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Financial Aid Services Assistant IV

About The Office of Financial Aid and Student Employment

Cornell University is an Ivy League institution with 16,000 undergraduate and 10,000 graduate and professional students studying at campuses in Ithaca and New York, NY. The Office of Financial Aid and Student Employment (FASE) is a central administrative student services unit in Cornell's Enrollment Division with offices at Cornell's main campus in Ithaca, NY. Our overarching purpose is opportunity and affordability - we provide/coordinate financial resources which create access and opportunity in alignment with Cornell's motto and founding principle - any person, any study.

FASE's thirty-five staff members are dedicated to helping students navigate the complex landscape of financial aid and we work closely with the Office of the University Registrar, Undergraduate Admissions Office, the Office of the Bursar, academic Schools and Colleges, and many other University stakeholders to support Cornell's diverse, world-class students and their success.

Enrollment representatives within Cornell's colleges, schools, and units regularly collaborate and partner with the Enrollment Division to accomplish the University's enrollment goals.

The Opportunity

Are you passionate about providing exceptional customer service and supporting students in their educational journey? Cornell University's Office of Financial Aid and Student Employment (FASE) is seeking a dedicated and dynamic Financial Aid Services Assistant IV to join our Student Support Services team. In this role, you will serve as a primary point of contact for students and families, ensuring they receive outstanding support and guidance throughout the financial aid process.

As a Financial Aid Services Assistant, you will:

• Provide comprehensive in-person and remote customer service to students, families, and University partners.
• Assist with the financial aid application process, document tracking, and follow-up.
• Collaborate with other core student services offices, such as the University Registrar's Office and the Office of the University Bursar.
• Ensure the accuracy, completeness, and timely processing of financial aid documents and forms.
• Support students and families with sensitivity and discretion, often involving personal finance information.
• Participate in professional development and training to stay updated on institutional, state, and federal regulations.
• Engage in continuous improvement initiatives to enhance operational excellence.

Key Responsibilities:

Document Tracking, Workflow, and Quality Assurance

• Review, scan, and process incoming documentation into the University's digital imaging and workflow system.
• Ensure documents are complete, accurate, and appropriately tagged.
• Follow up with students and families to resolve discrepancies.
• Maintain secure student financial aid and educational records.

Student Support and Customer Services

• Provide high-quality customer service, advising students and families on the financial aid process.
• Communicate via phone, email, and video call regarding document status and requirements.
• Refer students/families to financial aid counselors and other University offices as needed.
• Assist in student support events and coordinate participation with University partners.

Training, Process Support, and Continuous Improvement

• Participate in training to stay current on regulations and best practices.
• Identify and implement process improvements to enhance efficiency.
• Contribute to the development of publications and creative solutions to routine office challenges.

Other Position-Related Responsibilities

• Engage in projects and occasional travel to other Cornell locations.
• Support work responsibilities that may fall above or below the current classification.

If you are a detail-oriented team player that is ready to make a positive impact on the lives of our students, we encourage you to submit your application, including a resume and cover letter. We look forward to welcoming a new member to our FASE team!

What We Need

All applicants must include a resume and cover letter for full consideration.

• Associate's degree and 2 to 4 years of relevant work experience, or an equivalent combination.
• Excellent communication skills (verbal and written).
• Ability to manage sensitive and confidential information with discretion, integrity, and professionalism.
• Ability to proactively manage multiple assignments, work independently, and achieve goals.
• Committed to continuously expanding knowledge of technology and methods supportive of effective business processes.
• Ability to establish effective and productive working relationships.
• Experience in and/or demonstrated commitment to supporting diversity, equity, access, inclusion, and wellbeing.
• Experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds.
• Ability to serve as an advocate for individuals of all ethnicities, genders, ages, identities, and backgrounds.
• Experience as a customer service representative or other similar position.
• Proficiency with the Microsoft Office suite (Outlook, Word, Excel, etc.).
• Demonstrate understanding and operate in compliance with federal, state and university data privacy and security regulations, policies, and best practices relating to the access and use of student records.

If you have all those things, great! We have a few more things that we would prefer you to have, but it's ok if you don't.

