Associate Director, Financial Aid

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Position Title: Associate Director, Financial Aid Time Type: Full time Position Summary and Qualifications: The Associate Director for Financial Aid is responsible for analyzing, assessing, and exercising independent judgment to address and resolve concerns associated with financial aid, financing options and general billing questions. The Associate Director will work diligently to educate students and enforce institutional, federal and state financial aid policies, while assisting in making the overall financial aid process as seamless as possible. Reporting to the Senior Associate Director or Financial Aid, this position will involve significant interaction and collaboration with all members of the Office of Financial Aid, Office of Student Accounts and Office of the Registrar, as well as students, alumni, faculty, and other university constituents. The Associate Director must be strategic yet empathetic, have strong communication and problem-solving skills, and be comfortable discussing highly-sensitive financial matters with students and families. The Associate Director will work collaboratively within a unit devoted to superior student service and the mission of the University. Essential Duties & Responsibilities Entrusted with decision-making responsibilities for the office in collaboration with and in the absence of the Senior Associate Director and Senior Director for Financial Aid. Supervision and professional development of at least 2 direct reports and indirectly supervising other Financial Aid Counselors and Assistant Directors as needed. Adhere to university policies with regard to administering financial aid according to federal, state and institutional guidelines, while exercising independent judgment in the resolution of student and parent financial concerns. Manage the weekly student refund process for all three campuses in coordination with University City and Lancaster location partners and the Office of Student Accounts. Manage financial aid processing for an undergraduate and graduate caseload, including: completing federal verification, processing PLUS and GradPLUS Loans, private loans, loan changes and PHEAA State Grants and resolving associated issues (i.e.-C-flags, over-awards, etc.). Have shared oversight, in conjunction with department leadership, of the Financial Aid Office's associated KnowledgeBase in Team Dynamix, taking a lead role in assigning service requests to appropriate staff in Financial Aid and, as appropriate, Office of Student Accounts and Registrar's Office, on a daily basis. Manage the office coverage schedule (phones and drop-ins) and external messaging related to office schedule. Meet with students and families to analyze and assess needs related to financial aid and general billing questions. Work to bring concerns to closure and advise students of various implications of any changes with a high level of customer service in-person or through other forms of communications. Assist with new and returning package auditing during initial, large releases, serve as backup to daily auditing as needed and assist in processing new student package revisions as a result of housing status changes. Review daily disbursement sessions run by the Office of Student Accounts for accuracy. Manage the posting of all tuition discounts/exemptions to student records and coordinate with other University offices on associate processes. Conduct financial aid presentations/webinars in support of new student recruitment and current student retention, sometimes outside of regular office hours. Work within the regulations of Title IV and FERPA. Secondary Duties & Responsibilities Assist in the administration of the University's Student Financial Wellness Program, HawkCent$, including doing presentations as needed. Participate in ongoing training sessions to develop knowledge of financial aid regulations and attend relevant professional conferences and meetings, using working knowledge, as appropriate, to identify opportunities to improve procedures and policies. Perform other duties as assigned by supervisors and Enrollment Management leadership. MINIMUM QUALIFICATIONS: (Education/Training and Experience) Required: Bachelor's degree. Five to seven years in a leadership role, preferably in a customer service area. Five to seven years' experience working with complex regulations and policies. Excellent customer service and communication skills in fast-paced environment to meet the needs of students and their families Demonstrated advanced ability to make decisions and problem-solve based on objective data while applying complex regulations and institutional policies. Demonstrated ability to manage time, balance multiple priorities, and work in a collaborative environment with University constituents, and under specific deadlines. Must be a flexible, team-player Must be in good standing in all Federal Title IV programs. Candidates will undergo University-required pre-employment backgroun

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