Associate Director/Operations

• Plan, direct and review the activities and operations of the Operations verification area, under supervision of the Director.
• Responsible for coordinating the annual review of documents/forms and communication updates in preparation for the next aid year.
• In collaboration with Assistant Director in Counseling, ensure ongoing assessment of training needs related to processing and regulatory requirements.
• Design and manage the ISIR load process and ISIR analysis for Operations verification criteria, under supervision and review by leadership.
• Oversee document imaging process.
• Oversee Pell reconciliation.
• Work to ensure the effective, accurate and efficient delivery of services to students, including but not limited to: financial aid counseling, processing and awarding, and general financial aid information.
• Provide and/or coordinate training for staff.
• Assess customer service and messaging, including regular review and update of policies and procedures, correspondence, forms, web and Knowledgebase articles.
• Monitor processing workload and Salesforce cases to continuously assess response times and prioritize work in collaboration with the Assistant Director in Counseling.
• Troubleshoot issues as they arise and identifies and recommends appropriate resolutions.
• Review and process verification and professional judgement appeals, as necessary.
• Provide support to the Director for special projects.
• Counsel and advise students about financial aid eligibility, application procedures, aid programs, cost, indebtedness, money and management and financial planning, individualizes information to the particular needs and situation of the student.
• Collect and/or analyze financial data on students to determine aid eligibility and make awards within federal, donor and/or institutional guidelines.
• Evaluate unusual/mitigating circumstance documentation or information provided by student. Exercise judgement by making adjustment or revisions to costs, contribution, need, or dependency status, as exceptions to the prescribed process.
• Answer questions, inquiries, or requests from students, parents, or guardians in-person or in writing regarding financial aid programs and eligibility.
• Assist in preparation of and present information regarding federal financial aid, scholarships, employment and grants for various campus groups, high school students, and parents at meetings, group discussions, workshops, and recruitment sessions.
• Analyze various system-generated reports such as grades and enrollment status or award status to verify continued compliance and eligibility of students receiving aid under federal and institutional guidelines.
• Interface with students and lenders, employers, donors, guarantee agencies and/or staff to resolve issues.
• Assist with other financial aid activities such as outreach, reporting and monitoring.

Bachelor’s degree in a field appropriate to the area of assignment AND seven (7) years of related administrative experience, which includes four (4) years of supervisory experience; OR, Eleven (11) years of related administrative experience, which includes four (4) years of supervisory experience; OR, Any equivalent combination of education and/or experience from which comparable knowledge, skills and abilities have been achieved.

• Experience working in a higher education financial aid office.
• Demonstrated knowledge of the principles and practices of financial aid with progressively responsible financial aid experience in a post-secondary institution.
• Demonstrated knowledge of university, foundation and/or federal student financial aid programs.
• Experience managing, supervising and evaluating assigned staff.
• Evidence of a Bachelor’s degree.
• Experience in building effective teams to ensure service standards are met and assigned goals and objectives are reached.
• Experience in providing financial aid training on a variety of topics.
• Experience in PeopleSoft Campus Solutions.
• Experience in creating and presenting financial aid information to diverse groups.

Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding, and manipulating a computer mouse. Stand for varying lengths of time and walk moderate distances to perform work. Occasional bending, reaching, lifting, pushing and pulling up to 25 pounds. Regular activities require ability to quickly change priorities which may include and/or are subject to resolution of conflicts. Communicate to perform essential functions.

Financial Aid and Scholarship Services is one of several departments comprising the Division of Enrollment Services which utilizes a variety of strategies to enroll and support a diverse student population representative of Arizona State University’s vision. The Financial Aid and Scholarship Services unit strives to provide excellent customer service with the goal to make each student’s application for financial aid a simple and affordable process. Each staff member is committed to helping a student finance their education by effectively utilizing scholarships, grants, federal work-study and loans. The unit provides tools to help determine the cost of attending ASU, including a scholarship estimator and a scholarship portal to search for available scholarships. The department also provides resources for students to use to budget their money and a student employment unit which processes ASU department requests for student workers.

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 90,000 students in metropolitan Phoenix, Arizona, the nation’s fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit www.asu.edu/tobaccofree

AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will be considered without regard to race, color, sex, religion, national origin, disability, protected veteran status, or any other basis protected by law.

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.