Associate Director of Financial Aid Communications

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Assist in overseeing financial aid operations having to do with student contact and communications as part of the oversight of the Financial Aid Active and Post Enrollment teams. Assists in the planning, development, and administration of services, policies, programs, and activities in an effort to promote access to higher education as part of the university’s mission and strategic outcomes. Assists in the review of the efficiency and accuracy of the university's current systems and practices. Relies on experience and judgment to plan and accomplish goals. Leads and directs the work of others. Reports to the Senior Director of Financial Aid- Active Student Services and Student Loan Management.

Essential Duties and Responsibilities:

• Behave as a Full Sail University ambassador embracing our unique educational model, while maintaining the highest level of integrity, professionalism, and customer service.
• Responsible in assisting in ensuring institutional policies and procedures are adhered to in daily processes
• Assist in ensuring accurate and timely communication with students regarding financial aid needs and requirements as it applies to awarding packaging and loan repayment.
• Assist in overseeing the Exit Interview process and default resolution outcomes.
• Assists in the innovation of efficiencies in the financial aid department.
• Ensures financial aid compliance with all federal, state, and institutional financial aid regulations, policies, and procedures as applicable to Student Advising and Student Loan Management.
• Maintains leadership work schedules including assignments, job rotation, training, vacations, paid time off, and cover for absenteeism.
• Administrative Workday responsibilities, including timecards, payroll, recruiting, and termination for direct reports.
• Oversees the assignment of workflow activities to designated teams and/or designated employees as directed.
• Works with Leadership and Human Resources staff to recruit, interview, complete reference checks, and select, hire, employ, and retain an appropriate number of employees.
• Leadership training and development.
• Create, update, and archive approved policies, procedures, and training.
• Provide effective performance feedback for the leadership team through recognition, rewards, reviews, calibration, and disciplinary action, with the assistance of Human Resources and Leadership, when necessary.
• Responsible for motivation, camaraderie, recognition, and professionalism for leadership and teams.
• Coaching and mentoring the leadership team members to resolve day-to-day concerns while creating a sense of ownership and urgency.
• Reporting team metrics and evaluating both internal and external data sources to report outcomes and trends for leadership.
• Maintain quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; and recommending system improvements.
• Audits day-to-day workflow and outcomes of the leadership team.
• Provide Leadership with team workflow, process, and training updates.
• Communicate and assist with enforcing team and department policies.
• Organize and facilitate leadership meetings.
• Provide floor assistance by answering questions and providing guidance as needed.
• Responsible for resolutions of identified workflow errors of the leadership team.
• Provide recommendations to Management regarding policy and procedures.
• Provide feedback for budgetary requests, as needed.
• Assist with the financial objectives by forecasting requirements; scheduling expenditures; and initiating corrective actions for the teams.
• Partner with other Teams and Departments to promote and facilitate a world-class level of customer service, and to identify and resolve issues to achieve daily and long-term goals.
• Function as a Financial Aid Manager when needed.
• Attend training as necessary to keep knowledge current.

 

Other Responsibilities:

• Assist with the direct leadership of the Financial Aid Advisor team
• Assist with the leadership for all active and post-enrollment Financial Aid Communication Teams
• Must be able to secure and maintain access to the National Student Loan Data System (NSLDS).
• Adhere to the policies and procedures of Full Sail University, including attendance and accessibility standards
• Maintains strict confidentiality of company and personnel information
• Demonstrates a strong commitment to the mission and values of the organization
• Maintain a full-time status by working a minimum of 40 hours
• Consult with Leadership to research, address, and advise on compliance concerns, as needed
• Attend training as necessary
• Attend and facilitate meetings as assigned
• Any other tasks, projects or duties as assigned

 

Supervisory Responsibilities: Yes
 

Competencies:

• A friendly, professional demeanor, verbal and written communication skills, as well as proven excellence in customer service are essential
• Must have a solid background in Financial Aid with a comprehensive knowledge of Title IV aid in higher education, including student loan repayment
• A high degree of discretion due to the volume of sensitive and confidential issues
• Ability to manage multiple, competing tasks and deliver accurate and courteous service in a fast-paced, time-sensitive, and deadline-driven environment
• Strong decision-making and analytical abilities
• Strong attention to detail
• Ability to instruct, coach, and mentor while respecting different learning styles and comprehension levels
• Ability to analyze, interpret, and explain task-related data.
• Ability to handle complaints and diffuse difficult conversations
• Speak effectively to both large and small groups of people
• Demonstrates time management and organizational skills
• Demonstrate initiative and adaptability to change
• Ability to work within the scope of Title IV regulations
• Excellent interpersonal and written communication skills required
• Must be highly motivated and work well within a team
• Knowledge of CampusVue, COD & NSLDS required

 

Education and/or Experience:

• Bachelor's degree required
• Minimum of 3-5 years in financial aid, including experience with fed aid processing systems or
• Equivalent combination of education and Financial Aid work experience
• 3-5 years of experience mentoring Team Members.

 

Certificates, Licenses, Registrations: N/A
 

Computer/Equipment Skills:

• Expert user level of all Microsoft Office Suite programs, including Outlook, Excel, Word, and PowerPoint.
• Experience with National Student Loan Database, CampusVue/Anthology, Salesforce and Workday is a plus.

 

Environmental Factors/Physical Demands:

• Must be capable of finishing tasks assigned in a given 40-plus-hour scheduled work week, which may include nights and some weekends.
• Accessible to staff and leadership during and after working hours.
• Able to work at a computer desk for long periods of time and for the majority of the workday.
• The work environment must be free of distractions and can maintain FERPA standards.
• An initial visit to the campus of Full Sail University in Winter Park Florida, will be required for New Employee Orientation, to present documents to Human Resources, and to pick up a Work from Home Kit from the IMT department.
• Work is performed in an office environment. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; access, input, and retrieve information from the computer system; and enter alphanumeric data into a computerized system often while listening on the telephone. May be subject to bending, reaching, kneeling, stooping, and lifting up to thirty (30) pounds.

Full Sail is an Equal Opportunity Employer.