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Manager, Client services #606003

Northern Arizona University
Arizona, United States
Salary Commensurate with experience
Posted Date
Jan 20, 2022

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Position Type
Administrative, Business & Administrative Affairs, Financial Affairs, Student Affairs, Financial Aid
Employment Level
Employment Type
Full Time
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Job Description

The Manager, Client Services within the Office of Scholarships and Financial Aid (OSFA) position assists in the oversight of the Client Services/ Financial Aid Advisor area which includes but is not limited to the following programs: Outreach, Federal Work-Study, TEACH Grant, Consortium Agreements, Study Abroad, Earn to Learn, eTRP/QTR processes. This position reports directly to the Assistant Director of Client Services.

Department Leadership & Team Management - 50%

  • Provide leadership and overall management of the Financial Aid Advising team.
  • Recruit, hire, train, supervise, and evaluate three full-time staff and oversee the supervision of one full-time staff and 1-2 student employees.
  • Work collaboratively with Operations areas and other departments’ campus-wide, including but not limited to Service Center, Solution Center, Office of the Registrar, and Student Account Department Services.
  • Develop, implement, and provide extensive training for the Client Services/ Financial Aid advising team on areas of responsibility.

Program Lead & Appeals Manager - 20%

  • Serves as the expert for professional judgement appeals including: Budget, Contribution, Dependency- and a back-up for Satisfactory Academic Progress.
  • Assist in managing the appeals Policies and Procedures to ensure the process is student facing yet compliant.
  • Acts as a resource to the advising team on a variety of topics including financial aid topics and strong customer service skills.
  • Participate in special projects and cross-training within office as needed.
  • Ensure operations is following federal, state and institutional regulations and provide and communicate timely resolutions as needed.

Customer Service - 15%

  • Service students and families through a variety of avenues including: walk-in and phone appointments, emails and Salesforce cases.
  • Consult with students and families on financial aid topics and provide excellent customer service.
  • Investigate student accounts as needed to resolve any and all problems.
  • Utilize several internal and external databases, including PeopleSoft, OnBase, Salesforce, COD, NSLDS, etc.
  • Assist in testing updates and fixes, system upgrades, and other data processing as needed.
  • Research federal regulations and exhaust all resources available in resolving issues.

Partnerships & Outreach - 10%

  • Manage the Outreach program and efforts for the office.
  • Ensure adequate staff representation is aligned for all outreach/recruiting events.
  • Develop and foster a collaborative work environment with on/off campus partners.

Other - 5%

  • May require working and/or traveling nights and weekends.
  • Other duties as assigned.

Minimum Qualifications

  • Bachelor’s degree.
  • 2-4 years of administrative/coordinative experience.
  • 1-2 years of management or supervisory experience.
  • Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

Preferred Qualifications

  • Experience working in a financial aid office and administering federal, state, and institutional aid.

How to Apply

To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline. If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process please contact the Office of Equity and Access at: 928-523-3312/TDD - 928-523-1006 or PO Box 4083, Flagstaff AZ 86011.


Please see 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.

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