Job Summary: The Assistant Director of Financial Aid, Client Services Supervisor provides information and advice to parents and students, both prospective and current, regarding the financial aid application process, including regulations and eligibility for various aid programs. The Assistant Director guides applicants through the adjustment and appeal process, providing customer service via phone, email, and in person. This position has an assigned financial aid project area and supervises the front-line advising function for the office, ensuring questions are answered in a timely fashion. Oversees front desk coverage during office hours and maintains the “on call” schedule for other assistant directors performing counseling functions.
Working Conditions: Some evening and weekend work is required.
Provides detailed information and professional advice to parents, students and staff regarding financial aid eligibility, including University policies and federal and state regulations. Considers requests for adjustments and additional aid on a case-by-case basis and provides advice via e-mail, phone and in person. Guides students through the application process including the intricacies of the verification of information submitted on the FAFSA and College Board PROFILE forms.
Directly supervises two front-line staff members; monitors the flow of customer service and assists front-line advising staff in their efforts. Ensures that the service needs of students and families are met and facilitates the escalation of conversations to others in the office.
Maintains the counseling schedule for other assistant directors to ensure coverage to answer more complex questions. During absences, adjusts the schedule to ensure availability of counseling staff.
Stays abreast of federal and state regulations and institutional policies and procedures in order to provide excellent customer service. Responsible for managing a specific financial aid project area, to be assigned. Project areas may include federal eligibility assessment, federal verification, federal/state grant programs, federal/private loans, institutional scholarships, study abroad financial aid, athletic assistance and additional federal regulations and institutional programs, as developed.
Responsible for presenting at high school financial aid nights and student information sessions.
Other duties as assigned.
Demonstrated ability to consistently display accuracy and attention to detail;
Receptive to feedback, willing to learn and embrace continuous improvement;
Demonstrated ability to communicate effectively one-to-one, in small groups and in public speaking contexts;
Ability to write precise, well-organized emails, letters and proposals while using appropriate vocabulary and grammar;
Effectively performs duties and responsibilities with attention to detail while demonstrating support for organizational policies;
Demonstrated energy and desire to achieve and ability to take action that no one has requested to improve or enhance job results and avoid problems;
Ability to actively listen to others' opinions and ideas and to respect and seek to understand differences in opinions.
2-3 years’ experience in a financial aid office;
Willingness to facilitate open and effective communication, cooperation and teamwork within and outside of one's own team;
Experience supervising a customer service or counseling function preferably in a financial aid office;
Exhibits understanding of natural sources of conflict and acts to prevent or soften them;
Ability and willingness to explore alternatives to existing products and services and identify opportunities to improve procedures and practices;
Ability to explain financial aid regulations to parents and students;
Excellent communication skills, both written and oral;
Ability to work with nationally known need analysis methodology
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 37300
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.