Assistant Director Financial Aid

American University•Washington, DC

5d•$70,000 - $80,000•Hybrid

About The Position

This position plays a key role in administering and overseeing American University's financial aid programs, with primary responsibility for daily service delivery operations in the Office of Financial Aid and administration of the Yellow Ribbon Program. The Assistant Director supervises customer service representative staff, ensures front desk coverage, monitors phone availability and service levels, compiles monthly service metrics, and helps troubleshoot disruptions involving Webex phone, ServiceNow CRM, and Zoom Scheduler. The role coordinates the Yellow Ribbon Program with university offices and stakeholders, oversees identification and awarding of eligible students, revisions and reconciliation of awards, and coordinates the annual calculation, update, and submission of the university's Yellow Ribbon Program application. The incumbent also advises students and families, supports staff training and case management, reconciles student records and aid activity, and promotes effective, student-centered service delivery and consistent application of policies and procedures.

Requirements

Bachelor's degree or equivalent.
3–5 years of relevant experience.
Financial aid administration and counseling experience.
Ability to serve customers, acquire and analyze information, make accurate judgments and decisions, champion customer needs, build and support teams, and manage talent.

Nice To Haves

Master's degree or equivalent.
Experience with automated systems.
Strong written and verbal communication skills.

Responsibilities

Manage daily service delivery operations for the Office of Financial Aid.
Supervise customer service representative staff and one Financial Aid Counselor; ensure adequate front desk coverage and monitor phone agent availability and service levels.
Compile and disseminate monthly service metrics, including phone and walk-in statistics.
Assist with troubleshooting disruptions related to Webex phone, ServiceNow CRM, and Zoom Scheduler.
Coordinate and administer the Yellow Ribbon Program with the Office of Admissions, Veteran Services Office, Student Accounts, Washington College of Law, and Office of Graduate Studies.
Identify eligible students and award, revise, and reconcile Yellow Ribbon awards in a timely manner.
Coordinate the annual calculation, update, and submission of the university's Yellow Ribbon Program application, ensuring alignment with applicable requirements.
Advise and counsel prospective and enrolled students, families, and university administrators about federal, state, and institutional aid programs and related policies and processes.
Train financial aid staff and support case management through knowledge of regulations and office procedures.
Reconcile student records and aid activity as needed, support issue resolution, and promote consistent application of policies, procedures, and service standards.