Assistant Director, Financial Aid Outreach
Johns Hopkins University
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The Office of Student Financial Services at Johns Hopkins University seeks to hire an Assistant Director, Financial Aid Outreach to help support the university’s mission to bring the most talented, creative, and ambitious students to the Hopkins community regardless of financial circumstances. Reporting to the Associate Director for Client Services and Outreach, this position will serve as one of three primary outreach coordinators for financial aid. The ideal candidate is a highly motivated and innovative professional, with outstanding interpersonal skills, a commitment to the principles of access and diversity, and providing the best customer service and student support experience to our families. S/he will create and deliver financial aid literacy training to prospective and current students, serve as the primary point of contact for the daily coordination and troubleshooting of student financial concerns, review of special circumstances and appeals, and perform regular outreach to students with incomplete application materials. S/he will provide ongoing financial aid counseling to students and families in all phases of the financial aid application process, work collaboratively with other staff members in the financial aid office, as well as other JHU organizational units as needed. S/he will also coordinate outreach efforts to undergraduate students to help facilitate the on-time disbursement of financial aid, giving special attention to vulnerable student populations, such as first generation and low income college students and students on financial aid warning and probation. This position will also help identify areas for increased efficiency and improved workflow associated with the processing of financial aid application materials. Occasional travel to local high schools, conferences and admission events required, requiring some evening and weekend work.
PRIMARY DUTIES AND RESPONSIBILITIES:
Develop materials and deliver financial aid information sessions to current and prospective students.
Serve as primary financial aid liaison to the StarFish early warning team, student life and academic advising for students identified as having financial difficulties.
Staff admissions open houses, financial aid information sessions and high school nights as a financial aid content knowledge expert.
Advise students on financial aid eligibility, application procedures and various financial aid programs. Respond to student inquiries in person, via phone, text and email.
Oversee all outreach efforts to undergraduate students to promote the on-time application and delivery of financial aid.
Run reports and queries to identify students with complex financial aid processing issues and identify methods to increase efficiency and visibility.
Review and monitor workflow processing queues, to help facilitate the highest levels of custom service possible.
Conduct targeted outreach to vulnerable populations, such as students with high debt, selected for federal verification and those with academic performance issues that affect eligibility for aid.
Maintain current knowledge of federal Title IV regulations, state rules and institutional policies pertaining to financial aid.
Serve as back-up to the Client Services team to ensure acceptable levels of customer service and turn-around times during peak processing.
Maintain a student caseload and assist with the evaluation of applications for students as needed, including packaging, verification, satisfactory academic progress and appeals.
Serve as the primary point person on the administration of emergency/opportunity grant program.
Review and process summer savings waiver grant applications and research stipends for unpaid summer experiences, in close coordination with Career Services and Student Life.
Promote financial literacy tools and conduct workshops for current students.
Help facilitate discussions and activities of the student financial aid advisory board.
Other job-related duties as assigned.
REQUIRED EDUCATION AND EXPERIENCE:
3-5 Years' experience
Strong communications skills, both written and verbal
Customer service and training experience
Working knowledge of Title IV regulations
Ability to manage multiple workflows with varying deadlines
Demonstrated ability to thrive in a fast paced environment where expectations for performance and productivity are high
PREFERRED EDUCATION AND EXPERIENCE:
Master's Degree preferred
Call Center experience
Functional experience with PowerFAIDs
OnBase or other document imaging and Workflow systems
Salesforce or other CRM applications
Knowledge of Institutional Methodology (IM)
Instructions for job applicants
Please apply online
Contact for additional information
Kevin Towns, firstname.lastname@example.org