• Prior experience working in college/university student services, financial aid, admissions, student accounts, or registration/records.
• Understanding of FERPA/data privacy policies, including ability to interpret and apply policies to daily work.
• Experience using PeopleSoft, ImageNow, CSS Profile, IDOC, or Workday.
• Fluency in English and a second language.

Rewards and Benefits

• This position is eligible for a hybrid work arrangement. Employees typically perform this role remotely 3 days per week and on-campus 2 days per week. The university reserves the right to modify, suspend, revoke or terminate the hybrid work arrangement at any time.
• Cornell receives national recognition as an award-winning workplace for our health, wellbeing, sustainability, and diversity initiatives.
• Our benefits programs include comprehensive health care options, generous retirement contributions, access to wellness programs, and employee discounts with local and national retail brands. We invite you to follow this link to get more information about our benefits: https://hr.cornell.edu/benefits-pay.
• Follow this link to learn more about the Total Rewards of Working at Cornell: https://hr.cornell.edu/jobs/your-total-rewards.
• Our leave provisions include health and personal leave, three weeks of vacation and 13 holidays: Martin Luther King, Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving and the day after, and an end of the year winter break from December 25-January 1.
• Cornell's impressive educational benefits include tuition-free Extramural Study and Employee Degree Program, tuition aid for external education, and Cornell Children's Tuition Assistance Program.

No visa sponsorship or relocation assistance is available for this position.

Diversity and Inclusion are a part of Cornell University's heritage. We are a recognized employer and educator valuing AA/EEO, and we do not tolerate discrimination based on any protected characteristic, including race, ethnic or national origin, citizenship and immigration status, color, sex/gender, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual's genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.

Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty, and staff to all identities and backgrounds. We strongly encourage individuals from underrepresented and/or marginalized identities to apply.

Familiarize yourself with Cornell's COVID-19 workplace guidance as well as the university's COVID-19 services and information.

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Non-Union Positions

Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring rate of pay for the successful candidate will be determined considering the following criteria:

• Prior relevant work or industry experience

• Education level to the extent education is relevant to the position

• Unique applicable skills

• Academic Discipline (faculty pay ranges reflects 9-month annual salary)

To learn more about Cornell's non-union staff job titles and pay ranges, see Career Navigator.

Union Positions

The hiring rate of pay for the successful candidate will be determined in accordance with the rates in the respective collective bargaining agreement. To learn more about Cornell's union wages, see Union Pay Rates.

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Online Submission Guidelines:

Most positions at Cornell will require you to apply online and submit both a resume/CV and cover letter. You can upload documents either by "dragging and dropping" them into the dropbox or by using the "upload" icon on the application page. For more detailed instructions on how to apply to a job at Cornell, visit How We Hire on the HR website.

Employment Assistance:

For general questions about the position or the application process, please contact the Recruiter listed in the job posting or email mycareer@cornell.edu.

If you require an accommodation for a disability in order to complete an employment application or to participate in the recruiting process, you are encouraged to contact Cornell University's Office of Institutional Equity and Title IX at voice (607) 255-2242, or email atequity@cornell.edu.

Applicants that do not have internet access are encouraged to visit your local library, or local Department of Labor. You may also request an appointment to use a dedicated workstation in the Office of Talent Attraction and Recruitment, at the Ithaca campus, by emailing mycareer@cornell.edu.

Notice to Applicants:

Please read the required Notice to Applicants statement by clicking here. This notice contains important information about applying for a position at Cornell as well as some of your rights and responsibilities as an applicant.

EEO Statement:

Diversity and Inclusion are a part of Cornell University's heritage. We are a recognized employer and educator valuing AA/EEO, and we do not tolerate discrimination based on any protected characteristic, including race, ethnic or national origin, citizenship and immigration status, color, sex/gender, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual's genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.

Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty, and staff to all identities and backgrounds. We encourage individuals from underrepresented and/or marginalized identities to apply.

EEO Statement: Diversity and Inclusion are a part of Cornell University’s heritage. We are a recognized employer and educator valuing AA/EEO, Protected Veterans and Individuals with Disabilities. Cornell University is an innovative Ivy League university and a great place to work. Our inclusive community of scholars, students, and staff impart an uncommon sense of larger purpose, and contribute creative ideas to further the university's mission of teaching, discovery, and engagement.

Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly