Summary

This position plays a key role in the administration and oversight of American University's financial aid programs, with primary responsibility for the daily service delivery operations within the Office of Financial Aid and the administration of Yellow Ribbon Program. The position manages day-to-day service delivery operations by supervising customer service representative staff, ensuring adequate front desk coverage, monitoring phone agent availability and service levels, compiling and disseminating monthly service metrics, and assisting with troubleshooting disruptions related to Webex phone, ServiceNow CRM, and Zoom Scheduler. The Assistant Director manages Yellow Ribbon Program coordination with the Office of Admissions, Veteran Services Office, Student Accounts, Washington College of Law, and Office of Graduate Studies; oversees timely identification, awarding, revision, and reconciliation of Yellow Ribbon awards; and coordinates the annual calculation, update, and submission of the university's Yellow Ribbon Program application. The incumbent also advises students and families, supports staff training and case management, and ensures effective, student-centered service delivery.

Essential Functions:

1.) Financial Aid Office Service Delivery Management

Manage the day-to-day service delivery operations of the Office of Financial Aid. Supervise customer service representative staff; ensure adequate coverage at the financial aid front desk; monitor phone agent availability and service levels; compile and disseminate monthly service metrics, including phone and walk-in statistics; and assist in troubleshooting disruptions related to Webex phone, ServiceNow CRM, and Zoom Scheduler. Support consistent, responsive, and student-centered service delivery across communication channels

2.) Management of the Yellow Ribbon Program

Manage the Yellow Ribbon Program in coordination with the Office of Admissions, Veteran Services Office, Student Accounts, Washington College of Law, and Office of Graduate Studies. Identify eligible students in a timely manner; award, revise, and reconcile Yellow Ribbon awards; and coordinate with university stakeholders to annually calculate, update, and submit the Yellow Ribbon Program application. Ensure program administration aligns with applicable federal, institutional, and university requirements.

3.) Counseling and Financial Aid Advising

Advise and counsel prospective and enrolled students, families, and university administrators regarding federal, state, and institutional aid programs. Explain regulations, policies, compliance expectations, need analysis, verification requirements, budgeting considerations, and the application of aid within the financial aid process.

4.) Training, Case Management, and Reconciliation

Train financial aid staff and support case management by maintaining deep knowledge of federal and institutional regulations and office procedures. Reconcile student records and aid activity as needed, support issue resolution, and promote consistent application of policies, procedures, and service standards across the office.

Supervisory Responsibility:

Yes. Supervises customer service representative staff and one Financial Aid Counselor.

Competencies:

Serving Customers.
Acquiring and Analyzing Information.
Making Accurate Judgments and Decisions.
Championing Customer Needs.
Building and Supporting Teams.
Managing Talent.

Position Type/Expected Hours of Work:

Full-time.

35 hours per week.

Salary Range:

$70,000.00 - $80,000.00 annually.

Required Education and Experience:

Bachelor's degree or equivalent.
3 - 5 years of relevant experience.
Financial aid administration and counseling experience required.

Preferred Education and Experience:

Master's degree or equivalent.
Experience with automated systems and strong written and verbal communication skills preferred.

Travel Required:

Minimal travel may be required for conferences and professional development activities.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Benefits

AU offers a competitive benefits package. Click here to learn about American University's unique benefit options.

Other Details

Hiring offers for this position are contingent on successful completion of a background check.

Employees in staff positions at American University must deliver their services to the university from either the District of Columbia, Maryland, or Virginia, or perform work on-site at the university.

Please note this job announcement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

American University is an E-Verify employer.

Current American University Employees

American University current employees must apply through their employee Workday account. If you are a current employee at American University, please log into Workday and select the Find Jobs report which will take you to our internal career listings.

Contact Us

For more information or assistance with the American University careers site, email theworkline@american.edu.

American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.