Administrative Support Associate - 60

High school diploma or equivalency; or demonstrated possession of the competencies necessary to perform the work.

N/A

To assist students and parents in obtaining the financial assistance necessary for a college education at UNCP.

This position serves as the primary point of contact for the Office of Financial Aid and Scholarships, managing front-line phone calls and in-person walk-ins. The role supports the Financial Aid Service Center and provides departmental coverage in the absence of the Office Manager. Given the high volume of students receiving federal and state financial aid 74.77% of undergraduate and 62.22% of graduate this position is responsible for managing student intake, ensuring accurate triage, assigning students to the appropriate staff for assistance in a timely and efficient manner, and supervising Federal Work-Study students assigned to the office.

Established in 1887 as a school for the education of American Indians, The University of North Carolina at Pembroke serves a distinctly diverse student body and encourages inclusion and appreciation of the values of all people. Located in the heart of Pembroke, N.C., UNCP boasts an enrollment of 8,200 in 41 undergraduate and 18 graduate programs and offers a personalized learning environment where faculty and staff are dedicated to engaged scholarship, high academic standards, creative activity and public service. Spread over 281 acres, the campus offers a sense of community and belonging--a place where faculty and staff feel supported, take pride in the university's mission, and are devoted to excellence in teaching, learning and research, and to developing leaders who make a difference in their communities.

1. Serve as the first point of contact for the Office of Financial Aid and Scholarships by managing incoming phone calls and in-person walk-ins.

2. Provide accurate general information regarding federal, state, and institutional financial aid programs, policies, and procedures.

3. Assess student needs, triage inquiries, and ensure students are assigned to the appropriate Financial Aid staff for timely assistance.

4. Manage a high-volume student population, including undergraduates and graduates receiving federal and state aid.

5. Provide support to the Financial Aid Service Center and the broader department to ensure efficient daily operations.

6. Assist with workflow coordination and administrative functions as needed.

7. Serve as departmental coverage during the Office Manager's absence, ensuring continuity of services and adherence to office procedures.

8. Supervise, train, and assign duties to Federal Work-Study students assigned to the office.

9. Monitor student employee performance, attendance, and adherence to confidentiality and customer service standards.

10. Ensure work-study students are effectively supporting front-line operations and student service functions.

11. Communicate consistently with Financial Aid staff to relay student needs, appointment flow, and service priorities.

12. Support customer service initiatives aimed at improving the student experience and service efficiency.

13. Assist with distributing information and reinforcing office policies and procedures to students.

14. Ensure adherence to FERPA and institutional confidentiality requirements in all student interactions.

15. Assist with maintaining accurate intake records and supporting documentation as required by departmental procedures.

16. Assist with Switchboard Operator Calls when needed.

16. Duties assigned by the Director of Financial Aid and Scholarships

- Customer Service Experience (Required)
- Have some supervisory experience (preferred)
- Have some financial aid knowledge (preferred)

None

This position is subject to the successful completion of an employment background check. An employment background check includes a criminal background check, employment verification, reference checks, license verification (if applicable) and credit history check (if applicable). In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. New employees are paid only by direct deposit to the financial institution of their choice. Candidates claiming Veterans Preference must attach a copy of their DD-214 as a part of the online application process.

UNC Pembroke is an Equal Opportunity Employer. The University prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibits discrimination against all individuals based on their age, race, color, genetic information, religion, sex, sexual orientation, gender identity or expression and national origin. UNC Pembroke is a VEVRAA Federal Contractor and seeks priority referrals of protected veterans for our openings.