Director of Student Financial Services

Commonwealth of Massachusetts • Haverhill, MA

7d • $105,000 - $110,000

About The Position

POSITION\: Full-Time Director of Student Financial Services (Director)
SUMMARY\: Reporting to the Executive Director of Enrollment Management, the Director of Student Financial Services provides strategic leadership and operational oversight for all student financial operations, including financial aid administration, student accounts, billing, and collections. This role ensures the delivery of accurate, compliant, and student-centered financial services that support enrollment, retention, and student success. The Director develops and implements policies, systems, and processes that promote regulatory compliance, fiscal integrity, and operational efficiency while fostering a culture of service excellence. Working collaboratively with campus partners, the Director serves as the institution's chief expert on federal, state, and institutional financial aid regulations and student financial policies, guiding data-informed decision-making and contributing to long-term financial planning. The position requires strong leadership, deep regulatory knowledge, and a commitment to equitable access to higher education.

Requirements

• Bachelor's degree in Business Administration, Finance, Accounting, or a related field.
• 7-10 years of progressively responsible experience in student financial services, financial aid administration, student accounts, or related higher education finance roles.
• 3-5 years of supervisory or management experience leading teams in a complex, service-oriented environment.
• Demonstrated experience with Title IV federal aid regulations, state aid programs, institutional aid strategies, and compliance requirements.
• Proven track record managing student accounts, billing, collections, and tuition/fee structures.
• Experience with student information systems, platforms (e.g., Banner and NelNet) and financial systems integration.
• Evidence of successful cross-departmental collaboration with Enrollment Management, Registrar, Finance, and IT units.
• Experience developing and implementing policies, procedures, and process improvements to enhance efficiency and service quality.
• Strong background in data analysis, reporting, and audit preparation.
• Demonstrated commitment to equity, access, and student-centered service.

Nice To Haves

• Bilingual (Spanish/English)
• Experience working with and supporting a culturally diverse population

Responsibilities

• Provide vision and direction for all Student Financial Services operations, including financial aid, billing, and collections.
• Develop long-term strategies that support institutional enrollment, retention, and student success goals.
• Lead continuous improvement initiatives to enhance service delivery, efficiency, and compliance.
• Oversee the administration of federal, state, and institutional financial aid programs.
• Ensure compliance with Title IV regulations, state rules, and institutional policies.
• Monitor awarding processes, verification, satisfactory academic progress (SAP), and return of Title IV funds (R2T4).
• Maintain eligibility for federal and state aid programs through accurate reporting and audits.
• Direct all student billing, payment processing, refunds, and account reconciliation.
• Oversee tuition and fee assessment, payment plans, and third-party billing.
• Manage collection strategies that balance fiscal responsibility with student support.
• Ensure accurate and timely 1098-T reporting.
• Foster a student-centered service model that promotes financial literacy, transparency, and accessibility.
• Resolve escalated student concerns related to aid, billing, or student account issues.
• Maintain institutional compliance with federal, state, and accreditation requirements.
• Prepare and submit required reports (e.g., FISAP, IPEDS, state reports).
• Coordinate internal and external audits and implement corrective actions.
• Ensure strong internal controls and data integrity across systems.
• Oversee the use and optimization of student information systems.
• Implement automation and workflow improvements to enhance accuracy and efficiency as needed.
• Collaborate with IT on system upgrades, integrations, and data security.
• Recruit, train, mentor and supervise SFS staff across financial aid, and billing.
• Establish performance expectations and provide coaching and professional development.
• Build a collaborative, service-oriented team culture.
• Partner with Enrollment Operations, Registrar, Finance, and academic units to support seamless student financial processes.
• Serve as the institution's subject-matter expert on financial aid and student finance policy.
• Participate in committees related to enrollment management, retention, and student success.
• Consider requests for tuition refund exceptions where a student is ineligible under our refund policy but believes that exceptional circumstances should result in a refund of tuition and fees.
• Manage departmental budgets and ensure responsible stewardship of institutional aid funds.
• Provide financial modeling and data analysis to support institutional planning as needed.
• Advise leadership on trends in aid, affordability, and student financial behavior.
• Develop, update, and communicate policies related to financial aid, billing, and student accounts.
• Ensure clear, accessible communication to students, families, and campus partners.
• Represent the institution at professional conferences and regulatory training events.
• Provide support to the respective office, as needed to attain student financial service goals and objectives.
• Safeguard and protect student information in accordance with federal requirements and university policy.
• Primary location will be Haverhill campus, however, one day per week on the Lawrence campus is required or more as needed.
• Ongoing professional development through organizations such as NASFAA, NACUBO, or regional financial aid and/or student account related associations is expected.
• Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Benefits

• complete fringe benefit package including competitive health insurance, dental insurance, basic life insurance, long-term disability insurance, paid sick, vacation and personal leave, educational benefits for employee/spouse/dependents, and excellent retirement benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees