Assistant Director, Financial Aid Outreach

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 Outreach & Retention, this position will serve as one of four 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 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, and 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.

This position offers a hybrid work model, candidates must have the ability to participate in meetings, receive and make phone calls, attend periodic in-person meetings, and attend in-person training and conferences, as needed.

Specific Duties & Responsibilities

• Develop materials and deliver financial aid information sessions to current and prospective students.
• Serve as a 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.
• Assist with 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 aid eligibility.
• Maintain current knowledge of federal Title IV regulations, state rules, and institutional policies about financial aid.
• Serve as backup to the front-line staff 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 programs.
• Help facilitate discussions and activities of the student financial aid advisory board.
• Other job-related duties as assigned.

Knowledge, Skills & Abilities

• Strong communication skills, both written and verbal.
• Customer service 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.
• Functional experience with PowerFAIDS.
• Ability to use OnBase or other document imaging and Workflow system.
• Ability to use Salesforce or other CRM applications.
• Knowledge of Institutional Methodology (IM).

Minimum Qualifications

• Bachelor's Degree.
• One year of relevant financial aid / Title IV experience is required.
• Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

Master's Degree preferred.

Classified Title : USS Financial Aid Administrator

Job Posting Title (Working Title) : Assistant Director, Financial Aid Outreach

Role / Level / Range : ACRP / 03 / MD

Starting Salary Range : $55,200 - $96,600 Annually ($60,000 targeted; Commensurate with experience)

Employee group : Full Time

Schedule : Mon - Fri / 8 : 30am - 5 : 00pm

Exempt Status : Exempt

Location : Hybrid / Homewood Campus

Department name : Student Financial Services

Personnel area : University Student Services