Financial Aid Advisor - Bilingual

Position Summary

Full-Time Support Staff, new position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The Financial Aid Advisor support students by providing expert guidance on the Ontario Student Assistance Program (OSAP) and other funding sources, serving as the primary French-language contact. This role involves processing financial aid applications, interpreting policy, resolving complex issues and collaborating across departments to ensure students receive timely and accurate financial support.

Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department through a hybrid work arrangement, Monday to Friday, 8:30 a.m. to 4:30 p.m., with 2-3 days on-site at the Doon campus located at 299 Doon Valley Drive in Kitchener, ON, and 2-3 days remote.

Responsibilities

OSAP

• Interpret and apply OSAP policies outlined by the Ministry of Colleges and Universities (MCU)
• Assess application data to determine student eligibility for provincial and federal funding
• Review complex and sensitive supporting documentation from government agencies, education and financial institutions, medical professionals, social and legal services, etc.
• Validate the authenticity of documents and professional credentials
• Review French-language OSAP forms and refer to the Ministry for processing when required
• Review student citizenship status and residency history to confirm eligibility for OSAP
• Maintain confidentiality and ensure compliance with the Freedom of Information and Protection of Privacy Act (FIPPA) and privacy standards
• Identify and escalate atypical applications for special case assessment
• Write and maintain internal process guides and manuals
• Report suspected fraud to the Ministry in conjunction with the Associate Registrar
  
  

Financial aid advising

• Advise students on funding programs, eligibility, budgeting and potential options
• Serve as primary contact for French-speaking students in person, virtually or by phone
• Verify the accuracy of financial need assessments
• Provide information on award, scholarship and bursary opportunities
• Offer budget planning and money management guidance for students
• Troubleshoot issues with the National Student Loans Service Centre (NSLSC)
• Educate students on loan repayment and Government Repayment Assistance Programs (RAP)
• Recommend financial aid options for students with complex financial or family situations
• Refer students in emotional distress due to financial hardship to financial support programs or campus support services, where appropriate
  
  

Academic progress reviews

• Analyze student academic performance to determine OSAP eligibility
• Review student discontinuance decisions and apply academic penalties to the OSAP file
• Analyze cases of academic failure or non-participation
• Issue academic progress penalties (e.g., probation, restriction)
• Assess student documentation to determine continued funding eligibility; reassess and reinstate OSAP eligibility for students who meet the terms of their probation or restriction
  
  

Appeals

• Analyze student OSAP issues and recommend appropriate appeals
• Ensure required documentation is collected and submitted
• Review Personal Circumstance Review (PCR) requests for academic progress penalties and provide recommendations to the appeal committee
• Update OSAP applications with PCR outcomes and process any resulting changes
  
  

Events

• Represent Student Financial Services at college recruitment events, delivering presentations to promote programs, opportunities, initiatives and financial literacy
• Introduce OSAP to first-time borrowers during student orientation and deliver ongoing financial aid presentations to current students
  
  

Qualifications

• A two-year diploma in Business, Communications, Social Sciences, French, French studies or related field is required
• Fluency in French and English including excellent verbal, written, and comprehension skills is required
• Minimum three years of practical experience in student or client services and experience working with multiple large database systems, ideally in an educational environment
• Direct experience working with OSAP, other financial aid or social assistance programs, including eligibility criteria or case management is required
• Experience with sensitive and confidential information and understanding of FIPPA legislation
• Strong communication and client service skills, with the ability to respond with tact, diplomacy, integrity, and professionalism
• Ability to interpret and explain complex government and institutional policies and procedures
• Ability to deliver professional, efficient customer service in high-demand environments
• Proficient in Microsoft Office, particularly in Excel
• Strong analytical, problem-solving and decision-making skills to interpret policy and address student concerns effectively
• Ability to communicate clearly with diverse student populations, including those whose first language is not English, students with disabilities and students at high-risk of academic failure
• Comfortable working both independently and in a team environment