Senior Assistant Director of Financial Aid

Senior Assistant Director Of Financial Aid, Client Services SupervisorReporting to the University Director of Financial Aid, the Senior Assistant Director of Financial Aid, Client Services Supervisor is primarily responsible for the day-to-day flow of customer service efforts for the undergraduate financial aid office. This position monitors the work of customer service staff to ensure prompt, efficient, and courteous service. This position supervises the front-line service as well as the more complex referrals to a counselor and/or assistant director. This position is the first contact for escalated issues/referrals from the front desk or assistant directors. In addition to supervising the work of others, this position also provides information and advice to parents and students, both prospective and current, regarding the financial aid application process, including regulations and eligibility for various aid programs. The Senior Assistant Director guides applicants through the adjustment and appeal process, providing customer service via phone, email, and in person. Oversees front desk coverage during office hours and maintains the "on call" schedule for assistant directors performing counseling functions. This position also has an assigned "caseload" of financial aid applications and commits millions of dollars in university financial aid each year.Specific responsibilities:Supervises the scheduling and work of the Counseling staff. Trains staff to provide detailed information and advice on how aid eligibility is calculated, how aid impacts invoices, and how enrollment and academic performance interacts with federal, state, and University financial aid policies for students and parents. Maintains the counseling schedule for other assistant directors to ensure coverage to answer more complex questions. During absences, adjusts the schedule to ensure availability of counseling staff. When needed, takes referrals of escalated customer service issues.Provides detailed information and professional advice to parents, students, and staff regarding financial aid eligibility, including University policies and federal and state regulations. Considers requests for adjustments and additional aid on a case-by-case basis and provides advice via e-mail, phone and in person. Guides students through the application process including the intricacies of the verification of information submitted on the FAFSA and College Board PROFILE forms.Compiles and maintains term, monthly, and yearly contact reports, using trend analyses to inform counseling strategy, staff coverage, communication timing, and targeted outreach efforts; collaborates with senior leadership to adjust operations and engagement strategies based on reporting dataDirectly supervises two front-line advisors and one counselor; monitors the flow of customer service and assists front-line advising staff in their efforts. Ensures that the service needs of students and families are met and facilitates the escalation of conversations to others in the office.Analyzes complex financial aid applications for approximately 300 to 400 undergraduate students; determine aid eligibility under the terms of both federal and institutional methodology by following federal and state regulations and interpreting University guidelines; formulate financial aid packages to meet student need, as well as recruit and retain a diverse student body. Must exercise discretion in determining when it might be appropriate to invoke authority to use professional, independent judgment to deviate from federal methodology on a case-by-case basis. Must use good judgement in committing millions of dollars in University funding to students each year.Stays abreast of federal and state regulations and institutional policies and procedures in order to provide excellent customer service. Responsible for managing a specific financial aid project area, to be assigned. Project areas may include federal eligibility assessment, federal verification, federal/state grant programs, federal/private loans, institutional scholarships, study abroad financial aid, athletic assistance and additional federal regulations and institutional programs, as developed.Responsible for presenting at high school financial aid nights and student information sessions.Minimum qualifications:Bachelor's Degree.Demonstrated ability to consistently display accuracy and attention to detail.Receptive to feedback, willing to learn and embrace continuous improvement.Demonstrated ability to communicate effectively one-to-one, in small groups and in public speaking contexts.Ability to write precise, well-organized emails, letters and proposals while using appropriate vocabulary and grammar.Effectively performs duties and responsibilities with attention to detail while demonstrating support for organizational policies.Demonstrated energy and desire to achieve and ability to take action that no one has requested to improve or enhance job results and avoid problems.Ability to actively listen to others' opinions and ideas and to respect and seek to understand differences in opinions.Preferred qualifications:2-3 years' experience in a financial aid office.Willingness to facilitate open and effective communication, cooperation and teamwork within and outside of one's own team.Experience supervising a customer service or counseling function, preferably in a financial aid office.Exhibits understanding of natural sources of conflict and acts to prevent or soften them.Ability and willingness to explore alternatives to existing products and services and identify opportunities to improve procedures and practices.Ability to explain financial aid regulations to parents and students.Excellent communication skills, both written and oral.Ability to work with nationally known need analysis methodology.