Assistant Director Financial Aid

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

Job summary

American University in Washington, DC invites applications for a Senior Financial Aid position focused on service delivery and Yellow Ribbon program administration. The role supervises front-line staff, oversees daily operations, and collaborates with Admissions and academic offices to ensure timely aid treatment and compliance.

The Assistant Director advises students and families on federal/state aid, conducts staff training, and supports case management to maintain student-centered service.

Qualifications

• Bachelor’s degree or equivalent required.
• 3–5 years of relevant experience in financial aid administration.
• Financial aid counseling experience required.

Responsibilities

• Manage day-to-day service delivery operations of the Financial Aid Office; supervise staff; ensure front desk coverage; monitor service levels; disseminate monthly metrics; troubleshoot Webex/CRM/Zoom issues.
• Coordinate Yellow Ribbon Program with Admissions, Veteran Services, Student Accounts, and other offices; award, revise, reconcile Yellow Ribbon awards; ensure compliance with requirements.
• Counsel prospective and current students and families on aid programs; explain regulations, budgeting, and application processes.
• Train staff and support case management; reconcile student records and aid activity; uphold policies and service standards.

Skills

Customer service management

Team supervision

Communication

Education

Bachelor’s degree or equivalent

Master’s degree

Tools

ServiceNow CRM

Webex

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

Job Description:

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, and 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. Click here to learn about American University’s unique benefit options.

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] https%3A//secure-web.cisco.com/1XvV9ls4UAniSQMlhDR3Q7UDPXIx7GKNSsIF67po-xqKDSYcwQ-X5Ux45tOmQ3jbav_mSEprFjMTTuNruY1JFgEWCzqf8zxRR_Oycp7jKVydfMwrhfnDsAZlp3wPdeCy_mhfSq3wCmxgizs0kXVIuJf73bEhLsg1NSm0MT9fYzfuDpNsnPe1CU7QJqRelqOx8it5bxI7Wb_Cs0Cv2Po_mN_fZrfR8b7wwIVr4ECmfVd5eC0q67ytUgFkgHhx4PJSCVQtWm7TOkbpQUw2A1i8a8YJdyKXxDjkL6txgg1XdlvPWZL-eudVdH3furQuiE6o665uLAbbwCxUhxGAhavI92DzNixNqlSGL-ZA2-W650to3MnWUJsuEFaUb6NM89bVBzNdgofQ51OAflvhUvRiesKgLITOM8lvUXa8fi4WEEUtRx97a8DDeBH7uLsXheiXaV6780R5hcw_-C5LQUORTw50Vc1K2JOx6Yr_BN5uC2n7rNqw6e8dRQCrCKQKsvHVijxk-VOYmh0bQ_B1YIZHv7A/https%3A//urldefense.com/v3/?__c=0&__probe=1&___= employer.

Current American University Employees

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Contact Us

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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.