Assistant Director of Financial Aid

The Assistant Director of Financial Aid leads daily financial aid operations and the student-service team within Student Financial Services. Reporting to the Executive Director, the position supervises three Financial Aid Advisors and one SFS Coordinator; ensures accurate, timely, and compliant administration of federal, state, and institutional aid; resolves complex student matters; develops staff; and advances a hospitality-based service model. The Assistant Director collaborates across Student Financial Services and the University to improve processes, communications, enrollment support, and the overall student experience, while providing departmental leadership within delegated authority. Essential Duties and Responsibilities Financial Aid Leadership and Staff Development Lead daily Financial Aid operations, establish priorities, monitor workload and quality, coordinate coverage, and ensure timely completion of work. Supervise, coach, evaluate, and develop three Financial Aid Advisors and one SFS Coordinator through clear expectations, feedback, accountability, cross-training, and professional development. Promote a collaborative, student-centered culture grounded in professionalism, empathy, ownership, continuous improvement, and the University’s values. Provide office leadership and make administrative and operational decisions within delegated authority. Student Experience, Advising, and Engagement Ensure students and families receive welcoming, accurate, accessible, and action-oriented guidance throughout the financial aid process. Model active listening, empathy, case ownership, timely follow-up, warm handoffs, and effective resolution of complex or escalated concerns. Develop proactive outreach for students with incomplete requirements, eligibility issues, approaching deadlines, borrowing concerns, or financial barriers. Use feedback and service trends to improve communications, procedures, technology, and self-service resources, and represent Financial Aid at campus events and presentations. Financial Aid Administration and Regulatory Compliance Oversee the review, awarding, revision, disbursement, and reconciliation of federal, state, institutional, and private aid in accordance with applicable requirements and University policy. Monitor FAFSA and ISIR processing, verification, conflicting information, packaging, Pell Grants, Direct Loans, state aid, institutional aid, professional judgment, SAP , and related eligibility matters. Resolve complex processing issues and exceptions, and support Return of Title IV Funds, enrollment-related eligibility reviews, reconciliation, and other assigned compliance functions. Monitor regulatory changes and coordinate implementation, documentation, communication, and staff training. Support audits, program reviews, compliance monitoring, regulatory inquiries, internal controls, and timely escalation of risks. Communications, Financial Literacy, and Outreach Develop accurate, accessible, student-friendly communications and coordinated outreach regarding requirements, deadlines, awards, borrowing, academic progress, and available support. Ensure communications use plain language, consistent messaging, clear ownership, and specific next steps while protecting privacy. Support financial literacy and wellness programming and maintain current Financial Aid website and publication content. Collaborate with campus partners on outreach that supports recruitment, enrollment, persistence, and completion. Operations, Reporting, and Collaboration Maintain procedures, calendars, reports, quality-control tools, and documentation required for consistent operations and reporting. Partner with SFS leadership and business analysts on systems, reporting, issue resolution, and implementation of operational and regulatory changes. Use data to monitor workload, timeliness, quality, unresolved requirements, and student outcomes; recommend corrective and process‑improvement actions. Strengthen internal controls, data integrity, service handoffs, and cross-functional coordination with campus partners. Manage competing priorities, protect confidential information, maintain professional knowledge, and perform other duties as assigned. Education, Certifications and/or Licenses Bachelor’s degree from an accredited college or university. Experience Required Qualifications Four years of progressively responsible experience in financial aid administration or a closely related student financial services area. Demonstrated knowledge of federal and state financial aid programs, regulations, eligibility requirements, and operational processes. Demonstrated experience leading projects, coordinating work, training colleagues, or supervising employees. Experience counseling students and families and resolving complex or escalated service concerns. Strong written, verbal, interpersonal, organizational, analytical, and problem‑solving skills. Experience using student information systems, financial aid systems, Microsoft Office applications, and data or reporting tools. Ability to exercise independent judgment, maintain confidentiality, manage competing priorities, and meet regulatory and institutional deadlines. Demonstrated commitment to customer service, student engagement, collaboration, equitable treatment, and continuous improvement. Must meet all eligibility requirements for access to federal student aid systems, including not being in default on a federal student loan. Preferred Qualifications Five or more years of progressively responsible financial aid experience, including formal supervisory or leadership responsibility. Master’s degree in Higher Education Administration, Business Administration, Public Administration, Counseling, Finance, or a related field. Experience with Ellucian Colleague or a comparable student information and financial aid system. Experience with Title IV processing, verification, packaging, Pell Grant and Direct Loan administration, state aid, SAP , professional judgment, reconciliation, audit support, or Return of Title IV Funds. Experience developing student communications, financial literacy programs, service standards, training resources, or outreach initiatives. NASFAA Certified Financial Aid Administrator designation, NASFAA credentials, or other advanced financial aid training. Knowledge, Skills & Abilities Financial aid administration and regulatory compliance. People leadership, coaching, delegation, and accountability. Student-centered hospitality, service recovery, and clear communication. Operational planning, quality control, documentation, and deadline management. Analytical judgment, problem‑solving, data use, and continuous improvement. Cross-functional collaboration, professional discretion, and effective use of administrative and reporting systems. #J-18808-Ljbffr