Point Loma Nazarene University School of Education

Counselor

• Guiding students through financial planning, account management, and financial aid processes while delivering exceptional service
• Acting as the primary point of contact for financial aid, guiding students through applications, verifications, and resolving account discrepancies
• Managing and analyzing student accounts, including payments, holds, refunds, and collections, while maintaining compliance with federal and institutional policies
• Collaborating with departments such as Enrollment, Admissions, and Student Success to ensure a seamless student experience
• Hosting workshops and orientations to educate students on financial literacy, aid programs, and institutional policies

Student Financial Counselor

Customer Support

• Engage prospective students through phone, email, text, and chat to build rapport, understand goals, and guide them through the early stages of the admissions process
• Apply lead qualification strategies to assess student readiness, prioritize outreach, and align engagement efforts with enrollment objectives
• Deliver accurate, clear, and timely information about programs, admissions requirements, and next steps, reflecting strong institutional and program knowledge
• Maintain consistent speed-to-lead and follow-up practices to ensure timely engagement with new and existing inquiries
• Schedule appointments and facilitate effective warm transfers to Admissions/Enrollment Counselors, ensuring a seamless student experience
• Utilize CRM systems to accurately track student interactions, manage follow-up workflows, and maintain data integrity
• Manage a high volume of concurrent tasks, including calls, messaging, scheduling, and documentation, while maintaining quality and attention to detail
• Meet and maintain key performance metrics including contact rates, appointments scheduled, lead conversion, and engagement outcomes
• Support informational events and outreach initiatives as needed
• Collaborate with team members and leadership to improve processes, share insights, and enhance the overall student experience

Student Financial Counselor

Enrollment Support Specialist