Job Details

Administrative Assistant I - Student Financial Services

Position Number: 6918661
Location: Brockton, MA
Position Type: Financial Aid

Administrative Assistant I - Student Financial Services

Location: Brockton, MA Category: Professional Posted On: Tue Feb 10 2026 Job Description:
Reporting to the Senior Special Program Coordinator, the Administrative Assistant I serves as a key front-facing member of the Student Financial Services team, providing high-volume customer service to students and families. The position delivers in-person, kiosk-based assistance related to financial aid, billing, payments, refunds, and enrollment-related processes and supports students in navigating college systems and required financial steps.

The role plays a central part in supporting FAFSA and MASFA completion, proactive outreach, and file-completion efforts associated with the expansion of last-dollar financial aid programs. Based in Student Central, the Administrative Assistant I serves as a primary point of contact for students seeking assistance with FAFSA, MASFA, and related financial aid processes, providing real-time guidance with online systems, required forms, and financial aid requirements to help students complete necessary steps accurately and efficiently.

Working collaboratively with Student Central's front-line enrollment services staff and with colleagues across Financial Aid and Student Accounts, the Administrative Assistant I supports a coordinated one-stop service model to ensure students receive timely, accurate assistance. Responsibilities may shift based on operational needs, staffing levels, and peak service periods, and the position is expected to maintain flexibility to support a broad range of customer service, administrative, and transactional functions to meet student demand.

This position involves significant direct interaction with students and families and requires strong customer service, communication, and problem-solving skills. While service is delivered primarily through in-person, kiosk-based support, the role also provides phone, email, and virtual office coverage and supports workshops, outreach, and file-completion activities, including the possibility of limited remote work to support virtual appointments and customer service.

Responsibilities and Duties:

Provide high-volume customer service to students and families through in-person, kiosk-based support in Student Central, as well as through phone, email, and virtual appointments. Address inquiries related to financial aid, billing, payments, refunds, and enrollment-related processes.
Serve as a primary point of contact for students and families seeking end-to-end assistance with FAFSA and MASFA completion, including FSA ID creation, account setup, contributor invitations, required signatures, submission troubleshooting, and follow-up requirements.
Provide guided assistance to students completing federal and state financial aid requirements, including verification documentation, prior degree affidavits, FAFSA corrections, Master Promissory Notes, and entrance loan counseling.
Assist students and families in using self-service tools and the student portal to access and manage financial aid, billing, and enrollment information, including course registration, making payments, enrolling in payment plans, submitting health insurance waivers, and completing institutional forms.
Execute FAFSA and MASFA completion and file-completion outreach campaigns by contacting students with incomplete applications or outstanding requirements and documenting outreach efforts and outcomes.
Accurately document student interactions, application progress, and materials received by entering notes and updates in Banner.
Refer complex cases, eligibility questions, and special circumstances to appropriate staff for review and resolution.
Provide cross-functional customer service in collaboration with Student Central's front-line enrollment services staff and with colleagues across Financial Aid and Student Accounts to support a coordinated one-stop service model and consistent student assistance.
Support FAFSA and MASFA workshops held in Brockton, Canton, Middleborough, and online by assisting students and families with application completion and related requirements.
Participate in required training and professional development to maintain current, expert-level knowledge of FAFSA and MASFA application processes, system changes, and related financial aid requirements.
Represent Student Financial Services at orientations, registration events, outreach activities, and enrollment-related programs as needed; occasional evening or weekend work may be required.
Maintain compliance with applicable federal, state, and institutional policies related to student records confidentiality (FERPA), secure handling of financial information (PCI), and safeguarding of personal data (GLBA).
Perform other duties as assigned.

Job Requirements:
Applicants must have at least (A) two years of full-time, or equivalent part-time, experience in office management, office administration, business administration or business management, the major duties of which included one or more of the following functions: purchasing, personnel management, budgeting, accounting, records management, work simplification, grants management, contract administration or program management, (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. An Associate's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience.*

II. An Associate's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience.*

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Applicants who do not meet the qualifications stated above are encouraged to put in writing precisely how their background and experience have prepared them with the equivalent combination of education, training, and experience required for the responsibilities of this position.

Preferred Qualifications:

Experience providing customer service in a student-facing, public-facing, or service-oriented environment.
Interest in or exposure to financial aid processes, including FAFSA completion; experience supporting MASFA completion is a plus but not required.
Ability to learn and apply step-by-step processes related to financial aid applications, verification, and other file-completion requirements with training and supervision.
Strong interpersonal and communication skills, with the ability to explain processes clearly and patiently to students and families.
Comfort assisting individuals with online systems, forms, and self-service tools, including portals and web-based applications.
Ability to provide accurate, courteous service across multiple channels, including in-person, phone, email, and virtual appointments.
Proficiency with basic computer applications, including Microsoft Word, Excel, and Outlook; willingness to learn student information systems such as Banner.
Interest in working in a higher education setting; prior experience in higher education is helpful but not required.
Experience working with or supporting individuals from diverse backgrounds and with varying levels of familiarity with complex processes.
Fluency in one or more languages in addition to English.

Additional Information:
Position Status: AFSCME union position, full-time, state funded with benefits

Hours: 37.5 hours per week. This position may be eligible for telework in accordance with the College's telework policy.

Salary: $2,110.33 biweekly/$54,868.54 annually. Graden15 Step 1

Worksite: Assignments will include all Massasoit sites and additional locations as necessary.

Classification Specification: https://www.mass.edu/forfacstaff/classificationspecs/home.asp

Deadline to Apply: February 24, 2026

To apply, visit http://massasoit.interviewexchange.com/jobofferdetails.jsp?JOBID=197196