Jobs and Careers

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

Yes Campusfull_timeVerifiedPosted 13 Feb 2026

💰 $111,540/yr($78,039/yr – $111,540/yr)

About the role

Position Information

Position Title Associate Director, Student Financial Aid (Compliance and Customer Service) Position Type Staff Department Financial Aid FLSA Exempt Union/Non Union Non Union Full Time or Part Time Full Time Grade 16 Salary Range Hiring Salary Range $78,039 - $111,540 (Depending on experience) Fixed Term/Tenure Track (Faculty Only) Regular or Temporary Regular Job Description Summary

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. This position provides supervisory oversight of Financial Aid Coordinators responsible for Return of Title IV (R2T4) processing and the Federal Direct Loan Program, two of the most highly regulated and compliance-sensitive functions within the office.

The Associate Director functions as a subject matter expert in financial aid compliance, provides guidance and training to staff, contributes to policy development and strategic initiatives, and manages the office’s primary student and family point of contact to ensure consistent, high-quality customer service.

Minimum 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.

Criteria

CRITERIA: The following criteria, which are not the sole criteria used in the final hiring decision, will be used to review the applications of those persons who meet the stated minimum qualifications and to select those qualified applicants who will be interviewed. Other information and observations made during the interview process may be considered in the selection process. A Resume/CV and cover letter are required with the application. Please ensure that your documents address the criteria listed below for this position.

ESSENTIAL DUTIES

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.
Secondary point of contact for internal, external, annual, and interim financial aid audits, supporting audit readiness and institutional risk mitigation.
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.
Participate in the development of performance objectives, corrective action plans, and continuous improvement initiatives aligned with departmental, divisional, and college goals.
Perform other duties as assigned.