Student Financial Relations Coordinator

Benefits

Additional Information

Job Description Department: Student Financial Services Pay Rate Type: Salary Employee Type: Job Summary: The Student Financial Relations Coordinator supports the effective and compliant day-to-day operations of the Student Financial Services (SFS) office while serving as the primary point of contact for students and families. This role combines front-line student service with responsibility for office operations, document management, and coordination of key administrative processes. The coordinator applies professional judgement, regulatory knowledge, and a student-centered approach to ensure accurate information, timely service, and adherence to federal, state, and institutional requirements. Reporting to the Senior Director of Student Financial Services, Student Financial Relations Coordinator plays a central role in delivering high-quality student service and maintaining efficient office operations. The position independently resolves routine financial aid inquiries, triages more complex matters, oversees front desk operations and student employees, and coordinates administrative workflows that support the broader SFS team. The incumbent is expected to remain current on financial aid regulations, institutional policies, and best practices to ensure public-facing information and processes are accurate, consistent, and compliant. Essential Functions To be successful in this position, an individual should be able to perform the essential duties and bring the education, experience, knowledge, skills, and abilities that support the role. Colby College supports the Americans with Disabilities Act and is committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential functions of the position. This list of duties is intended to be representative rather than exhaustive, and additional responsibilities may be assigned as needed. I. Student Service and Communication (40%) Front-Line Customer Service & Financial Counseling: Interpret and apply complex federal, state, and institutional regulations to provide technical counsel to students and families. Exercise independent authority to resolve or refer student account and financial aid questions and disputes, determining when appeal applications for institutional exceptions are warranted. Information Dissemination: Clearly and accurately explain complex financial aid topics, including FAFSA requirements, verification, types of aid (grants, loans, scholarships), satisfactory academic progress (SAP), and disbursement timelines. Triage and Referrals: Assess the nature of student inquiries and either resolve them directly or direct them to the appropriate SFS team member or college department (e.g., Student Accounts, Registrar's Office) for more complex issues. Communication Management: Manage the office's general email inbox and phone lines, ensuring timely and professional responses. Assist in drafting and distributing mass communications to students regarding deadlines, missing documents, and policy updates. II. Office Operations and Administration (40%) Office Management: Evaluate and improve office operational workflows; develop and implement departmental policies to enhance service delivery and compliance. Analyze office operational data to identify bottlenecks and independently design/implement new administrative protocols to improve efficiency. Recruit, hire, train, and conduct performance evaluations for student employees, ensuring adherence to federal Work-Study regulations as applicable. Document Management: Manage the intake, logging, tracking, and filing of all financial aid documents (paper and electronic), ensuring accuracy and security in accordance with privacy regulations (FERPA). Process Coordination: Coordinate and manage essential office processes, such as scheduling student appointments for SFS team, managing student check-in, and preparing materials for financial aid workshops or presentations. III. Outreach and Engagement (10%) Coordinate SFS outreach activities for prospective and enrolled students and their families, including participation in orientations, information sessions, and campus events. Provide general financial aid and student account information in outreach settings, supporting financial literacy and awareness of key deadlines and processes. Represent the Student Financial Services office in question and answer forums and collaborate with campus partners to support student engagement initiatives. IV. Student Health Insurance Lifecycle Management (10%) Administer the end to end Student Health Insurance (SHIP) process, including coordination of enrollment and waiver verification Design and execute proactive communication campaigns to non-responsive students, ensuring all students meet the institutional health insurance requirements before deadlines Analyze complex financial aid data and application information to accurately determine and award insurance subsidies to eli