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Education Training

Holyoke Community College Hiring for Clerk IV – Financial Aid at Holyoke, MA, MA Full Time

Job Details

Holyoke Community College is housed on a multi-million-dollar, 135-acre campus, equipped with state-of-the art technology in specialized learning facilities. HCC serves over 9,000 students annually, and provides a variety of recreational and cultural activities, from sports programs to music festivals, for students and community members alike. The college’s strongest assets continue to be an innovative spirit, a sincere concern for students and a commitment to strive for even greater success. These are the values which have created a tradition of excellence spanning more than six decades, and which are enabling Holyoke Community College to meet today’s challenges.

As a part of the team reporting to the Associate Director of Financial Aid Customer Service & Compliance, this role is all about being the frontline support for financial aid clients. Whether it’s at the physical or virtual counter, through email, ChatNow, or over the phone, your primary goal is providing top-notch customer service. You’ll guide students through form completions, clarify procedures, and ensure they understand the process. Keeping a well-stocked inventory of essential office materials and forms, while also assisting with data entry, generating letters, sending out correspondence, and handling various clerical duties to support the Financial Aid Office. It’s a dynamic role that requires adaptability and a strong focus on assisting students while juggling administrative tasks to keep things running smoothly.

  • Provides customer service at the virtual counter, over the phone, at the counter, and via email and ChatNow to students, families, and other campus professionals relating to financial aid application procedures, available resources, eligibility guidelines, regulations, loans, and special circumstances; communicates with other departments, students, parents, and faculty members to review the status of applications, exchange information, or resolve problems; assists students with completion of the financial aid application and any required documents.
  • Assesses the needs of students over the phone, on the general office email, at the counter and virtual counter, and self-service areas and determines when they should be referred to a Financial Aid Counselor for further consultation.
  • Assists students in completing financial aid applications on the office’s self-service computers.
  • Assists with providing customer service training (counter, virtual counter, phones, email, and ChatNow) for all new front-end employees.
  • Provides administrative duties for the financial aid office by creating remote files; retrieves completed documents from NextCloud, scanned file server folder, in person, and email; reviews submitted documents for accuracy and completion; enters application documents in Banner and saves documents to the appropriate remote file location. Contacts students directly to resolve any incomplete documents.
  • Utilizes EAB’s Navigate, Banner, Degree Works, and Online Services to track success metrics, enhance recruitment and admission strategies, and activities and to support student enrollment and success.
  • Collaborates with the Student Records Office to complete Verification and Financial Documents for Section 8 housing.
  • Assists with disbursement projects (specifically OSFA and Senior Waiver related) and other reports (Adams, OSFSA, Suspense, and OSFA ineligible reports).
  • Assists with developing the calendar for the Counselor on Call rotation and all customer service duties.
  • Assists with requesting encumbrances for all P.O.s during each academic year.
  • Ensures the front counter and lobby areas maintain ADA compliance and the front counter and lobby area maintain a clean and professional appearance.
  • Assists students with the completion of the online financial aid application at workshops, which may include evenings and weekends.
  • Retrieves and distributes mail as needed.
  • Performs other duties as assigned.

    • *A comprehensive list of duties may be found at the Massachusetts Human Resources Division- Classification Specification under the “Clerk Series” series. https://www.mass.edu/forfacstaff/classificationspecs/home.asp

    EQUIVALENCY STATEMENT: We welcome and encourage applicants, who do not meet the qualifications as stated below, to put in writing precisely how their background and experience have prepared them for the responsibilities of this position. It is preferred that this document be uploaded separately from the resume, cover letter, and references. Applicants who do not meet the minimum qualifications and do not have an equivalency statement will not be considered for the position.

    REQUIRED:

    • Three years of full-time or equivalent part-time experience in office work or substitutions for experience as described in State Classification Specifications*;
    • Proficient computer skills: Microsoft Office, Email and Internet navigation;
    • Experience working in an extremely fast-paced, demanding customer service position;
    • Ability to understand, explain and apply financial aid laws, rules, regulations, policies and procedures;
    • Ability to follow written and oral office policies and procedures;
    • Ability to work effectively with a diverse population;
    • Ability to work independently and exercise sound judgment;
    • Available to work some evenings and weekends.

    PREFERRED:

    • Associate’s degree or higher;
    • Experience working in a financial aid office;
    • Data entry experience;
    • Bilingual English/Spanish;
    • Experience working on multiple, high-priority projects simultaneously.

    Full-time, AFSCME unit position
    Bi-Weekly salary: $1,667.36 Grade 13, plus a comprehensive State benefits package. Funding Source: State – All candidates must have legal authorization to work in the United States. HCC is not sponsoring H1B Visa.
    – Pre-Employment Background check, including Criminal History will be conducted for all positions.

    Holyoke Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran status, genetic information, gender identity or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and college policies. The College prohibits sexual harassment, including sexual violence. Inquiries or complaints concerning discrimination, harassment, retaliation or sexual violence shall be referred to the College’s Affirmative Action and/or Title IX Coordinator, the Massachusetts Commission Against Discrimination, the Equal Employment Opportunities Commission or the United States Department of Education’s Office for Civil Rights.

    Job Overview

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    • Job Title: Holyoke Community College Hiring for Clerk IV – Financial Aid at Holyoke, MA, MA
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