Assistant Director Financial Aid

American University; United States; Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Benefits package

Hybrid work arrangement

Job summary

American University in Washington, DC is seeking an Assistant Director of Financial Aid Operations to oversee daily service delivery within the Office of Financial Aid and administer the Yellow Ribbon Program. You will supervise front desk staff, monitor service levels, and coordinate with campus partners to ensure student-centered support.

This full-time, hybrid role requires 3–5 years in financial aid administration and a bachelor’s degree; master’s and automated-systems experience are

Qualifications

• Bachelor's degree or equivalent.
• 3 - 5 years of relevant experience.
• Financial aid administration and counseling experience required.
• Preferred: Master's degree or equivalent.
• Experience with automated systems and strong written and verbal communication skills is preferred.

Responsibilities

• Supervise front desk staff and ensure adequate coverage.
• Oversee daily service delivery and monitor service levels.
• Coordinate Yellow Ribbon Program activities with campus partners.
• Advise students and families on federal, state, and institutional aid programs.

Skills

Serving Customers

Analytical Skills

Decision Making

Team Leadership

Talent Management

Customer Needs

Education

Bachelor's degree or equivalent

Master's degree preferred

Tools

Webex

ServiceNow CRM

Zoom Scheduler

Job description

American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University Department: Financial Aid Communication & Service Time Type: Full time Job Type: Regular FLSA Status: Exempt Work Modality: Hybrid 01 (On Campus 3-4 Days/Week) Union: Excluded

Summary

This position plays a key role in the administration and oversight of American University's financial aid programs, with primary responsibility for the daily service delivery operations within the Office of Financial Aid and the administration of Yellow Ribbon Program. The position manages day-to-day service delivery operations by supervising customer service representative staff, ensuring adequate front desk coverage, monitoring phone agent availability and service levels, compiling and disseminating monthly service metrics, and assisting with troubleshooting disruptions related to Webex phone, ServiceNow CRM, and Zoom Scheduler. The Assistant Director manages Yellow Ribbon Program coordination with the Office of Admissions, Veteran Services Office, Student Accounts, Washington College of Law, and Office of Graduate Studies; oversees timely identification, awarding, revision, and reconciliation of Yellow Ribbon 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, and ensures effective, student-centered service delivery.

Essential Functions

• 1.) Financial Aid Office Service Delivery Management Manage the day-to-day service delivery operations of the Office of Financial Aid. Supervise customer service representative staff; ensure adequate coverage at the financial aid front desk; monitor phone agent availability and service levels; compile and disseminate monthly service metrics, including phone and walk-in statistics; and assist in troubleshooting disruptions related to Webex phone, ServiceNow CRM, and Zoom Scheduler. Support consistent, responsive, and student-centered service delivery across communication channels
• 2.) Management of the Yellow Ribbon Program Manage the Yellow Ribbon Program in coordination with the Office of Admissions, Veteran Services Office, Student Accounts, Washington College of Law, and Office of Graduate Studies. Identify eligible students in a timely manner; award, revise, and reconcile Yellow Ribbon awards; and coordinate with university stakeholders to annually calculate, update, and submit the Yellow Ribbon Program application. Ensure program administration aligns with applicable federal, institutional, and university requirements.
• 3.) Counseling and Financial Aid Advising Advise and counsel prospective and enrolled students, families, and university administrators regarding federal, state, and institutional aid programs. Explain regulations, policies, compliance expectations, need analysis, verification requirements, budgeting considerations, and the application of aid within the financial aid process.
• 4.) Training, Case Management, and Reconciliation Train financial aid staff and support case management by maintaining deep knowledge of federal and institutional 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 across the office.

Supervisory Responsibility

Yes. Supervises customer service representative staff and one Financial Aid Counselor.

Competencies

• Serving Customers
• Acquiring and Analyzing Information
• Making Accurate Judgments and Decisions
• Championing Customer Needs
• Building and Supporting Teams
• Managing Talent

Position Type/Expected Hours of Work

Full-time. 35 hours per week.

Salary Range

$70,000.00 - $80,000.00 annually.

Required Education and Experience

• Bachelor's degree or equivalent.
• 3 - 5 years of relevant experience.
• Financial aid administration and counseling experience required.

Preferred Education and Experience

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

Travel Required

Minimal travel may be required for conferences and professional development activities.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Benefits

AU offers a competitive benefits package.

Other Details

Hiring offers for this position are contingent on successful completion of a background check.

Employees in staff positions at American University must deliver their services to the university from either the District of Columbia, Maryland, or Virginia, or perform work on-site at the university.

Please note this job announcement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

American University is an E-Verify employer

American University is an E-Verify employer.

Current American University Employees

American University current employees must apply through their employee Workday account. If you are a current employee at American University, please log into Workday and select the Find Jobs report which will take you to our internal career listings.

Contact Us

For more information or assistance with the American University careers site, email [e-mail].

Equal Opportunity Statement

American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.