Job Description

Primary Purpose of Organization Unit
The mission of the Office of Financial Aid is to provide access to higher education. We provide information to continuing students, prospective students, and families about the availability of funding from federal, state, and institutional sources. Through financial literacy and guidance, we support student success. The Office of Financial Aid contributes to the University’s retention efforts by providing on-going assistance and support to continuing students while complying with Federal, State, and Institutional regulations and guidelines, to ensure equity and consistency in the delivery of funds to students.

Primary Purpose of Position
The Assistant Director of Financial Aid Service Center will ensure that excellent customer service is provided to students, families, faculty, staff, alumni, and other key stakeholders when visiting the FA Service Center. They should have excellent communication and the ability to act as a link between students, employees, and the university.

The Assistant Director will oversee the following program responsibilities:
Satisfactory Academic Progress (SAP): Lead the SAP Team in reviewing and making decisions on appeals from students seeking to regain financial aid eligibility.
Financial Wellness Program: Manage the Financial Wellness Program, including supervising two Financial Wellness Ambassadors. This responsibility includes coordinating financial wellness presentations and events in collaboration with stakeholders.
Event Coordinator:This position will be responsible for coordinating events for the financial aid office and collaborate with departments across the institution

Work schedule may include evenings and weekends as necessary to support enrollment management initiatives, recruitment events, student services, and other departmental operational needs.

Job Description
Established in 1887 as a school for the education of American Indians, The University of North Carolina at Pembroke serves a distinctly diverse student body and encourages inclusion and appreciation of the values of all people. Located in the heart of Pembroke, N.C., UNCP boasts an enrollment of 8,200 in 41 undergraduate and 18 graduate programs and offers a personalized learning environment where faculty and staff are dedicated to engaged scholarship, high academic standards, creative activity and public service. Spread over 281 acres, the campus offers a sense of community and belonging­–a place where faculty and staff feel supported, take pride in the university’s mission, and are devoted to excellence in teaching, learning and research, and to developing leaders who make a difference in their communities.

Management Responsibilities (50%): ensure that excellent customer service is provided to students, families, faculty, staff, alumni, and other key stakeholders.
- Oversee the overall operations of the Financial Aid Service Center.
- Review walk-in and phone que reports to make sure we are servicing customers effectively.
- Provide leadership to staff in the Financial Aid Service Center as part of the financial aid management team.
- Produces reports as needed to provide to the Director of Financial Aid and/or upper leadership.
- Serve as part of the FA Leadership Team and attend weekly meetings.
- Other duties as assigned.

Financial Aid Advising (25%): Serve as the primary contact for students and parents with financial aid related questions.
- Advise students and families regarding financial aid programs, provide good counsel, make good professional judgements, and provide quality service.
- Must maintain knowledge and understanding of state and federal regulations regarding financial aid and student financing and interpret those regulations effectively.
- Handle walk in traffic for financial aid using the EAB system.
- Handle phone calls that come into the Financial Aid phone que.
- Research complex problems and discrepancies in students’ financial aid and/or payment records, connecting students with appropriate departments as needed.
- Answer questions, give advice, and coordinate with other departments and outlying locations regarding financial aid awards, activities, transactions and related policies and procedures.
- Assist in department outreach goals as needed including but not limited to presentations, evenings, and weekend work.
- Other duties as assigned.

Program Responsibility (25%)

- Satisfactory Academic Progress (SAP): Lead the SAP Team in reviewing and making decisions on appeals from students seeking to regain financial aid eligibility.

- Financial Wellness Program: Manage the Financial Wellness Program, including supervising two Financial Wellness Ambassadors. This responsibility includes coordinating financial wellness presentations and events in collaboration with stakeholders.

- Event Coordinator: will be responsible for coordinating events for the financial aid office and collaborate with departments across the institution.
Management Preference
Some management experience (Preferred)
Some working knowledge of Financial Aid and related systems (Preferred)