Program Specialist 2 - Financial Aid

Tacoma Community College ( TCC ) is built on the traditional homelands of the Puyallup Tribe. The Puyallup people have lived on and stewarded these lands since the beginning of time and continue to do so today. Our college commits to uplifting the voices, experiences, and histories of the Indigenous people of this land and beyond. TCC stands in solidarity with Black Lives Matter and the Black community and we strive to become an anti-racist institution. We are examining racism, both implicit and explicit, as a system of domination, and we seek to identify and abolish it in our policies, procedures, and practices.

As the winner of the 2020 Association of Community College Trustees Equity Award for the entire Pacific Region, TCC is committed to recruiting faculty and staff who are reflective of the diverse community we serve. We are specifically focusing on improved support for traditionally underserved populations at TCC including Black, Indigenous, and people of color, Dreamers, justice-involved, immigrants and refugees, Veterans, people with disabilities, and the LGBTQ+ community. To this end, the college seeks applicants who will intentionally support and promote efforts related to equity, diversity, and inclusion, and who recognize and honor the important role that diversity brings to an educational community.

Since opening its doors in 1965, Tacoma Community College has provided a high-quality, affordable education to more than 500,000 people. Serving Tacoma, Gig Harbor, the Key Peninsula, online students and the women's prisons, TCC educates about 11,000 students annually. Many TCC students are the first in their families to attend college, 58 percent receive financial aid, 13 percent have children, 42 percent are students of color, and 48 percent work while attending school. TCC has multiple campuses: the main campus is in Tacoma, another is in Gig Harbor, and two additional sites are maintained at the Washington Corrections Centers for Women.

Position Summary
Provide financial aid services to students by reviewing and evaluating financial aid applications, determining financial need, and packaging financial aid awards. Provide consultation and direct customer service to students, staff, and faculty. Communicate detailed financial aid and program information to internal and external customers. This position reports to the Assistant Director of Financial Aid Services.

• Review and evaluate financial aid applications, determine financial aid eligibility for federal and state aid, package awards and utilize professional judgment.
• Analyze and evaluate files by applying extensive knowledge of regulations for determining eligibility and need based on application data, FAFSA comments, federal database matches and academic progress requirements.
• Prevent over-awards of financial aid by ensuring timely and accurate review of all aid types prior to awarding need-based or other financial resources.
• Counsel students by providing excellent customer service, demonstrating empathy, listening attentively to questions and concerns, responding professionally to hostility, communicating clearly with native and non-native English speakers, and exercising professionalism and discretion in all communications and actions.
• Provide consultation and directly assist students in resolving eligibility issues and application difficulties in all financial aid programs.
• Maintain the confidentiality of student files and records per FERPA guidelines.
• Provide various office functions during a daily scheduled shift at the front counter by providing direct assistance including answering phones, emails, and questions from walk-in students and the general public in an accurate and timely manner. Provide clear explanations of complex and technical information.
• May review various types of appeals submitted by students, such as Satisfactory Academic Progress, Time Limit, Income Revisions, and make necessary professional judgment decisions
• May conduct outreach events to educate students and the about financial aid and scholarship programs.
• Provide assistance at front counter during scheduled shifts and when needed.
• May assist with and/or manage loan processing, Pell/COD processing, office budget, SAP (satisfactory academic progress) processing, state aid processes and reporting, Return of Title IV funds (R2T4), disbursements, specialized financial aid processing (Bachelor's, Study Abroad, Second Chance Pell, consortiums), Scholarships (Foundation, State and external), Workforce awards, Veterans office.
• Perform other duties as assigned to support the team in achieving its service objectives

Minimum Qualifications

• Associates degree from accredited college or university.
• Two years' experience working in a financial aid office, or related office experience
• OR equivalent education and/or experience.
• Strong oral, written, and interpersonal communication skills

• Intermediate word processing, spreadsheet, and database software skills.

• Successful completion of a criminal history background check prior to employment.

• Excellent customer service skills; including building and maintaining internal/external customer satisfaction.
• Ability to research and pay close attention to detail.
• Ethics, integrity, confidentiality and sound professional judgment.
• An appreciation of diversity and the benefits of a commitment to cultural awareness and sensitivity in the workplace.
• The ability to work efficiently and effectively in a detailed and deadline oriented high-pressure environment.
• Experience working with diverse populations and providing complex services.
• Excellent communication skills, both oral and written, using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the audience.
• Excellent organizational skills interpersonal skills.
• Commitment to maintaining strict confidentiality. Detail oriented; innovative, accountable and poised in fast paced team oriented environment.
• Ability to be accurate, timely, and very detail oriented.
• Excellent verbal and written communication skills.
• Ability to multi-task and prioritize work flow with multiple high priority deadlines.

Application Materials & Procedures
Complete application packages must include the following:

1. Tacoma Community College online application form.
2. Resume and cover letter - In your cover letter, describe how your background and experience align with the responsibilities for this position.
3. Copies of transcripts for all colleges and universities attended.