PAY GRADE: 29E

Location: Newark/Hybrid

CONTEXT OF THE JOB:

Under the general direction of the Director of Student Services and Communications (DSSC), the Assistant Director, SFS has the primary responsibility to assist in strategic service initiatives and activities for billing and financial aid matters for the University of Delaware’s students and their families. Activities focus on Student Financial Services (SFS) communication, service, and planning to provide timely information, issue resolution, follow up, and outreach.

The Assistant Director uses independent decision making to set daily service priorities, ensure appropriate levels of staffing, and answer/resolve billing and aid issues while supervising a group of financial aid advisors. Focusing on training, development, and quality control initiatives, the Assistant Director ensures the Service Team supports student populations throughout the student life cycle, from the prospective admissions stage through matriculation and enrollment and to graduation. Service Team members, including the Assistant Director, advise students/families of financing options that are available and are responsible to know the broad array of SFS, institutional, state and federal aid policies, in addition to university billing. Topics include, but are not limited to, scholarships, Free Application for Federal Student Aid (FAFSA), verification documentation, entrance and exit interviews, bill charges, late fees, hold identification and analysis, financial aid appeals, financial aid programs, outside scholarships, 3rd Party billing general university information, Family Education Rights Privacy Act (FERPA) rules and University confidentiality policy, Federal Work Study (FWS), and communications messaging and timing. The Assistant Director coordinates financial aid outreach opportunities and uses data to identify populations, e.g., high account balance or missing financial aid documents, for additional advising support.

MAJOR RESPONSIBILITIES:

• Supervise a team of SFS Advisors. Provide training and mentoring to SFS Advisors and other staff tasked in assisting with enrollment management. Responsible for performance management and for ensuring that appropriate customer service strategies are implemented in order to promote customer satisfaction.
• Research and resolve complex student financial issues from original point of contact to completion. Handle issues that have been escalated by the SFS Advisors.
• Assist the Director of Student Services and Communications in planning and drafting overall communication and outreach plans targeting students on messages of billing and financial aid.
• Liaise with other University partners and offices, such as Admissions, Graduate Studies, Professional and Continuing Studies, Veterans Affairs, Academic Advising, etc. to help in issue resolution and retention activities.
• Review financial hardship, University scholarship/need-based grant, and Satisfactory Academic Progress (SAP) appeals and work with Director of SFS Operations to resolve or refer to the Operations group for resolution.
• Perform packing adjustments, budget adjustments and exercise professional judgment (as appropriate) in conformance with federal and institutional policy, all of which may have an impact on federal, state, and University funds.
• Responsible for specific financial aid program awarding and monitoring funds, such as study abroad, consortium, etc., and for ensuring funds are accurately utilized in line with regulations and policies.
• Use discretion in waiving late fees and releasing holds impacting the University’s retention and receivables.
• Perform proactive tasks by identifying and providing outreach to at-risk students due to SAP inadequacy or unmet financial obligations, working with the student to identify resources or possible solutions.
• Maintain knowledge of current financial aid regulations, procedures, and best practices. Attend professional conferences, trainings, and meetings related to enrollment management and billing and financial aid.
• Lead and assist with focus groups and surveys to ensure feedback is being solicited, and review and implement suggestions for continuous improvement.
• Execute programs as assigned by the Director of Student Services and Communications and collaborates with the Director in fulfilling the department’s major functions and goals. The assigned programs include expanding key performance indicators (KPI) reporting for the advisors, updating and maintaining staff training programs, and developing and implementing quality assurance and service improvement programs for the Service Team.
• Participate in financial aid committees to resolve complex financial circumstances of students.
• Conduct financial aid training sessions for SFS advisors and representatives in the Enrollment Services Contact Center to ensure teams have the most current and relevant information for advising students and parents.
• Develop and present recruitment and financial literacy materials around financing higher education degrees to various levels of students (high school and college), their families, and the larger community.
• Performs miscellaneous job-related duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree required and three years of related work experience preferably working with Title IV federal aid programs, or equivalent combination of education and experience.
• Supervisory experience preferred, including training, managing established goals, and providing timely feedback.
• Knowledge of student financial aid programs and policies, housing, dining, federal work-study, and federal and private educational loans in a university setting.
• Ability to make decisions based on objective data and apply complex regulations and policies.
• Effective oral and written communication skills.
• Superior customer relations and listening skills.
• Ability to present complex financial aid information to a variety of constituents.
• Experience preparing analytical reports on various key performance indicator metrics.
• Ability to make public presentations to families, sponsors, and/or University constituencies.
• High level of customer service and interpersonal skills, attention to detail, and organizational and problem-solving ability.
• Ability to exercise tact and discretion.
• Ability to make administrative/ procedural decisions and locate multiple pieces of essential information to analyze and solve problems.
• Proficient computing skills with experience preferably with PeopleSoft student systems and other student financial services systems such as COD, Great Lakes, NSLDS, in addition to other software platforms like Slate, WebEx, and Team Dynamix.
• Experience with word processing, spreadsheet, database, and presentation software.
• Demonstrated understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures, and backgrounds.
• Committed to fostering a workplace culture of belonging, where diversity is celebrated, and equity is a core value.