Assistant Director Financial Aid

American University; Washington, Northern (District of Columbia, KY); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Competitive benefits package

Job summary

American University in Washington, DC, is seeking a Financial Aid Service Delivery Manager to oversee daily operations within the Office of Financial Aid and to administer the Yellow Ribbon Program. The position emphasizes student-centered service delivery across channels, staff supervision, and process improvements.

The ideal candidate has a Bachelor's degree and 3–5 years of relevant experience in financial aid administration, with strong communication skills and experience with automated

Qualifications

• Bachelor's degree or equivalent in a relevant field.
• 3-5 years of relevant experience in financial aid administration or student services.
• Financial aid administration and counseling experience required.
• Master's degree or equivalent preferred.
• Strong written and verbal communication skills; experience with automated systems.

Responsibilities

• Manage day-to-day service delivery operations of the Office of Financial Aid.
• Supervise customer service representative staff and ensure front desk coverage.
• Monitor phone and walk-in service levels; compile monthly metrics.
• Trouble-shoot issues related to Webex, ServiceNow CRM, and Zoom Scheduler.
• Coordinate Yellow Ribbon Program administration with campus partners.
• Advise prospective and enrolled students and families on aid programs.
• Train financial aid staff and reconcile student records.
• Support policy adherence and service standards.

Skills

Customer service leadership

Communication skills

Data analysis

Supervisory experience

Education

Bachelor's degree

3-5 years of relevant experience

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 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.

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.

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.

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.

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.

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.

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].

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.

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.