Senior Assistant Director of Financial Aid

Department: Financial Aid EV
Salary/Grade: EXS/8

Target hiring range: $74, per year. Offered salary will be determined by applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Reporting to the University Director of Financial Aid, the Senior Assistant Director of Financial Aid, Client Services Supervisor is primarily responsible for the day-to-day flow of customer service efforts for the undergraduate financial aid office. The role monitors the work of customer service staff to ensure prompt, efficient, and courteous service, supervises front-line service and more complex referrals, and serves as the first contact for escalated issues/referrals.

In addition to supervising others, the position provides information and advice to parents and students regarding the financial aid application process, eligibility for various aid programs, and the adjustment and appeal process. The supervisor also oversees front desk coverage and maintains the on-call schedule for counseling functions, while managing a caseload of financial aid applications and committing millions of dollars in university financial aid each year.

• Supervise scheduling and work of counseling staff; train staff on aid eligibility calculations, invoicing impact, enrollment, and academic performance interactions with federal, state, and university policies. Maintain schedule for assistant directors and adjust during absences, taking referrals of escalated customer service issues when needed.
• Provide detailed information and professional advice to parents, students, and staff regarding financial aid eligibility, including university policies and federal and state regulations. Process requests for adjustments and additional aid and guide students through FAFSA and College Board PROFILE verification.
• Compile and maintain term, monthly, and yearly contact reports; use trend analyses to inform counseling strategy, staff coverage, communication timing, and outreach efforts; collaborate with senior leadership to adjust operations and engagement strategies based on reporting data.
• Directly supervise two front-line advisors and one counselor; monitor customer service flow and assist front-line staff. Ensure service needs of students and families are met and facilitate escalation to other office staff.
• Analyze complex financial aid applications for 300-400 undergraduate students; determine aid eligibility under federal and institutional regulations. Formulate financial aid packages to meet student need and recruit and retain a diverse student body. Exercise discretion in determining when to deviate from federal methodology and use independent judgment to commit university funding.
• Stay abreast of federal and state regulations and institutional policies to provide excellent customer service. Manage a specific financial aid project area, including federal eligibility assessment, verification, grant programs, loans, scholarships, study abroad aid, athletic assistance, and additional programs.
• Present at high school financial aid nights and student information sessions.

• Bachelor’s Degree.
• Demonstrated ability to consistently display accuracy and attention to detail.
• Receptive to feedback, willing to learn and embrace continuous improvement.
• Effective communication skills one-to-one, in small groups, and public speaking.
• Ability to write precise, well-organized emails, letters, and proposals.
• Perform duties with attention to detail while supporting organizational policies.
• Energy and desire to achieve and take action to improve job results.
• Active listening and respect for diverse opinions.

• 2-3 years of experience in a financial aid office.
• Willingness to facilitate open and effective communication, cooperation, and teamwork.
• Experience supervising a customer service or counseling function, preferably in financial aid.
• Understanding of conflict sources and ability to prevent or soften them.
• Ability to explore alternatives and identify improvements.
• Ability to explain financial aid regulations to parents and students.
• Excellent written and oral communication skills.
• Experience with nationally known need analysis methodology.

Northwestern provides competitive health care plans, retirement benefits, tuition discounts, and more. For details, visit https://(Use the "Apply for this Job" box below)..

Northwestern offers comprehensive programs and services to support flexible arrangements, childcare, and senior care. Learn more at https://.

Northwestern supports employee career development both on campus and remotely. Explore resources at https://.

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected…