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Form of workDepartment: Financial Aid EV Salary/Grade: EXS/5 Job Summary: The Assistant Director for Client Services provides information and advice to parents and students, both prospective and current, regarding the Financial Aid application process, regulations and eligibility for the various aid programs. This position guides applicants through the adjustment and appeal process and provides customer service via phone, email and in person. This person will have an assigned Financial Aid project area.
Some evening and weekend work is required. Specific Responsibilities: Provides detailed information and professional advice to parents, students and staff regarding Financial Aid eligibility, including University policies and federal and state regulations. Considers requests for adjustments and additional aid on a case-by-case basis and provides advice via e-mail, phone and in person.
Guides students through the application process including the intricacies of the verification of information submitted on the FAFSA and College Board PROFILE forms. Monitors the flow of customer service traffic and assists the front-line advising staff in their efforts. Ensures that the service needs of students and families are being met and facilitates the escalation of conversations to others in the office.
Stays abreast of federal and state regulations and institutional policies and procedures in order to provide excellent customer service. Responsible for managing a specific Financial Aid project area, to be assigned. Project areas may include federal eligibility assessment, federal verification, federal/state grant programs, federal/private loans, institutional scholarships, study abroad Financial Aid, athletic assistance and additional federal regulations and institutional programs, as developed.
Responsible for presenting at high school Financial Aid nights and student information sessions. Other duties as assigned. Minimum Qualifications: (Education, experience, and any other certifications or clearances) Bachelor's Degree; Demonstrated ability to consistently display accuracy and attention to detail; Receptive to feedback, willing to learn and embrace continuous improvement; Demonstrated ability to communicate effectively one-to-one, in small groups and in public speaking contexts; Ability to write precise, well-organized emails, letters and proposals while using appropriate vocabulary and grammar; Effectively performs duties and responsibilities with attention to detail while demonstrating support for organizational policies; Demonstrated energy and desire to achieve and ability to take action that no one has requested to improve or enhance job results and avoid problems; Ability to actively listen to others' opinions and ideas and to respect and seek to understand differences in opinions.
Preferred Qualifications: (Education and experience) 2-3 years' experience in a Financial Aid office; 2. Willingness to facilitate open and effective communication, cooperation and teamwork within and outside of one's own team; Exhibits understanding of natural sources of conflict and acts to prevent or soften them; Ability and willingness to explore alternatives to existing products and services and identify opportunities to improve procedures and practices; Ability to explain Financial Aid regulations to parents and students; Excellent communication skills, both written and oral; Ability to work with nationally known need analysis methodology Benefits: At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.
Work-Life and Wellness: Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities and adopt and maintain healthy lifestyles. We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.
Professional Growth & Development: Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.
Northwestern strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness. More information can be found on the COVID-19 and Campus Updates webpage. The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations.
We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today. Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply.
Click for information on EEO is the Law. Target hiring range for this position will be between $55,000-$60,000 per year. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.
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