University of San Francisco · 1 month ago
Associate Director of Financial Aid Operations
USF Hilltop Campus
Full-time
Onsite
Lead/Staff, Director/Executive
$76K/yr - $90K/yr
5+ years expThe University of San Francisco is committed to removing financial barriers to higher education through exceptional student experience and advanced technical analysis. The Associate Director of Financial Aid Operations plays a critical role in providing direction and coordination over key areas in the Financial Aid Office, ensuring accurate processing of financial aid funds and delivering integrated customer service to a diverse client base.
EducationHigher EducationUniversities
Responsibilities
Serve as a key member of the Office Leadership Team. Actively contribute to office and staff growth and development, and act as lead for aspects of department operations, processing, and customer service in the absence of the director. Represent the Financial Aid Office at state, regional, and national conferences and training events
Work together with the Student Accounts team to ensure Financial Aid participation in student support initiatives and to assist with retention efforts
Provide leadership and direction to the financial aid processing team; set short- and long-term goals for the team and motivate staff to achieve them
Maintains knowledge of federal and state regulations, and university policies related to financial aid programs to ensure the proper processing and documentation of awards
Oversee the year-end reconciliation of the Cal Grant Program
Ensure timely processing of verification cases working with staff to ensure knowledge, accuracy and efficiency; coordinating caseloads amongst staff
Research applicable U.S. Department of Education directive and/or Internal Revenue Service publications for the proper handling and resolution of student files
Communicates accurate processing timelines for loan processing of federal, PLUS and private loans to the front-end team to ensure accurate turnaround times are reported to students and families. Processing that falls below the processing goal would be reported to the Director
Monitors tableau dashboards to determine financial aid outreach (email and phone campaigns) needed to ensure timely submission of student documentation
Monitors customer reviews for financial aid and ensures that bad reviews are addressed at the student and employee level (when appropriate). Escalations will be sent to the Director of Financial Aid as needed
Provide excellent customer service through the use of the queuing system and correspondence through e-mail, phone calls, and face-to-face interactions with students, parents, faculty, staff, and other university stakeholders
Works in collaboration with SEM’s Veteran Enrollment Services team; serves as primary contact for VA students and campus constituents
Provide seamless transfers for students needing assistance in other areas within the Strategic Enrollment Management or elsewhere within the University
Assist with the development and implementation of financial aid counseling strategies to increase enrollment, retention, and graduation rates across the institution
Work with SEM communications team to plan update Admissions pages related to financial aid, and make new aid year updates to the financial aid website (i.e. SSB9 guides, webinar recordings, disbursement schedule, COA updates, Direct Loan interest and loan fees, updates year specific FA forms, ect)
Represent the Office of Financial Aid at divisional and college-wide meetings and committees as requested
Regularly updates and maintains the financial aid operational calendar with important processing deadlines to align with targeted communication dates for the Office of Financial Aid
Serve as the liaison to other departments including Admissions, Graduate Enrollment Services and SEM Communications
Provide a team approach to staff training and execution of financial aid awarding, reconciliation, and delivery to students
Models inclusive excellence through specific actions that support the University's diversity goals in recruitment, hiring and retention of talented and diverse staff
Maintains the Staff Schedule, FA Daily Stats, and FA Outreach Events
Responsible for processing a caseload which includes federal verification, appeal processing (Special Circumstances, Satisfactory Academic Progress, and Professional Judgement)
Counsels prospective and enrolled students on all aspects of financial aid, to include financial management and budgeting practices, as appropriate
Assist the Director with other projects as needed
Other duties as assigned
Qualification
Required
Bachelor's degree from a college or University accredited by a US Department of Education or internationally recognized accrediting organization
Five or more years of experience in financial aid administration in a comprehensive university or college environment with a demonstrated progression of managerial responsibility
Thorough knowledge of federal and state regulations pertaining to financial aid
Demonstrated in-depth knowledge of federal, state and institutional financial aid programs, to ensure compliance with policies, legislations and regulations
Ability to work with a diverse student/staff population engage in conflict resolution, coordination of interdepartmental projects, deal with outside agencies and auditors
Knowledge of operational processes and procedures, work and task flow for area to support the processing team when needed
Knowledge of federal, state and institutional financial aid
Possess a comprehensive knowledge of Banner integrated student information systems
Excellent communication skills; ability to effectively communicate information in a clear and understandable manner verbally and in writing
Ability to work with a high level of productivity and accuracy/attention to detail
Excellent organizational and time management skills
Ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere in and outside the University with the ability to establish and maintain effective working relationships within a diverse population and with those from various cultural backgrounds
Ability to adapt to and work effectively in a heavily bureaucratic environment which requires regular interaction with a number of levels within the organization
Working knowledge, or ability to quickly learn, university infrastructure, policies, and procedures
Preferred
Advanced degree
Working knowledge of Banner
Working knowledge of Nextgen Scholarship Manager
Experience working in a unionized environment
Company
University of San Francisco
University of San Francisco is a private Jesuit university that offers higher education programs and courses.
1001-5000 employees
H1B Sponsorship
University of San Francisco has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (8)
2024 (4)
2023 (11)
2022 (9)
2021 (4)
2020 (10)
Funding
Current Stage
Late StageLeadership Team
Eileen Chia Ching Fung
Provost and Vice President of Academic Affairs
Recent News
24-7 Press Release Newswire
2025-10-09
2025-10-05
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