Financial Aid Director - Higher Ed. jobs in Tucson, AZ

Duties & Responsibilities:

Supervision

• Responsible for direct supervision and support for all OSFA Client Services student staff which can range from 15-30 students at a time.
• Coordinates hiring and training of student workers, seasonal OSFA professional staff, and campus financial aid peer advisors.
• Training is provided in accordance with defined training needs and provides instructions based on federal, state, and institutional policies and regulations.
• Plans and organizes regular student staff meetings and training opportunities in collaboration with the Student Management Team.
• Proactively creates opportunities for the ongoing professional development and engagement of CS Student workers in collaboration with the Student Management Team.
• Responsible for scheduling and ensuring proper student staff coverage for call center and email inbox.
• Regularly evaluates team members’ interactions with clients, feedback received and processing timelines to determine whether key performance indicators are being met and where there is room for improvement.
• Identifies and prioritizes discrepancies, escalated scenarios and perform research, offer solutions, options, and strategies for resolution. Refer to appropriate person or department as needed, and/or arrange for required support for students.
• May directly supervise seasonal OSFA Client Services staff.
  

Client Services Counseling

• Ability to review and verify information provided on the Free Application for Federal Student Aid (FAFSA) and supplemental documentation (including tax forms) based on federal Title IV regulations to determine student eligibility through the process of verification, and professional judgement, etc.
• Responds to inquiries received by OSFA via email, phone, chat, in-person and Zoom.
• Meets with and provides financial aid counseling support to students, parents, and supporters.
• Represents OSFA in a professional, knowledgeable, and welcoming manner at various financial aid outreach events and present financial aid information to prospective students and families. Event modality, days and times vary but can include virtual, in-person, evening, weekend and during standard business hours. This may include events such as new student orientation, high school FAFSA / Financial Aid 101 nights, etc.
• Assists in the preparation and maintenance of outreach event materials including power point presentation slides and flyers/resources shared with students.

Client Services Team Leadership

• Assists with collecting and maintaining service data for the purpose of ongoing assessment and to ensure service standards are met or exceeded.
• Serves as a resource for the Client Services team during high volume periods to assist area manager in daily operations including escalated scenarios, ensuring staffing levels, and tracking client services metrics.
• Works with supervisor and colleagues to develop, review and improve processes within Client Services.
• Effectively communicates with direct supervisor and OSFA leadership team to provide updates regarding changes and status updates regarding the progression of assigned projects.
• Expands federal, state, and institutional regulatory expertise/knowledge through proactive research and cultivation of relationships both inside and outside of OSFA and the University of Arizona.
• Evaluates effectiveness of aid delivery and develops suggestions for improved methods.
• Participates in all meetings assigned, serves as an OSFA liaison to campus partners and external entities.
• Participates in workshops and conferences; preparing, facilitating, and presenting information as requested.
• Additional duties may be assigned.

Required Knowledge, Skills, and Abilities

• Ability to lead a large student team using a positive, welcoming, and professional manner.
• Ability to work successfully with culturally diverse populations of students and staff.
• Excellent communication skills and the ability to anticipate the needs of customers.
• Superior organizational and time management skills.
• Demonstrates strong writing and public speaking skills.
• Communicates clearly and effectively.
• Possesses strong organizational skills and is detail-oriented.
• Exhibits excellent interpersonal skills.
• Possesses solid problem-solving skills.
• Exhibits proficiency in Microsoft Office Suite including Word, PowerPoint, and Outlook.
• Works well with a variety of different individuals in a group setting but also able to work independently with little supervision.
• Ability to juggle many projects and meet deadlines in a fast-paced environment with competing priorities.