Associate Director, Financial Assistance

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The Associate Director, Financial Assistance assists with the administration of federal, state, and institutional financial aid programs for incoming and current students at the University of Miami. This position ensures the development and successful implementation of customer service processes to support the enrollment management objectives of the University by working with various administrative departments, students, and their parents. 

Job Functions:

• Supports students, parents, and other customers, in person, by e-mail, and via the telephone, with higher education financial planning.
• Review and analyze financial aid application data to determine eligibility for accurate and compliant financial aid award packages.
• Responsible for providing financial aid packaging and customer service to the NUAP student population. This includes webinars each semester to cover the unique financial aid requirements for the program.
• Responsible for Study Abroad packaging and budget adjustments.
• Advise University staff and students on financial aid and related policies, procedures, rules, and regulations.
• Conduct reviews for redetermination of financial aid requiring an analysis of IRS tax data including, but not limited to, filing status, who should file a return, and dependency. The review requires discretionary net-worth development for custodial and non-custodial parents.
• Contact students regarding changes in eligibility of awards and alternatives.
• Assist in modifying financial aid packages based on changes in enrollment level, budget adjustments, and changes in aid.
• Troubleshoot individual student aid problems and support student escalations through ‘Canes Central.
• Review student files and correspondence, award financial aid, and make decisions using professional judgment regarding special circumstances such as cost of attendance adjustments.
• Ensure the administration of all programs complies with federal, state, and institutional regulations.
• Responsible for redetermining NCPW and letter of explanation twice per week.
• Safeguard that all required returns and/or post-withdrawal disbursements are processed in compliance with federal, state, and institutional timeframes.
• Assist with the management and processing of outside and private scholarships and grants.
• Assists in advancing the goals of the department by actively participating in project teams.  Assists/participates in the development and implementation of the policies and procedures, strategic plan, and recruitment/retention strategies. 
• Participate in financial aid outreach efforts including the counseling of students regarding student debt matters.
• Provide leadership and direct supervision of direct reports. Responsibilities include training employees; planning, assigning, and directing work; working with central administration in appraising performance; rewarding and disciplining employees; addressing complaints, and resolving problems.
• Manage the monthly customer service schedule to ensure staffing meets the university’s customer service goals.
• Supervise and monitor customer service staff’s progress with Slate emails, Cane’s Central cases, workbaskets, and escalations.
• Train current and new GOT personnel on financial aid processes and documents to keep the new student call center up to date. 
• Train student employment staff on financial aid processes and documents to provide back-up to customer service staff as needed. 
• Hire, supervise, and train FWS student staff.
• Serves as liaison with other related University offices or departments and participates in leadership meetings as a financial assistance representative.
• Primary liaison for Student account leadership, GOT leadership, Cane’s Central leadership, and other university leaders with regards to service escalations.
• Adhere to University and unit-level policies and procedures and safeguards University assets.
• Contribute to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
• Contribute to the overall success of