One-Stop Senior Student Financial Counselor, Graduate and Professional Studies

PLNU is a Christian liberal arts university in the evangelical, Wesleyan tradition, offering quality undergraduate, graduate and professional programs. We provide higher education in a vibrant Christian environment where minds are engaged and challenged, character is modeled and formed, and service is an expression of faith. PLNU is an institution that is committed to reflecting the rich diversity of God’s kingdom. We therefore encourage applications from culturally diverse candidates.

Benefits:

We are pleased to offer attractive benefits and resources. This includes benefits such as health, dental, tuition benefits for employees and dependents, competitive retirement matching, vacation and sick time, and 15 paid holidays per year. In addition, we have many opportunities to engage with our community including staff chapel and a robust wellness program.

Job Summary:

The One-Stop Student Financial Senior Counselor plays a key role in supporting daily operations, team effectiveness, and service delivery within the One-Stop Student Financial (OSF) team. This position partners closely with the Team Lead and Director to ensure business needs are met, workflows are effective, and a high standard of service is consistently delivered. The Senior Counselor is expected to think ahead, identify gaps, and bring forward solutions that strengthen both the student experience and team operations. This role provides guidance to team members, supports training and onboarding, and supervises student workers.

Salary:
Pay range $27.00 - $28.00
Actual salary offered is determined by the candidate’s experience, education, skills, and other factors, including internal equity and university funding resources.

Job Status:

Full time

***

Job Description:

What You'll Be Doing: 

Operational Excellence and Service Standards

• Deliver high-level financial counseling while setting the standard for accuracy, communication, and student experience across the team. 

• Handle complex and escalated student situations, ensuring resolution and strong follow-through. 

• Serve as a resource for team members when questions or challenges arise. 

• Model best practices in student interactions, documentation, and account management.

• Proactively identify recurring issues and trends, and bring forward recommendations to improve service and operations.
   

Team Support and Daily Operations

• Supports daily workflow by helping prioritize tasks, manage coverage, and address issues in real time. 

• Assists in maintaining consistency across call queue, appointments, and student communications. 

• Identifies trends or gaps in operations and brings forward solutions to improve team effectiveness. 

• Partners closely with the Team Lead to maintain alignment on priorities and team needs. 

• Steps in to support team coverage and continuity of service during high-volume periods or staffing gaps.
   

Training and Onboarding

• Supports onboarding of new counselors and student workers to ensure consistency in training and expectations. 

• Provides ongoing guidance and reinforcement of processes, policies, and service standards. 

• Assists in developing and maintaining training materials, scripts, and job aids. 

• Helps ensure the team is confident and consistent in execution. 

• Reinforces accountability by ensuring team members are following established processes and expectations. 

Student Advising and Functional Responsibilities

• Advise prospective and enrolled Graduate and Professional Studies (GPS) students and families on tuition, billing, and financial aid options.

• Guide students through financial aid processes, including Federal, PLUS, Alternative loans, and state and institutional aid.

• Educate students on policies, deadlines, eligibility requirements, and program guidelines.

• Review and analyze student accounts, including payments, holds, refunds, and financial aid status, to ensure accuracy and readiness.

• Resolve complex student issues related to financial aid, student accounts, military benefits, academic standing, and funding delays.

• Serve as a primary point of contact for students navigating financial aid processes, including applications, verification, S