Asst Director, Financial Aid (Customer Service, WFD, SAP)

This position will be open until filled.

Job Summary: The purpose of this position is to ensure that the financial aid unit is providing excellent customer service to students and stakeholders. This position is also responsible for oversight of the college’s delivery of financial aid with respect to Satisfactory Academic Progress and workforce development programs in accordance with Federal Student Aid regulations.

Minimum Qualifications:

Bachelor's Degree and 3 years related experience, or a combination of experience and education sufficient to successfully perform duties of the job. At least one year of supervisory experience.

Licensing Requirements:

Hiring Range: $58,820 - $74,996

Preferred Qualifications:

Job Specific Task List:

• Oversee the day-to-day customer service operations related to the delivery of student financial aid; monitor website for all required federal and state disclosure requirements; monitor social media for customer service concerns and respond appropriately to resolve any concerns; ensure disclosures are communicated as required and/or posted on the website as required. implement office policies that ensure financial aid practices comply with current regulations and procedures; train all financial aid staff in customer service processes and procedures; maintain related sections of the college’s financial aid Policies and Procedures manual in accordance with Federal Student Aid regulations; work with other unit leaders to ensure adequate remote and on-campus student service coverage. - (Essential)
• Supervise the college’s program to deliver financial aid in accordance with Satisfactory Academic Progress (SAP) requirements of Federal Student Aid; develop, maintain, and evaluate processes to monitor students’ SAP; work with the coordinator and specialists to ensure that the college awards aid consistent with SAP policies; ensure the college has effective SAP appeal processes and support to ensure continued student success and enrollment; supervise communications relevant to SAP; review and revise SAP policy annually (or more frequently as needed); train all staff on SAP policy and how to review and complete the appeal evaluation. - (Essential)
• Responsible for professional judgments, such as Satisfactory Academic Progress (SAP) and Maximum Semester appeals. Review and decide the outcome of dependency overrides and adjustments due to reduction in income requests; resolve high-level problems from students, departments, and outside vendors/agencies; serve as a member of the Reversal of Tuition Charges (RTC) committee; approve/deny student bookstore voucher requests. - (Essential)
• Supervise the college’s awarding of financial aid to qualified workforce development programs; work with the coordinator, specialists, and other college staff to monitor program eligibility, student enrollment, and student progress; work with the financial aid team to ensure the proper awarding of aid where applicable; supervise communications relevant to workforce development. - (Essential)
• Oversee the intake and processing of verification forms and documents, managing the assignments of files to be reviewed and awarded to ensure the team meets assigned packaging goals; create and oversee the notification and outreach process for student verifications. - (Essential)
• Conduct intra-unit audits to ensure accuracy of employees’ work and compliance with Federal Student Aid regulations. - (Essential)
• Identify and resolve problems; ensure consistent application of rules and regulations; handle complex and high-level complaints or issues, in consultation with other college leadership as necessary. - (Essential)
• Direct the workflow of assigned team members, using data to drive decisions; hire, train, develop, motivate, supervise and evaluate staff consistent with organizational and strategic goals; prioritize, schedule and assign work for staff, including work-study student workers; provide technical direction; assess resource needs. - (Essential)
• Serve as the subject matter expert in the content area and remain current on new and innovative practices in the field; develop and maintain a network with colleagues through professional organizations and other types of professional alliances. - (Essential)
• Represent the financial aid unit at campus meetings and conferences; serve as a liaison between departments, external organizations, the public and other agencies; coordinate office activities with other campus departments and external agencies; act on behalf of the college director of financial aid as needed; travel to all HACC campus locations to conduct and participate in meetings, training, and events as required. - (Essential)
• All financial aid staff will be expected to participate in awarding financial aid, conducting student verifications, SAP appeal reviews, and coverage of customer service as assigned. All staff may be assigned to cover evening and/or weekend hours. - (Essential)
• Collaborate with the director and other assistant directors as part of the financial aid leadership team to improve the student experience and ensure the successful and compliant awarding of state and federal student aid. - (Essential)
• Other duties as assigned. - (Essential)

Job Type: Full Time 12 Month

About Us: www.hacc.edu

Our Purpose: Learning for all; learning for life.

Our Diversity Statement: As an institution of higher education, HACC recognizes its responsibility to maintain an environment that affirms the diversity of people and ideas.

HACC embraces, supports, and actively pursues a policy of inclusiveness that reflects and appreciates the diversity of the community it serves and the world in which we live.

The Board of Trustees and the President lead HACC’s commitment to open access to education, diversity, cultural sensitivity, and equal opportunity in employment. This commitment serves to promote a college-wide environment of collegiality, inclusiveness, respect, and cultural competence.

Our Core Values:





Excellence

• We set high goals and achieve them.
• We consistently perform above our own and others’ expectations.
• We provide exceptional service to all.

Innovation

• We challenge the status quo.
• We continually strive to develop new and creative approaches to the education and training needs of our communities.

Inclusivity

• We promote respect, collegiality, diversity and empathy in all we say and do.
• We nurture awareness and cultural sensitivity to create a climate of trust.
• We create a learning environment that appreciates diversity.
• We respect the shared governance decision-making process.

Integrity

• We behave in a manner consistent with our core values.
• We are honest, open and truthful in our statements and actions.
• We provide the most accurate information available in all communication.

Advertised: May 18, 2022 Eastern Daylight Time
Applications close: