Senior Assistant Director, Financial Aid Quality Assurance

Student Financial Support (SFS) is seeking a Senior Assistant Director, Financial Aid Quality Assurance who will be a member of the management team comprised of the Director, Associate Directors, and Assistant Directors and will work as a part of the collaborative group responsible for development and implementation of policies and procedures to meet University wide goals. Reporting to the Director for Financial Aid & Scholarships, the Senior Assistant Director will assist with multiple functions within the office which includes ensuring the delivery of excellent customer service and accurate information to all students and families contacting SFS. The Senior Assistant Director will serve as the primary liaison to the contact call center (CMD) and the Student Enrollment and Account Management (SEAM) teams who handle first-line phone calls, emails via the case management system (SCM), and live chat on behalf of SFS.

Specific Duties & Responsibilities

• Perform quality assurance monitoring for SFS emails, inbound/outbound calls and case management responses to assess front line staff accuracy, customer services performance and provide feedback/recommendations to team leaders.
• Develop training materials and provide workshops to ensure CMD, SEAM, and student workers are well-versed in Student Financial Support’s Policy and Procedures.
• Responsible for the hiring, training, supervision, and scheduling of SFS student workers.
• Review and update financial aid knowledge base material Student Financial Support platforms (such as Teams, Confluence, chatbot, etc.).
• Schedule and coordinate financial aid adviser on-call, Zoom, and in-person schedules and keep all parties informed of weekly schedule.
• Attend assigned weekly meetings and liaised with CMD/SEAM (call center and shared services) on topics that impact SFS daily operations.
• In collaboration with the Associate Director for Financial Aid Communications, update financial aid forms, publications, and website content.
• Support the Director for Financial Aid & Scholarships with the annual review/revisions of policies and procedures to ensure compliance with institutional, federal, and state guidelines and regulations.
• Responsible for managing special projects as assigned by the Director for Financial Aid & Scholarships, to include developing detailed project plans, timelines, milestones and deliverables.
• Assist with answering cases/emails and live chat, conducting phone/Zoom calls, in-person student events and processing financial aid documents as needed.         

Special Knowledge, Skills & Abilities

• The candidate who best fits this position will have exceptional written and oral communication skills, strong, student-based counseling proficiency, good eye for detail, robust organizational skills, a comprehensive understanding of Federal Title IV regulations and Federal Title IV financial aid processing systems (COD, NSLDS, etc.), strong work ethic and a working knowledge of Microsoft Office Suite of products.
• Experience with CSS PROFILE, IDOC, PowerFAIDS, and OnBase preferred.

• Bachelor's Degree.
  

• One-year related experience.
  

• Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.

• A Master's Degree and three years of relevant financial aid/Title IV experience is preferred.
• Experience in a highly selective college or university setting that practices some form of institutional methodology is preferred.

Classified Title: HSA Financial Aid Administrator 
Job Posting Title (Working Title): Senior Assistant Director, Financial Aid Quality Assurance   
Role/Level/Range: ACRP/03/MD  
Starting Salary Range: Min $55,200 - Max $96,600 Annually ($70,000 targeted; Commensurate with experience) 
Employee group: Full Time 
Schedule: Mon - Fri / 8:30 - 5:00 
Exempt Status: Exempt 
Location: Hybrid/Homewood Campus 
Department name: ​​​​​​​Student Financial Services  
Personnel area: University Student Services 

Total Rewards
The referenced salary range is based on Johns Hopkins University’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/

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