Associate Director, Student Financial Aid (Compliance and Customer Service)

About the role

The Associate Director of Student Financial Aid (Compliance and Customer Service) serves as a senior member of the Student Financial Aid leadership team and is responsible for ensuring institutional compliance with federal and state financial aid regulations while overseeing customer service operations.

Responsibilities

• Monitor, analyze, and interpret federal and state financial aid regulations using resources such as Federal Student Aid (FSA) Partner Connect, NASFAA guidance, COD reports, Maryland Higher Education Commission communications, and U.S. Department of Education Electronic Announcements.
• Provide supervisory oversight and evaluation of Financial Aid Coordinators responsible for Return of Title IV (R2T4) calculations and the Federal Direct Loan Program, ensuring accuracy, timeliness, and regulatory compliance.
• Identify, implement, and maintain internal controls to ensure financial aid funds are properly awarded, disbursed, reconciled, and reported.
• Coordinate office-wide compliance training and provide ongoing guidance to staff regarding regulatory changes and operational impacts.
• Oversee the accuracy, compliance, and maintenance of all publicly posted financial aid information, including the Student Financial Aid website.
• Manage reconciliation of the Federal Pell Grant Program and external and foundation scholarships; assist with reconciliation of the Federal Direct Loan Program.
• Provide leadership and supervision of front desk operations to ensure high-quality customer service, effective communication, and consistent dissemination of accurate information to students and families.
• Collaborate with the Director in decision-making, policy development, and strategic planning for the Student Financial Aid Office.
• Develop, implement, review, and document financial aid policies and procedures to ensure compliance with Department of Education, accrediting agencies, and institutional requirements.
• Represent the Student Financial Aid Office at student orientations, college fairs, recruiting events, and other outreach activities, as needed.
• Perform other duties as assigned.

Requirements

• Education and Experience: Bachelor’s degree (or higher) required. Four years of full-time experience in the financial aid area. Two years of supervisory experience required. Master’s degree preferred.
• Knowledge, Skills and Abilities: Excellent listening and communication skills, both verbal and written. Exceptional problem-solving skills, and ability to evaluate, analyze, create, and make decisions within critical scenarios required to maintain institutional eligibility to award state and federal financial aid programs. Ability to exercise independent judgment in accordance with established policies and practices. Ability to interact tactfully and courteously with public and coworkers, and across all disciplines and departments. Ability to perform work independently, as well as in a team environment. Ability to manage people, department initiatives and strategic plans, and operations. Ability to provide guidance, communication and counsel to other staff members on compliance matters. Demonstrated knowledge and experience in program administration, compliance and training. Extensive knowledge and understanding of all federal, state, regulations related to processing, disbursing, and reporting of financial aid awards. Knowledge of FISAP reporting, Program Participation Agreements requirements, Transfer Monitoring, Gainful Employment disclosures, Consumer Information and Program Integrity Regulations. Must be able to demonstrate a high level of personal and professional integrity. In addition, must have demonstrated management and leadership skills managing people, department initiatives and strategic plans.

Skills

• Excellent listening and communication skills, both verbal and written.
• Exceptional problem-solving skills, and ability to evaluate, analyze, create, and make decisions within critical scenarios required to maintain institutional eligibility to award state and federal financial aid programs.
• Ability to exercise independent judgment in accordance with established policies and practices.
• Ability to interact tactfully and courteously with public and coworkers, and across all disciplines and departments.
• Ability to perform work independently, as well as in a team environment.
• Ability to manage people, department initiatives and strategic plans, and operations.
• Ability to provide guidance, communication and counsel to other staff members on compliance matters.
• Demonstrated knowledge and experience in program administration, compliance and training.
• Extensive knowledge and understanding of all federal, state, regulations related to processing, disbursing, and reporting of financial aid awards.
• Knowledge of FISAP reporting, Program Participation Agreements requirements, Transfer Monitoring, Gainful Employment disclosures, Consumer Information and Program Integrity Regulations.
• Must be able to demonstrate a high level of personal and professional integrity.
• In addition, must have demonstrated management and leadership skills managing people, department initiatives and strategic plans.

Qualifications

• Education and Experience: Bachelor’s degree (or higher) required. Four years of full-time experience in the financial aid area. Two years of supervisory experience required. Master’s degree preferred.

Benefits

This position offers a comprehensive benefits package, including paid time off, paid holidays, retirement plans, and health and welfare coverage.

Pay

$78,039 - $111,540 (Depending on experience)

Schedule

Full Time