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Assistant Director of Financial Aid - 2924

UNC Pembroke
North Carolina, United States
Salary Commensurate with experience
Posted Date
Apr 8, 2022

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Position Type
Administrative, Student Affairs, Financial Aid
Employment Level
Employment Type
Full Time
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Established in 1887 as a school for the education of American Indians, The University of North Carolina at Pembroke serves a distinctly diverse student body and encourages inclusion and appreciation of the values of all people. Located in the heart of Pembroke, N.C., UNCP boasts an enrollment of 8,200 in 41 undergraduate and 18 graduate programs and offers a personalized learning environment where faculty and staff are dedicated to engaged scholarship, high academic standards, creative activity and public service. Spread over 281 acres, the campus offers a sense of community and belonging-–a place where faculty and staff feel supported, take pride in the university’s mission, and are devoted to excellence in teaching, learning and research, and to developing leaders who make a difference in their communities.

Counsel prospective and enrolled students, parents and community members on all aspects of financial aid. Determine eligibility for and award financial aid to students in accordance with federal, state and institutional guidelines, policies, rules and regulations. Create and maintain the best possible “effortless” support experience for customers. Develop and lead strategic and operational initiatives aimed at improving support services. Ensure that team addresses customer inquiries and concerns promptly and professionally. Monitor phone conversations to ensure customer service protocols are followed by all and provide training as needed to ensure quality control. Ability to collaborate and work effectively with departmental and university leadership as well as other departments across campus to negotiate and influence customer improvements. Identify and resolve problems that affect customer service quality and efficiency.

Create reports to ensure management objectives are achieved including employee development plans, development of team training strengths and weaknesses. Enabling teams to be successful by being dedicated to coaching, developing, providing feedback, encouraging, recognizing, and facilitating clear outcomes and creating a highly engaged team. Assist students with the completion of required financial aid forms and electronic processes such as the Free Application for Student Financial Aid (FAFSA), master promissory notes, entrance loan counseling and other related electronic forms. Communicates and work with other student services offices to timely and effectively resolve student inquires. Assist in resolving employee concerns and developing customer focused environment.

Organize customer service training for the team to meet departmental objectives. Assists department leadership in resolving escalated and complex customer issues on-time. Provide back-up assistance to team members when needed. Available to travel to events, other UNC universities, or training opportunities as needed. Assist in developing and implementing plans and goals for the department. Ensure compliance with regulations and internal policies. Performs data analysis and has the ability to create charts, graphs, spreadsheets, and reports and makes recommendations for improvement. Fulfill duties/projects as assigned by the director. Provide back-up assistance to team members when needed.

Establish and maintain department records to comply with UNCP policies and state and federal regulations. A high level of professionalism, commitment, work ethic and independent judgment with a strong sense of discretion, initiative and sound decision-making skills are required. The individual must have excellent writing, editing and proofreading skills, organizational skills and the ability to effectively handle multiple priorities.

This position will also review work of the FA Counselors and make sure they are following rules as prescribed in the FSA Handbook. This position will also be responsible for FA Training, presentations, FA Outreach/Events and Default Prevention for the FA department.

Other duties as assigned.

Must be available for additional hours, including evenings and weekends as needed.

This position is designated Mandatory Personnel:  Mandatory Employees: Employees whose presence has been determined to be mandatory to University operations during certain types of adverse weather or emergency events.

Minimum Training and Experience Requirements: Bachelor’s Degree from an accredited college or university in Business, Accounting, Higher Education, Administration or related field; a minimum of three years of professional experience in business, education or an appropriate student services-related field; effective interpersonal, communication, and organizational skills; strong desktop and office automation skills.

Management Preferences

Some management experience (Preferred)
Some working knowledge of Financial Aid and related systems (Preferred)

Special Instructions to Applicants: This position is subject to the successful completion of an employment background check. An employment background check includes a criminal background check, employment verification, reference checks, license verification (if applicable) and credit history check (if applicable). In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. New employees are paid only by direct deposit to the financial institution of their choice. Candidates claiming Veterans Preference must attach a copy of their DD-214 as a part of the online application process. 

UNC Pembroke is an Equal Opportunity Employer. The University prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibits discrimination against all individuals based on their age, race, color, genetic information, religion, sex, sexual orientation, gender identity or expression and national origin. UNC Pembroke is a VEVRAA Federal Contractor and seeks priority referrals of protected veterans for our openings.

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