Financial Aid Counselor - Customer Service

Financial Aid Counselor - Customer Service

Salary

$18.91 - $21.63 Hourly

Location

Waterfront Plaza, Honolulu, Hawaii

Job Type

Staff - Regular Full Time Non-Exempt

Job Number

02764

Department

Financial Aid Office Administration

Opening Date

10/23/2026

• Description
• Benefits
• Questions

Hawai'i Pacific University is designated as an Alaskan Native and Native Hawaiian (ANNH) Serving Institution by the US Department of Education. As such, we strive for accurate displays of the Hawaiian language in all our institutional materials. This includes the appropriate use of diacritical marks such as the 'okina and kahako. Unfortunately, at times external vendors and other third-party technology integrations do not support the use of these characters. Mahalo for your understanding.

Description

Job Summary:

The Financial Aid Counselor-Customer Service position reports to the Associate Director of Customer Service and Programs. This position advises and counsels students, parents and the HPU community on all aspects of financial aid programs, eligibility, budgeting, financial planning strategies, and academic progress. This position also shares responsibility for delivering excellent customer service as a member of the financial aid team as well as supports and participates in activities that enhance enrollment and retention of students. In addition, this position will assist in the processing of federal, state, and institutional financial aid in accordance with all federal, state, NCAA, and institutional regulations, policies, and procedures.

Location: This position is based out of our 5A Student Services office in Waterfront Plaza, located in downtown Honolulu.

Qualifications:

Minimum Qualifications:

• A Bachelors degree or a combination of relevant work and educational experience
• One or more years customer service experience
• Proficiency with MS Office.

Desired Qualifications:

• Two or more years of experience working in higher education counseling students, parents in the processing of federal financial aid preferably in a traditional college/university financial aid office.
• Knowledge of awarding and disbursing of federal financial aid.
• Experience with financial aid systems/software, preferably Ellucian Banner.
• Ability to manage complex tasks with minimal or no supervision.

Other Qualifications:

• Candidates must be legally authorized to work in the United States. Visa sponsorship and relocation allowance is not available for this position.
• Report to work obligations to support the department and may require work during HPU's winter break, if necessary.
• This position may be considered an essential position with report to work obligations depending on the type of emergency, campus closure, or evacuation.
• Must meet training and background check qualifications and comply with the Protection of Minors policy.
• Able to work all shifts and extended hours, including evenings and weekends.
• Successful candidate will be able to work in an environment that utilize excellent time and stress management skills.

Key Responsibilities/Essential Job Functions:

1. Financial Aid Counseling (55%)

• Counsel students and educate parents regarding federal, institutional and state financial aid opportunities and the responsibility of repayment of federal and alternative loans.
• Counsel students, parents and staff on the Free Application for Student Aid (FAFSA) application process, and the packaging and disbursement processes.
• Counsel students and parents in the necessity of specific information when a student's file is selected for verification by the United States Department of Education (ED), or request review for special circumstances.
• Manage customer engagement through various means of communication such as a chatbot, email, telephone, and virtual meetings.
• Participate in various financial aid outreach events (some evenings and weekends) including in-person and virtual presentations

2. Financial Aid Processing (40%)

• Assist team members with processing and awarding
• Review documents from students and parents to ensure completion
• Scanning and Indexing documents in compliance with federal regulations
• Responsible for the packaging and revision of student financial aid awards
• Process various reports in a timely manner to ensure compliance such as potential over-awards, negative need processes, and ISIR/EFC review.
• Assist with updating forms and various messaging platforms

3. Performs other related duties as assigned (5%)

• Actively participates as an effective member of team by completing assigned duties, accepting additional assignments or reassignments.
• Assists with seasonal peaks.

This description is not designed to list all activities, duties or responsibilities which may be required for this job. Other duties, responsibilities and activities may be assigned at any time.

Hawaii Pacific University is an Equal Opportunity Employer committed to fostering a diverse, equitable environment in which faculty and staff can excel irrespective of race, color, national origin, sex, disability, age, genetic information, sexual orientation, gender identity/expression, marital status, or any other protected class covered by state and federal law. Hawaii Pacific University encourages applications from veterans and individuals with disabilities. A pre-employment background investigation is performed on candidates selected for employment.

We are committed to providing equal employment opportunities to all applicants, including individuals with disabilities. In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations are available throughout the application and hiring process. If you require an accommodation, please contact hr@hpu.edu to request assistance.

Hawaii Pacific University is a learning community where staff, faculty, and more than 5,000 students come together from around the world to learn and work in a spirit of caring, honesty, freedom, and ohana (family).

Cooperation, communication, and collegiality are the foundation of our community. We fulfill the responsibilities of our educational mission through mutual trust and respect, innovation and involvement, expertise, and intellectual fellowship. We offer all members of our community the opportunity to excel, including resources and rewards commensurate with individual contributions and potential. As a team, we are committed to serving our local and global communities and embrace our values of aloha, pono, and kuleana.

We seek talented and energetic people who thrive on challenge and innovation in supporting the mission and values of our university. HPU offers competitive compensation and a comprehensive benefits package.

For student employment, please visit Career Development Center.

Why consider a career with HPU? Here are some of the benefits of employment . . .

Time Off A generous schedule that recognizes 15 holidays annually, plus winter break days off between Christmas and New Years. Eligible employees also receive vacation, sick and other types of paid leave.

Tuition Waiver Full time employees and spouse/dependent children pursuing a higher education degree at HPU may apply for a tuition waiver.

Health and Wellness Comprehensive health insurance, life and disability insurance, employee assistance program and wellness program.

Retirement Plan Eligible employees can start saving for the future and enroll in the Hawaii Pacific University 403(b) retirement plan upon hire.

Discounts Discounts for products and services including airlines, rental car, hotels, theme parks, attractions, gift cards, restaurants, and more.

01

Do you have a bachelors degree or a combination of relevant education and work experience?

• Yes
• No

02

Do you have at least one (1) year of customer service experience?

• Yes
• No

03

Do you have experience using Microsoft Office applications (e.g., Word, Excel, Outlook, and PowerPoint)?

• Yes
• No

Required Question

Employer Hawaii Pacific University

Address Waterfront Plaza

500 Ala Moana Blvd Ste 4-545

Honolulu, Hawaii, 96813

Phone 8085441188

Website http://www.hpu.edu/jobs