Student-Centric Financial Aid Leader

Cape Cod Community College; West Barnstable (MA); On-site; USD 92,000 - 95,000; Full time

Job summary

Cape Cod Community College is seeking an Associate Director of Financial Aid to lead the student-facing Financial Aid Office and drive a compliant, high-quality experience for students and families. The role emphasizes strategy, outreach, and digital engagement while ensuring accurate aid information across channels.

The position reports to the Director, partners with Enrollment Management, and oversees federal, state, and institutional aid programs with a strong focus on literacy and equitable

Qualifications

• Bachelor's degree and a minimum of five (5) years of progressively responsible experience in financial aid, enrollment management, or student services; or an equivalent combination of education, training, and experience.
• Demonstrated experience leading initiatives and training, mentoring, or coordinating professional, frontline, or cross-functional staff in a financial aid, enrollment management, or student services environment.
• Experience managing or improving front-line student service delivery in a higher education setting.
• Demonstrated ability to develop and execute communication strategies, training initiatives, or student education programming.
• Strong interpersonal, written, and oral communication skills, with the ability to convey complex information clearly and effectively.
• Demonstrated commitment to equity-minded practice and the ability to work effectively with a diverse student population.
• Unrestricted authorization to work in the United States.

Responsibilities

• Provide strategic leadership for the student-facing operations of the Financial Aid Office, ensuring a coordinated, equitable, and student-centered service experience across walk-in, phone, email, and virtual channels.
• Develop, implement, and continuously improve service standards, communication protocols, and knowledge of resources that promote consistent and accurate financial aid information across Enrollment Management.
• Lead the development and execution of financial aid communication and outreach strategies aligned with recruitment, onboarding, registration, retention, and student success initiatives.
• Review and approve financial aid communications, website content, and outreach materials to ensure regulatory compliance, clarity, accuracy, and institutional alignment.
• Represent the Financial Aid Office and Enrollment Management division at orientations, open houses, FAFSA completion events, workshops, and other college and community engagement activities.
• Design, implement, and assess financial literacy and financial wellness initiatives that support student success and informed decision-making.
• Administer assigned federal, state, and institutional financial aid programs, ensuring compliance with applicable regulations, reporting requirements, reconciliation processes, and audit standards.
• Interpret federal Title IV and state financial aid regulations and translate regulatory guidance into policies, procedures, training materials, and student-facing practices.
• Design and deliver training, reference materials, and ongoing support for Financial Aid staff and frontline Enrollment Management personnel who assist students with basic financial aid inquiries, FAFSA completion, and appropriate referral of complex issues.
• Collaborate with Enrollment Management and Student Services departments to strengthen integrated student service delivery through cross-functional training, process improvement, and knowledge sharing.
• Serve as a subject matter expert on federal financial aid administration for clock-hour programs, including eligibility determination, satisfactory academic progress, payment period calculations, Return of Title IV Funds (R2T4), and regulatory compliance.
• Serve as the escalation point for complex student financial aid cases requiring advanced analysis, policy interpretation, and problem resolution.
• Analyze service data, student feedback, and operational metrics to recommend and implement improvements that enhance access, efficiency, communication effectiveness, and student outcomes.
• Support audit preparation, compliance reviews, reporting activities, processing operations, divisional planning, and other duties as assigned to ensure continuity of service and regulatory compliance.
• Perform other duties as assigned by the Director of Financial Aid.

Skills

Leadership

Communication

Staff training

Customer service

Equity-minded practice

Education

Bachelor's degree

Job description

Cape Cod Community College is seeking an Associate Director of Financial Aid to lead the student-facing Financial Aid Office and drive a compliant, high-quality experience for students and families. The role emphasizes strategy, outreach, and digital engagement while ensuring accurate aid information across channels.

The position reports to the Director, partners with Enrollment Management, and oversees federal, state, and institutional aid programs with a strong focus on literacy and equitable