Associate Director of Financial Aid Communications

Full Sail University•Winter Park, FL

About The Position

The Associate Director of Financial Aid Communications assists in overseeing financial aid operations involving student contact and communications as part of the Financial Aid Active and Post Enrollment teams. The role supports the planning, development, and administration of services, policies, programs, and activities that promote access to higher education and advance the university’s mission and strategic outcomes. It also assists in reviewing the efficiency and accuracy of the university’s systems and practices, and leads and directs the work of others. The position reports to the Senior Director of Financial Aid- Active Student Services and Student Loan Management. The Associate Director supports accurate and timely financial aid communications about student requirements, awarding, packaging, and loan repayment; oversees exit interviews and default resolution outcomes; and helps maintain compliance with applicable federal, state, and institutional regulations. The role directs team workflows and supports leadership and staff through hiring, scheduling, training, coaching, performance feedback, policy and procedure development, quality audits, and reporting. It partners with other teams and departments to resolve issues and promote effective customer service, and may function as a Financial Aid Manager when needed. The position is full-time, requiring a minimum of 40 hours per week. Work is performed in an office environment, with the employee required to be accessible to staff and leadership during and after working hours. An initial visit to the Full Sail University campus in Winter Park, Florida, is required for orientation, document presentation to Human Resources, and pickup of a work-from-home kit. The role requires extended computer use and maintaining a distraction-free environment that meets FERPA standards. The employee may need to work nights and some weekends.

Requirements

Bachelor's degree required, or an equivalent combination of education and Financial Aid work experience.
Minimum of 3–5 years of financial aid experience, including experience with federal aid processing systems, or an equivalent combination of education and Financial Aid work experience.
3–5 years of experience mentoring team members.
Solid financial aid background and comprehensive knowledge of Title IV aid in higher education, including student loan repayment.
Knowledge of CampusVue, COD, and NSLDS required.
Expert user-level skills with Microsoft Office Suite, including Outlook, Excel, Word, and PowerPoint.
Must be able to secure and maintain access to NSLDS.
Friendly, professional demeanor; strong verbal and written communication skills; and proven customer service excellence.
High degree of discretion when handling sensitive and confidential issues.
Ability to manage competing tasks and provide accurate, courteous service in a fast-paced, time-sensitive, deadline-driven environment.
Strong decision-making, analytical, and attention-to-detail skills.
Ability to instruct, coach, and mentor people with different learning styles and comprehension levels.
Ability to analyze, interpret, and explain task-related data.
Ability to handle complaints and defuse difficult conversations.
Ability to speak effectively to groups of varying sizes.
Time-management and organizational skills, initiative, and adaptability to change.
Ability to work within the scope of Title IV regulations.
Must be highly motivated and work well within a team.
Ability to complete assigned tasks during a scheduled 40-plus-hour work week, which may include nights and some weekends, and to remain accessible to staff and leadership during and after working hours.
Ability to work at a computer desk for long periods and for most of the workday.
Ability to maintain active customer and employee communication; access, input, and retrieve computer-system information; and enter alphanumeric data, often while listening on the telephone.
May be required to bend, reach, kneel, stoop, and lift up to 30 pounds.

Nice To Haves

Experience with National Student Loan Database, CampusVue/Anthology, Salesforce, and Workday.

Responsibilities

Represent Full Sail University while maintaining integrity, professionalism, and customer service.
Help ensure institutional policies and procedures are followed in daily processes.
Help ensure accurate and timely student communications about financial aid needs and requirements, awarding, packaging, and loan repayment.
Oversee the Exit Interview process and default resolution outcomes.
Help identify and implement financial aid department efficiencies.
Ensure compliance with applicable federal, state, and institutional financial aid regulations, policies, and procedures for Student Advising and Student Loan Management.
Maintain leadership work schedules, including assignments, job rotation, training, vacations, paid time off, and coverage for absences.
Handle administrative Workday responsibilities for direct reports, including timecards, payroll, recruiting, and termination.
Oversee assignment of workflow activities to designated teams or employees as directed.
Partner with Leadership and Human Resources on recruiting, interviewing, reference checks, selection, hiring, employment, and retention.
Provide leadership training and development.
Create, update, and archive approved policies, procedures, and training materials.
Provide performance feedback for the leadership team through recognition, rewards, reviews, calibration, and disciplinary action, with Human Resources and Leadership as needed.
Promote motivation, camaraderie, recognition, and professionalism among leadership and teams.
Coach and mentor leadership team members in resolving day-to-day concerns and fostering ownership and urgency.
Report team metrics and evaluate internal and external data to communicate outcomes and trends to leadership.
Maintain quality service by enforcing standards, analyzing and resolving service problems, identifying trends, and recommending system improvements.
Audit day-to-day workflow and leadership team outcomes.
Provide leadership with updates on team workflow, processes, and training.
Communicate and help enforce team and department policies.
Organize and facilitate leadership meetings.
Provide floor assistance by answering questions and offering guidance.
Resolve identified leadership team workflow errors.
Recommend policy and procedure changes to Management.
Provide feedback on budget requests as needed.
Support financial objectives through forecasting requirements, scheduling expenditures, and initiating corrective actions for teams.
Partner with other teams and departments to promote customer service and resolve issues in support of daily and long-term goals.
Function as a Financial Aid Manager when needed.
Attend training to keep knowledge current.
Assist with direct leadership of the Financial Aid Advisor team and leadership of all active and post-enrollment Financial Aid Communication Teams.
Secure and maintain access to the National Student Loan Data System (NSLDS).
Follow Full Sail University policies and procedures, including attendance and accessibility standards, and maintain confidentiality of company and personnel information.
Consult with Leadership to research, address, and advise on compliance concerns as needed.
Attend and facilitate meetings as assigned and perform other assigned tasks, projects, or duties.