Student Financial Services Counselor

The Student Financial Services Counselor serves as a vital resource for prospective and continuing students and their families by providing comprehensive, accurate, and student-centered support related to financial aid, billing, and tuition collection. This position is responsible for packaging aid, advising on eligibility and special circumstances, answering financial and billing questions, and ensuring compliance with institutional, state, and federal policies. The Counselor partners with departments across the university to support enrollment, retention, and student success through clear, supportive financial services.

• At all times, employees are expected to uphold Creighton's core values and demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment, while adhering to all University Ethical Standards of Conduct, rules, regulations, and job requirements, including required educational trainings.
• Student Financial Counseling & Support:
  
  
  
  • Advise students and families on financial aid options, including Federal Title IV programs (Pell Grants, Direct Subsidized Unsubsidized Loans, PLUS Loans, Federal Work Study, and Alternative Loans), state aid, scholarships, grants, and institutional policies.
  • Provide individualized counseling on application procedures, award packaging, academic progress, and loan management.
  • Conduct one-on-one appointments with students and families related to current and future aid, study abroad funding, and tuition questions.
  • Offer counseling on institutional loans, gap conversions, emergency loan approvals, and repayment plans.
  • Assist students with billing questions and financial topics, including payment plans, late fees, Touchnet, 1098-Ts, and refunds.
  • Provide support for financial aid related to remissions and university partnerships.
  
  
• Aid Processing & Communication:
  
  
  
  • Package financial aid for all prospective and current students in accordance with institutional guidelines and Department of Education eligibility criteria.
  • Review and send award notifications and coordinate any necessary follow-up communications.
  • Collect, verify, and analyze financial aid documentation and perform need analysis, verification, and corrections through the Department of Education systems.
  • Communicate regularly with students and families via email, phone, and CRM systems with timely updates and award notifications.
  • Respond to and resolve inquiries regarding aid eligibility, billing statements, payment plans, and refunds.
  • Respond to email inquiries, CU Connect cases, and return phone messages in a timely and professional manner.
  • Respond to borrower questions regarding repayment, deferment, and entitlement options.
  • Reviews professional judgment appeals to include dependency overrides, cost of attendance adjustments, etc. to determine outcomes and determine additional aid for students.
  
  
• Tuition Collection & Delinquency Management:
  
  
  
  • Support the collection of student tuition and related account balances.
  • Communicate with students and families regarding delinquent tuition accounts and guide them through resolution options.
  • Utilize Touchnet and other external vendor systems to track, manage, and process payments and collection efforts.
  • Collaborate with the Student Financial Services team and other campus partners to resolve outstanding balances and maintain financial accuracy.
  • Monitor plan enrollment, monthly payments, and identify students with two failed payments for removal; notify students and authorized users.
  • Reopen closed plans due to financial aid posting when needed.
  • Track and respond to returned payments; apply and remove IF holds following resolution.
  • Notify students and families of payment issues and necessary follow-up actions.
  • Apply tuition deferral codes to qualifying student accounts.
  • Review and reverse late fees upon request.
  
  
• Systems Proficiency & Reporting:
  
  
  
  • Utilize institutional platforms such as Banner, Slate, Touchnet, and Creighton Connect for processing, documentation, and communication.
  • Prepare and reconcile financial records and correspondence related to aid and billing.
  • Remain informed about best practices, regulatory changes, and system enhancements.
  • Work collaboratively with the Student Financial Services team to improve procedures and the student experience.
  
  
• Campus Collaboration & Outreach:
  
  
  
  • Work closely with the Office of Student Success, Undergraduate Admissions, and Graduate/Professional Recruitment to ensure smooth coordination of aid billing support and special circumstance reviews for new and continuing students.
  • Participate in special circumstance reviews and collaborate with admissions staff on aid-related timelines.
  • Provide financial aid support and counseling during off-site events, including Creighton's Phoenix campus activities.
  • Respond to HR-forwarded questions on tuition remission and ensure accurate exemption code usage.
  • Presentation for current and prospective students as needed.
  
  
• Compliance & Continuous Improvement:
  
  
  
  • Ensure institutional compliance with all Department of Education Title IV regulations.
  • Support internal reviews and contribute to process development and performance assessment efforts.
  • Participate in training and professional development opportunities, including financial aid conferences and travel as needed.
  
  

Qualifications:

• Education: A Bachelor's degree is required, Master's preferred.
• Experience: minimum of two (2) years of direct experience working in the student financial services functional area in a college or university setting.

Knowledge, Skills, and Abilities:

• Demonstrated knowledge of financial aid eligibility requirements and programs.
• Knowledge of student account processes, delinquent account management, emergency loan processes, and remissions.
• Knowledge of computer operating systems and excellent interpersonal communication skills; ability to work under deadlines, and ability to work independently with little direction.
• Ability to communicate effectively, both orally and in writing; define problems, collect data, establish facts, and draw valid conclusions; and effectively present information to top management, public groups, and other groups, as required.
• Problem-solving skills and the ability to lead, instruct, handle a large variety of details and to work with all levels of organization.
• Ability to establish and maintain positive and effective working relationships with students, college employees, and the public.
• Proficient in the use of computer operating systems and software including email, word processing, spreadsheets, databases, presentation tools, and internet-based systems for accessing data, maintaining records, generating reports, and communicating with others.
• Ability to handle sensitive and confidential data with discretion and integrity.