• Administer the accurate delivery of financial aid and scholarships by effectively analyzing student records and making necessary updates and corrections based on documentation received. • Employ professional judgement, as authorized by the Department of Education, to make changes to FAFSA data elements to ensure eligibility is based on a student’s current family financial situation. • Communicate clearly about documentation students/parents need to provide, update systems to reflect needed documentation. • Review documentation once received, verify we have received the necessary information, make reasonable, informed, fair and consistent decisions on courses of action and makes necessary adjustments to accurately reflect a student’s eligibility. • Document situation and changes/adjustments that are made. • Collaborate with team members to determine daily priorities and division of work based on the established expectations of management. • Communicate clearly with team and other EM staff to resolve issues, request or offer assistance, and to ensure student needs are being met accurately and timely. • Resolve complex problems by analyzing documents and researching federal, state and institutional policies and regulations. • Manage conflicts and resolve complaints and develop prevention strategies. • Design, develop and implement educational service programs related to financial aid and scholarships. • Counsel and thoroughly explain processes to customers via in-person, online or telephone. • Respond to questions from internal customers concerning processes in which staff member is involved and/or work staff member has completed. • Routinely answer “Acknowledged” and “In Process” tickets and assist with tickets during peak times. • Continually monitor the ever-changing rules, regulations, policy bulletins and statutes from federal, state, other agencies and the University. • Continually review, update and follow policies and procedures to ensure compliance with federal, state and institutional policies regulations and to ensure best practices are in place. • Train staff in areas of expertise. • Perform other related duties as assigned by supervisor and other senior EM staff.