Assistant Director, Financial Aid (Undergraduate)

About the role

Join our community and experience Emerson College ! The Assistant Director, Financial Aid position reports to the Associate Director, Financial Aid and will provide operational financial aid to students and parents to assist them to understand the financial aid process as well as their financial aid package and student account balance. Additionally, this role will coordinate all aspects of the financial aid process for specific federal, state, and/or institutional programs, as well as a population of undergraduate students based on an alpha or program split. This is an important role that requires accuracy, attention to detail, and excellent customer service skills. ESSENTIAL JOB DUTIES Meet with prospective and enrolled students as requested to discuss financial concerns, answer questions about financial aid awarding and eligibility, and review alternative resources to finance education costs. Complete file review process, including the federal verification process. Review submitted documentation for accuracy and completion. Manage applications for students who submitted multiple financial aid applications. Assist with awarding need-based and non-need-based aid; adjust budgets and aid packages as appropriate for students in special programs. Find and analyze any discrepancy or area of conflicting information as it relates to a student's record or financial aid application and request the necessary documentation to correct these issues. Counsel matriculated students in the event of a financial crisis, assisting them to review their options to appeal for additional aid and requesting supporting documents to recalculate their financial need based on their changed situation. Counsel new families during the application process through the financial aid procedures; continue to work with them as the student deposits and enrolls. Coordinate financial aid appeals, making recommendations to the Director of Financial Aid. Process all aspects of specific federal or institutional programs, reviewing all documentation in a timely manner to ensure that students receive the appropriate level of funding. Provide outreach to students about registration plans that might need adjustments to their financial aid based on their registration Serve as the main point of contact for one or more federal, state, or institutional programs; liaise as necessary with the appropriate federal, state, or Emerson departments and authorities to ensure that students receive the appropriate level of funding and funds are reconciled monthly. Programs could include one or more of the following: state aid, veterans benefits, the Federal Pell Grant, Global Pathways Programs, Study Abroad, specialty institutional funds, etc. Perform general administrative tasks. Provide guidance and training to other staff members as required. Perform other miscellaneous duties as assigned. QUALIFICATIONS - Qualifications are deemed required or preferred and represent what is needed to effectively perform job. Bachelor's Degree preferred. Minimum of 3 years of experience in higher education, human resources, finance, accounting and/or strong customer service setting; 2-4 years of experience in a financial aid department is preferred. Experience with financial aid/student information system software (knowledge of Banner and/or Workday Student is preferred). KNOWLEDGE, SKILLS, AND ABILITIES - May be representative, but not all-inclusive, of those knowledge, skills, and abilities commonly associated with the job. Broad understanding of Student Financial Services general services, procedures, and policies Ability to handle difficult phone calls and student meetings by communicating information clearly and compassionately. Exceptional accuracy and attention to detail required Fluency in a second language preferred Proficiency in using Google Suite applications, Microsoft suite software, and the ability to learn new software easily Up-to-date knowledge of college and federal rules governing financial aid policies, procedures, and pre-requisites Understanding of the financial aid review cycles as it relates to applicants, current students, students returning, and students leaving or graduating Self-starter with excellent interpersonal communication and problem-solving skills Strong customer service skills and the ability to engage with students and parents in a patient and positive manner Good organizational skills with the ability to maintain multiple projects simultaneously and to prioritize tasks Ability to handle stressful situations in a courteous and professional manner Ability to engage well with a diverse population PHYSICAL ABILITIES - Activities commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals wit