Assistant Director, Financial Aid

About the role

The Assistant Director of Financial Aid provides leadership and daily operational oversight for the financial aid and scholarships customer service function and the fiscal operations of Loan, Pell, and Federal Grant programs. The position ensures that student-facing service channels are appropriately staffed and responsive to immediate student and family needs. The position also provides managerial oversight in the specialization areas of Federal Direct Loan, Private Educational Loan, Federal Pell Grant, and other Federal Grant operations.

This position works collaboratively with staff and leadership across Enrollment Services, Student Financial Services, and other campus partners to maintain effective service delivery, compliance, fiscal integrity, and resource allocation. Furthermore, the incumbent provides services that are equitable, inclusive, and culturally sensitive to enhance the quality of campus life. This position uses a student-centered and equity-minded approach in all communication and service efforts.

Responsibilities

• Provide leadership and oversight for financial aid and scholarship customer service operations, including scheduling, workload assignments, staff development, and service channel coordination.
• Manage daily operations across phones, service windows, electronic ticketing, online chatbot, operations support assignments, escalated service issues, and cross-training initiatives.
• Oversee Federal Direct Loan, Private Loan, Pell Grant, and other federal grant operations, including workflow coordination, compliance monitoring, reconciliations, error resolution, quality assurance, reporting, documentation, and collaboration with Student Financial Services, Financial Aid Systems, COD, NSLDS, lenders, servicers, and related partners.
• Prepare weekly updates for the Director of Financial Aid and Scholarships regarding service levels, reconciliation status, compliance concerns, workload risks, staffing needs, and recommended corrective actions.

Requirements

Equivalent to a bachelor's degree and two (2) years of related experience required. Experience in financial aid operations or a related student services area with direct involvement in Title IV processing, or a combination of education and other relevant experience that provides the required knowledge and abilities preferred.

Qualifications

Required: Demonstrated ability to supervise, train, mentor, schedule, and evaluate staff in a complex student services or financial aid environment. Excellent written and verbal communication skills, including the ability to explain complex financial aid requirements clearly to students, families, staff, and campus partners. Demonstrated ability to deescalate elevated concerns, resolve problems professionally, identify root causes, and determine when escalation or leadership intervention is appropriate. Commitment to student-centered, equity-minded, inclusive, and culturally sensitive service delivery. Treats all customers (students, faculty and staff colleagues) with dignity and respect, empathy, fairness and professionalism, consistent with the university mission, values and strategic vision.

Prior experience with federal, state, CSU, and institutional financial aid regulations, policies, procedures, and compliance requirements. Detailed knowledge of Federal Direct Loan, Private Educational Loan, Federal Pell Grant, and Federal Grant processing, disbursement, cash management, reconciliation, reporting, and year-end closeout activities. Detailed knowledge of accounting, reconciliation, data integrity, and internal control principles related to financial aid programs. Ability to create and maintain business process guides, training materials, desk procedures, schedules, and documentation that support continuity and accountability. Experience with PeopleSoft Campus Solutions or similar student administration, imaging, workflow, reporting, and financial aid management systems, preferred. Familiarity with COD, NSLDS, ELM or private loan platforms, servicer portals, and related external systems, preferred. Ability to run queries, analyze large data sets, validate system changes, and coordinate with systems staff on testing, configuration, automation, and reporting needs. Ability to review exception reports, identify processing or system issues, analyze root causes, assign follow-up, and confirm timely resolution. Ensures operational integrity and continuity by maintaining detailed descriptions of responsibilities, ranging from daily tasks to strategic activities and outcomes, and makes them available to supervisor.

Skills

Detailed knowledge of federal, state, CSU, and institutional financial aid regulations, policies, procedures, and compliance requirements. Detailed knowledge of Federal Direct Loan, Private Educational Loan, Federal Pell Grant, and Federal Grant processing, disbursement, cash management, reconciliation, reporting, and year-end closeout activities. Detailed knowledge of accounting, reconciliation, data integrity, and internal control principles related to financial aid programs. Ability to create and maintain business process guides, training materials, desk procedures, schedules, and documentation that support continuity and accountability. Experience with PeopleSoft Campus Solutions or similar student administration, imaging, workflow, reporting, and financial aid management systems, preferred. Familiarity with COD, NSLDS, ELM or private loan platforms, servicer portals, and related external systems, preferred. Ability to run queries, analyze large data sets, validate system changes, and coordinate with systems staff on testing, configuration, automation, and reporting needs. Ability to review exception reports, identify processing or system issues, analyze root causes, assign follow-up, and confirm timely resolution. Ensures operational integrity and continuity by maintaining detailed descriptions of responsibilities, ranging from daily tasks to strategic activities and outcomes, and makes them available to supervisor.

Benefits

At California State University (CSU), we prioritize the health, growth, and success of our employees. Our benefits program reflects our commitment to your overall well-being. To Be Eligible For Full Benefits, Employees Must Be Appointed At Least Half-time (.50 FTE) With An Appointment Lasting More Than Six Months And One Day. Benefits Eligibility And Offerings May Vary Based On Appointment Type, Classification, And Applicable Collective Bargaining Agreement. Eligible Employees May Have Access To a Comprehensive Benefits Package That Can Include: Paid Time Off: Up to 24 vacation days per year (based on employee group and/or length of service), 14 paid holidays, and 12 sick days annually with unlimited accrual. Health Coverage: A variety of medical, dental, and vision plans. Retirement Plans: Participation in the CalPERS defined benefit plan, along with voluntary savings options such as 403(b), 401(k), and 457 plans. Educational Benefits: Tuition fee waiver programs for eligible employees; dependent eligibility varies by employee group and bargaining unit. Employee Assistance Program (EAP): Confidential counseling and support services for employees and their families. Additional Benefits: Wellness programs, professional development opportunities, and insurance options including life, disability, and pet insurance. Candidates are encouraged to review the appropriate CSU Employee Benefits Summary for details specific to their position. Additionally, the CSU Total Compensation Calculator is available to help prospective employees understand the full value of the CSU benefits package and how it complements base salary.

Pay

Salary placement is determined by the education, experience, and qualifications the candidate brings to the position, internal equity, and the hiring department’s fiscal resources. Hiring Range: The hiring range for this position is $6,916 - $7,858 per month commensurate with candidate's education, experience, skills, and training.

Schedule

Regular full-time position.