Associate Director of Operations & Customer Service, Financial Aid

The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff "for fit" makes significant contributions to Howard University's overall mission.

At Howard University, we prioritize well-being and professional growth.

Here is what we offer:

• Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
• Work-Life Balance: PTO, paid holidays, flexible work arrangements
• Financial Wellness: Competitive salary, 403(b) with company match
• Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
• Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture

Join Howard University and thrive with us!

https://hr.howard.edu/benefits-wellness

BASIC FUNCTION:

The Associate Director of Operations and Customer Service for Graduate and Professional Programs supervises the daily operations of the financial aid counseling area of the Office of Student Financial Aid for the graduate and professional programs, ensuring excellent customer service and guidance are provided to financial aid applicants and their families throughout the financial aid application process. Manages efficient, accurate and timely practices that determines eligibility within the parameters of institutional, state and federal requirements. The Associate Director of Operations and Customer Service for Graduate and Professional Programs assists in providing overall financial aid leadership and helps develop policies and procedures for the financial aid process. This position serves as the front-line contact for internal and external customers to include other departments on campus in regard to complaints relating to financial aid counseling and works to improve any operational gaps or inefficiencies. This position reports to the Sr. Associate Director of Graduate and Professional Programs.

SUPERVISORY ACCOUNTABILITY:

Responsible for supervising, orienting, providing support and training the Assistant Directors of Graduate and Professional Programs and the Financial Aid Counselors within these units. This position is responsible for assigning and reviewing the work of all direct reports to this position that fall within the units of graduate and professional programs.

NATURE AND SCOPE:

Internal contacts generally include administrators, faculty, students, and staff. External contacts generally include vendors, consultants, visitors, and the general public.

PRINCIPAL ACCOUNTABILITIES:

• Exercises independent judgment in the management of operational details of the financial aid process including but not limited to:
• Provide advising and training throughout the financial aid process to the Assistant Directors of Graduate and Professional Programs, and the Financial Aid Counselors of these units as they interface with prospective, new and current students and their families.
• Reviews incoming financial aid application and any supporting documentation needed to determine the accuracy of the financial and household information reported on the FAFSA. This requires knowledge of not only federal financial aid regulations but IRS tax laws and how they relate to federal financial aid.
• Ensure assigned duties of the Assistant Directors of Graduate and Professional Programs and the Financial Aid Counselors are being completed with a high degree of accuracy to ensure compliance while experiencing multiple interruptions, including assisting with front desk coverage and support.
• Exercise great attention to detail when completing assignments as error in judgment or calculations could result in unintended consequences for the student and/or the institution such as under or over funding of a student, loss of student eligibility, audit findings, fines, damage to school's reputation or loss of institutional eligibility.
• Work weekly reports to remove C-Flags/suspense files, grade level increases and over-awards. Will have the authority to recalculate and makes changes to financial aid awards when student's eligibility changes, including reviewing and adjusting multiple Pell reporting.
• Maintain knowledge of federal, state and institutional policies as it relates to the awarding and disbursements of federal, state and institutional aid.
• Participate in the financial aid policy and procedures manual revision process as needed.
• Assists with the oversight of the administration of both the federal and private loans, including uploading loans, certifying private education loans, transfer monitoring, suspense files, verification, federal work-study and resolving issues between the university's Banner system, Workday, and the Dept of Education.
• Oversee and assist with the timely processing of the return of Title IV funds to ensure great attention to detail is being exercised to avoid any missed deadlines or errors in judgment or calculations.
• Participation in state, regional and national professional development activities to ensure a complete understanding of federal and state regulations and remain current on changes to the federal and state aid programs.
• Must ensure the financial aid counseling team is capable of utilizing conflict resolution skill to pacify disgruntled students and parents, helping them to understand the situation and identify potential solutions to issues.
• Serve as the first point of contact for Deans/Chairs of departments across campus, and provides assistance to directly reports at they are the first point of contact for students, parents and employee escalations directed from the Assistant Directors of Graduate and Professional Programs in addition to the Financial Aid Counselors of these units.
• Maintain student confidentiality in accordance with FERPA regulations.
• Implement a seamless process that ensures students are receiving Exit Counseling information upon withdrawal, graduation or dropping below half time.
• Ensure TEACH grant eligibility is being monitored efficiently, including checking GPAs after each semester, ensuring required documents are completed, sending TEACH Exit information, etc.
• Process internal and external scholarship awards and grants for the graduate/professional populations. Also certify external notifications for students to be considered for state awards and external scholarships.
• Participates in committees to review Satisfactory Academic Progress (SAP) appeals, Professional Judgment requests, and Howard University Scholarship appeals, as needed.
• Prepares and reconciles a variety of reports, business correspondence, records, and/or other related documents within Financial Aid.
• Create/develop Financial Aid reports for the Office of Financial Aid with a full knowledge based and understanding financial aid logic and is advanced in Excel.
• May be required to work evenings and weekends.
• This is an on-campus position.
• Other duties as assigned.

CORE COMPETENCIES:

• Must have a thorough knowledge of available types of financial aid, scholarships and general student eligibility criteria.
• Familiar with financial documents and a high competency of computer skills
• Proficiency in technology and the systems used to determine student's eligibility and originate a financial aid award. (These may include but not limited to: Banner, Workday, NSLDS, COD, CPS, ELM, MS, School Servicing Center, Campus Logic, Word, Excel, etc.)
• Ability to interpret complex financial aid regulations and apply appropriately in different situations.
• Understanding personal income tax laws as they relate to federal financial aid.
• Ability to work independently as well as in a team environment.
• Strong interpersonal skills.

MINIMUM REQUIREMENTS:

• Bachelor's degree required.
• Master's degree preferred or combination of experience/education as substitute for minimum education.
• A minimum of five (5) years related financial aid/supervisory experience is required.
• Relatable Enrollment Management experience will be considered.
• Individual must have a working knowledge of and a general understanding of financial aid regulations.
• Strong verbal and written communication skills required.
• Excellent customer service skills are necessary.
• Individual must be detail oriented.

Compliance Salary Range Disclosure

Expected Salary Range: $80,000 - $90,000