult situations with dissatisfied or confused students, parents, and colleagues.
  2. Meet customer needs, research and offer options and solutions, own and resolve problems, and follow up in a timely, helpful, and professional manner to ensure a positive experience and full customer satisfaction without unnecessarily referring to other staff members/departments. Act as the first point of contact for specialists and student employees regarding any customer service needs.
  3. Take a consistent, proactive approach to ensure timely delivery of financial aid, identifying and solving potential issues or delays for assigned section of the student body. This includes identifying patterns and developing creative and effective solutions and communications to drive student success and remove barriers to financial support in seamless and supportive ways.
  4. Analyze and evaluate financial aid eligibility for students, including performing verification, determining and offering appropriate awards, resolving discrepancies, completing Return of Title IV calculations, and adjudicating appeals. Determine documents needed to confirm student participation, complete verification, and/or resolve conflicting information, working closely with students, parents, and faculty as needed to collect appropriate documentation. Meet all deadlines as defined by federal and institutional requirements.
  5. Consistently participate in training, self-directed reading, professional development, professional associations, and training activities/conferences that foster professional growth and increased ability to understand, synthesize, and apply complex and changing federal, state, and institutional requirements to individual situations.
  6. Assist with outreach/recruiting efforts as required, including preparing and presenting information about federal financial aid, state grant programs, scholarships, employment, and money management/budgeting for various university, high school, and community groups. Serve as an ambassador for the university at all times, including promoting its benefits, furthering its goals, and representing the best of USU in every interaction.
  7. Review and adjudicate appeals for academic progress and professional judgment decisions. Use critical thinking and thorough knowledge of federal regulations and institutional policies in order to handle and resolve complex circumstances and issues, while supporting student needs and institutional goals and initiatives. Adjust students’ aid eligibility when appropriate and based on documented circumstances, in accordance with federal requirements.
  8. Participate in all meetings and committees as assigned, and in the active development and implementation of departmental procedures. Contribute value by supporting needed changes, thinking critically, and offering creative and positive solutions.
  9. Serve as a strong advocate for student success, coordinating and collaborating effectively, respectfully, and professionally with other staff and campus partners. Actively establish positive and cooperative relationships with colleagues and make positive contributions to office culture, morale, and productivity.
  10. Perform other miscellaneous job-related duties as assigned.


Minimum Qualifications

  1. Bachelor’s degree
  2. Minimum of one year of experience in a similar field is required
  3. Skilled in the use of personal computers and related software applications
  4. Strong initiative and work ethic, demonstrating integrity and reliability in fulfilling responsibilities, as well as resourcefulness in planning work assignments and implementing improvements
  5. Strong interpersonal communication, presentation, and active listening skills, as well as the ability to collaborate and work effectively and objectively with a wide range of constituencies in a diverse community
  6. Strong attention to detail and commitment to accuracy
  7. Ability to learn quickly and retain, assimilate, and apply complex information
  8. Excellent customer service skills, maintaining confidentiality and a friendly, positive demeanor, even in difficult or demanding situations

Preferred Qualifications

  1. Experience in Higher Education
  2. Utah State University Experience
  3. Experience with Banner, ServiceNow, or other enterprise systems

Knowledge, Skills, and Abilities

  1. Demonstrated commitment to student access, support, and success.
  2. Ability to continually self-assess and make incremental improvements, focusing on areas of personal control that can contribute to a dynamic, efficient, and effective aid office.
  3. Knowledge and practical application of federal, state, and institutional laws, regulations, and policies pertaining to student financial aid.
  4. Friendly attitude that consistently displays positivity, high energy, and enthusiasm.
  5. Ability to think critically, analyze/solve problems, and make evaluative judgments and independent decisions, weighing student needs with requirements for institutional compliance and other objectives.
  6. Flexibility and adaptability when faced with changing priorities.
  7. Demonstrated ability to manage multiple competing priorities and work under pressure in high-stress situations and a fast-paced environment with frequent interruptions.
  8. Ability to effectively lead, support, direct, and train other staff members and student employees.

