Manager, Financial Aid - Client Services #605626

Job Description

This position is part of the Client Services team within the Office of Scholarships and Financial Aid. The Manager reports to the Assistant Director of Client Services. This position assists in multiple functions within the office, which include serving as a Financial Aid Advisor and primarily managing front counter operations, which includes all front-facing interactions and communications. The front counter provides excellent customer service to all students, departments, and other entities contacting the Office of Scholarships and Financial Aid.

Leadership

• Manage the day-to-day operations of the front counter.
• Recruit, hire, train, directly supervise, and evaluate one full-time staff member, the Financial Aid Advisor, Intermediate Communications.
• Recruit, hire, train, directly supervise, and evaluate approximately 10 student employees.
• Serve as designee to the Assistant Director of Client Services in their absence.

Position Characteristics

• Provide training for the front counter team and Financial Aid Advisor on areas of responsibility, new policies, standing procedures, and daily tasks.
• Prepare the team for department trends and how to respond to inquiries that are accurate and timely.
• Coordinate with campus partners on all developing trends that can assist with forecasting call volume.
• In conjunction with the communications advisor, evaluate all departments outbound communications and adjust as needed. Collaborate with OSFA Business Analyst team and Enrollment Management Communications.
• Ensure adequate coverage to student contact needs through multiple formats: in-person, virtual, email, phone and Salesforce cases.
• Identify and communicate trends regarding NAU customers, business processes, and system performance.
• Conduct regular audits to assess performance and service measures are met.

Essential Responsibilities

• Confer with and advise staff, students and others to provide technical advice, problem-solving assistance, answers to questions; refer to appropriate department or person when unable to respond.
• Counsel and advise students about financial aid eligibility, application procedures, aid programs, costs, indebtedness, money management and financial planning; individualize information to the particular needs and situation of the student.
• Process student financial aid budget/cost of attendance, contribution, and satisfactory academic progress appeals ensuring compliance with federal/state/institutional rules and regulations.
• Prepare periodic reports, financial statements and records on program activities, progress, status or other special reports for management or outside agencies.
• Maintain excellent working relationship with faculty, staff, students, and outside/community agencies in facilitating Student Financial Aid program objectives.
• Serves as a knowledge resource to campus partners, financial aid advisors, and student employees.
• Develop and schedule a work plan in accordance with office goals and objectives.
• Research federal regulations and exhaust all resources available before referring to administration for assistance.
• Assist with Orientation and all other recruitment activities.

General

• Assist staff by providing technical advice, problem solving assistance, help with research, and answers to daily questions.
• Work collaboratively with OSFA staff and campus partners to resolve student issues.
• Train a wide variety of audiences on multiple aid-related topics.
• Serve on University committees as assigned.
• Participate in special projects.
• May require working and/or traveling nights and weekends for conferences and NAU recruitment events.
• Develop and foster a collaborative work environment.
• Other duties as assigned.

Please see nau.jobs for full job descriptions and details on how to apply online!  NAU is an Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply.