Associate Director of Operations & Customer Service, Financial Aid

The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission.

At Howard University, we prioritize well-being and professional growth.

Here is what we offer: 

• Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
• Work-Life Balance: PTO, paid holidays, flexible work arrangements
• Financial Wellness: Competitive salary, 403(b) with company match 
• Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
• Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture

Join Howard University and thrive with us! 

https://hr.howard.edu/benefits-wellness

BASIC FUNCTION: 

The Associate Director of Operations and Customer Service for Graduate and Professional Programs supervises the daily operations of the financial aid counseling area of the Office of Student Financial Aid for the graduate and professional programs, ensuring excellent customer service and guidance are provided to financial aid applicants and their families throughout the financial aid application process. Manages efficient, accurate and timely practices that determines eligibility within the parameters of institutional, state and federal requirements. The Associate Director of Operations and Customer Service for Graduate and Professional Programs assists in providing overall financial aid leadership and helps develop policies and procedures for the financial aid process. This position serves as the front-line contact for internal and external customers to include other departments on campus in regard to complaints relating to financial aid counseling and works to improve any operational gaps or inefficiencies. This position reports to the Sr. Associate Director of Graduate and Professional Programs.

SUPERVISORY ACCOUNTABILITY:

Responsible for supervising, orienting, providing support and training the Assistant Directors of Graduate and Professional Programs and the Financial Aid Counselors within these units. This position is responsible for assigning and reviewing the work of all direct reports to this position that fall within the units of graduate and professional programs.   

NATURE AND SCOPE:      

Internal contacts generally include administrators, faculty, students, and staff. External contacts generally include vendors, consultants, visitors, and the general public.

PRINCIPAL ACCOUNTABILITIES:

• Exercises independent judgment in the management of operational details of the financial aid process including but not limited to:

• Provide advising and training throughout the financial aid process to the Assistant Directors of Graduate and Professional Programs, and the Financial Aid Counselors of these units as they interface with prospective, new and current students and their families.

• Reviews incoming financial aid application and any supporting documentation needed to determine the accuracy of the financial and household information reported on the FAFSA. This requires knowledge of not only federal financial aid regulations but IRS tax laws and how they relate to federal financial aid.

• Ensure assigned duties of the Assistant Directors of Graduate and Professional Programs and the Financial Aid Counselors are being completed with a high degree of accuracy to ensure compliance while experiencing multiple interruptions, including assisting with front desk coverage and support.

• Exercise great attention to detail when completing assignments as error in judgment or calculations could result in unintended consequences for the student and/or the institution such as under or over funding of a student, loss of student eligibility, audit findings, fines, damage to school’s reputation or loss of institutional e