Fundamental Abilities

Within the scope and complexity of each position’s responsibilities, each incumbent is expected to possess and demonstrate the following abilities:

  1. Communicating: Communicates effectively both verbally and in writing.
  2. Problem solving: Analyzes information and evaluates results to select the best solution and solve problems.
  3. Monitoring: Measures performance of self; makes improvements and takes appropriate corrective action.
  4. Critical Thinking: Comes to well-reasoned conclusions, solutions, and approaches to problems.
  5. Team Building: Works to create a team-based environment. Consistently demonstrates cooperative behavior with colleagues, supervisors, and customers.
  6. Active Listening: Gives full attention when others are speaking; listens to understand, asks questions as appropriate, and does not interrupt.
  7. Service Orientation: Actively seeks opportunities to help others.
  8. Conflict Resolution: Acts professionally when encountering customers who, at times, may be difficult or frustrated.

Core Characteristics

As representatives of Utah State University and primary contributors to its mission, all employees are expected to demonstrate the following characteristics:

  1. Take initiative
  2. Maintain confidentiality.
  3. Be accountable.
  4. Behave ethically.
  5. Be honest and trustworthy.
  6. Demonstrate a strong work ethic.
  7. Be inquisitive.
  8. Be detail-oriented.
  9. Be self-motivated.
  10. Efficiently manage multiple tasks.
  11. Be a team player.
  12. Be committed to improving USU.



This position description indicates the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to the position.

Required Documents

Along with the online application, please attach:

  1. Resume to be uploaded at the beginning of your application in the Candidate Profile under “Resume/CV”
  2. Cover Letter to be typed/pasted into a text box at the end of the application.

**Document size may not exceed 10 MB.**

Advertised Salary

Commensurate with experience, plus excellent benefits.


Employees work indoors and are protected from weather and/or contaminants, but not necessarily occasional temperature changes. The employee is regularly required to sit and often uses repetitive hand motions.

University Highlights

Utah State University (USU) was founded in 1888 and is honored to be Utah’s land-grant and space-grant university. USU is a Carnegie RU/H (Research University/High Research Activity) institution with approximately 27,700 students (24,660 undergraduates and 3,040 graduate students) on the Logan main campus. Utah State’s statewide system features eight campuses and 23 education centers and serves all counties in the state with Extension programs. USU offers 114 undergraduate majors, 132 graduate programs, and a variety of innovative stackable associate and certificate credentials. Washington Monthly ranked USU 14th in their national university rankings in 2019 and the 5th best public national university in the nation in 2018. As one of the two premier research institutions in Utah, USU is proud to provide a high-quality education at an affordable price. Additional information about Utah State University can be found here.


A core characteristic of USU is engagement with communities and people in economic development, improvements to quality of life, and human capital. Through the practical application of knowledge, the University and its faculty engage and share expertise with the state, nation, and world, preserving the historical land-grant tradition of partnering with communities to address critical societal issues in the interest of the public good.


The USU main campus is located in beautiful Logan, Utah; a city of about 50,000 situated in a picturesque mountain valley about 80 miles north of Salt Lake City. Outstanding recreational opportunities abound in the nearby mountains and proximate region.


Notice of Non-discrimination

In its programs and activities, including in admissions and employment, Utah State University does not discriminate or tolerate discrimination, including harassment, based on race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity or expression, disability, status as a protected veteran, or any other status protected by University policy, Title IX, or any other federal, state, or local law.

The following individuals have been designated to handle inquiries regarding the application of Title IX and its implementing regulations and/or USU’s non-discrimination policies:


Executive Director of the Office of Equity discrimination@usu.edu, Old Main Rm. 161, 435-797-1266

Title IX Coordinator Hilary Renshaw, titleix@usu.edu, Old Main Rm. 161, 435-797-1266.

For further information regarding non-discrimination, please visit https://equity.usu.edu/, or contact:

U.S. Department of Education, Office of Assistant Secretary for Civil Rights, 800-421-3481, OCR@ed.gov

U.S. Department of Education, Denver Regional Office, 303-844-5695, OCR.Denver@ed.gov


USU is sensitive to the needs of dual career couples and provides a Dual Career Assistance program to support careers for partners who are also seeking employment.


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