Associate Director

Title

Associate Director

Student Financial Aid Services

Senior Vice Provost for Enrollment Management

The Associate Director is a key member of the management team responsible for overseeing departmental operations related to student and family services, recruitment and retention initiatives, and financial aid outreach aligned with institutional enrollment goals, requiring a consistent on-site presence to effectively support day-to-day operations and maintain direct interaction with students, families, and staff. This role provides leadership in training customer service staff and financial aid advisors within Student Financial Aid Services and collaborating offices, with an emphasis on in-person instruction to ensure effective knowledge transfer, engagement, and skill development.

Working closely with the office’s leadership team, the Associate Director recommends process improvements, develops communication strategies, and supports initiatives that enhance the student experience and operational effectiveness. The position contributes to strategic planning efforts and initiatives aligned with NJIT’s institutional goals.

• Serve as the primary point of contact for complex, multi-departmental student service issues requiring advanced review and resolution through consistent, in-person interaction with students, staff, and campus partners, ensuring concerns are appropriately vetted, documented, and coordinated with leadership across relevant offices prior to escalation to senior leadership.
• Utilize advanced communication techniques to stabilize high-emotion situations, ensuring students feel heard while maintaining institutional policy.
• Identify recurring "pain points" in student services and propose systemic fixes to reduce the overall volume of escalations.
• Lead training initiatives for financial aid customer service staff and advisors to support recruitment, retention, and service excellence.
• Provide guidance and training to University Admissions counseling staff to support prospective students and families.
• Coordinate financial aid outreach activities including Open Houses, Admitted Student Days, orientations, college fairs, and presentations, which primarily involve on-site participation and direct engagement with prospective and current students and their families.
• Maintain extensive knowledge of financial aid regulations, policies, and best practices to ensure compliant program administration.
• Identify operational challenges and implement process improvements through collaboration, project management, and technology.
• Foster strong relationships with campus partners to support effective communication and service delivery, through regular, in-person collaboration and engagement.
• Manage the Federal Work-Study Program, including hiring processes, compliance monitoring, reconciliation, budget oversight, and preparation of FISAP reporting data.
• Oversee athletic scholarship processing and collaborate with technical teams to improve system efficiencies.
• Interpret and communicate financial aid policies and procedures to students, families, and campus partners.
• Serve as a subject matter expert representing the financial aid office internally and externally.

• Ensure compliance with NCAA regulations and university policies related to athletic financial aid.
• Prepare required NCAA reports, squad lists, and scholarship data analyses.
• Counsel student-athletes regarding financial aid awards and eligibility requirements.
• Perform other duties as assigned.

• Bachelor’s degree required;
  Master’s degree preferred.
• Minimum of 7 years of professional experience in a financial aid office within higher education in a supervisory…