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Job Req ID:  53180

Assistant Director, Financial Aid Operations


General Summary/Purpose:


The Assistant Directors, Financial Aid Operations supports the Director of University Financial Aid Operations in all aspects of the application, awarding, delivery, and reconciliation of federal, state, private and institutional financial aid. They will process federal, state, and private financial aid applications (including but not limited to Verification, Loan Processing, Reconciliation, and Return to Title IV Refunds) in accordance with the policies, procedures and standards established by the Director of University Financial Aid Operations in JHU’s financial aid shared service center. They may also be called upon to provide seasonal support to other Enrollment Service areas including Registration and Student Accounts. The successful candidates will have a strong foundation in Financial Aid, a commitment to providing the highest levels of customer service to students, faculty and staff, and knowledge of the college application, financial aid, billing, and registration process.  


This position offers the option to work remotely, but candidates must have the ability to participate in meetings, receive and make phone calls, attend periodic in person meetings, help staff on-site events like orientation/open house, and attend in person training and conferences, as needed. 


Note: This position has multiple (5) openings


Specific Duties and Responsibilities:


1. Financial Aid

  • Respond to requests for financial aid information from students, parents, faculty, and staff. Create cases, route calls and emails accordingly.
  • Counsel students on federal, state, and institutional financial aid programs, regulations, and procedures for applying. Direct students to the appropriate office for additional details, as necessary.  
  • Process financial aid application materials, loan applications, and verification forms.
  • Review financial aid data for accuracy.
  • Collect documentation necessary to resolve conflicting information.
  • Evaluate student applications for federal, state, and institutional financial aid.
  • Monitor Satisfactory Academic Progress (SAP) standards.
  • Exercise independent judgment in resolution of administrative problems that include interpreting and communicating operating policies and procedures.
  • Work closely with faculty and advisors to assist students with complex cross-departmental issues.
  • Review and resolve error and exception reports related to the administration of financial aid.
  • Stay abreast of Title IV regulations, along with state and institutional policies and procedures.
  • Serve as front-line student support at the university’s various one-stop shop locations as needed.
  • Assist with student and other customer service contacts during peak periods and /or absence of other assigned staff.
  • Other duties as assigned.


2. Student Accounts

  • Respond to general student inquiries about billing statements and processes.
  • Provide information about available payment options to students and parents.
  • Collaborate with Student Accounts and other relevant offices to identify, investigate and resolve any billing or payment discrepancies.


3. Student Records and Registration

  • Respond to general student inquiries about records and registration.
  • Direct students to appropriate forms and resources related to records and registration.
  • Complete add/drop/withdrawal requests when necessary.
  • Collaborate with Records and Registration to troubleshoot student issues with course registration, change of information, or other records-related matters.


4. Student Life

  • Provide general information about student health insurance and the health insurance waiver process.
  • Help students gain access to emergency resources.


Minimum Qualifications (Required):


  • Bachelor’s degree from a regionally accredited college or university.
  • One year of related experience in student affairs, admissions, financial aid, and/or an academic setting.
  • Experience processing Federal, State, Institutional, and/or Private financial aid.
  • Experience with FERPA and other federal and state laws/policies regarding student records confidentiality and ability to interpret and apply.
  • Knowledge and understanding of the Title IV student financial aid rules and regulations.
  • Working knowledge of Homeland Security, Citizenship, Selective Service, Social Security Administration, and NSLDS statuses as they relate to awarding federal financial aid.
  • Technical ability to maintain electronic student records and use federal, state, and university computer software and data interfaces.


JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.


Preferred qualifications:


Experience with PowerFAIDS, OnBase and Slate; knowledge of Institutional Methodology (IM)


Special knowledge, skills, and abilities: 


  • Outstanding customer service and communication (both oral and written) skills.
  • Accuracy and attention to detail in all aspects of the position.
  • Exceptional initiative, judgment, confidentiality, and discretion.
  • Strong planning and organizational skills, and ability to manage competing priorities and work independently.
  • Ability to work collaboratively and effectively with all offices on and off campus, and with external contacts.
  • Proficiency in basic data management systems and basic computer applications.
  • Knowledge of Maryland State Student Assistance scholarships and programs.
  • Experience with student financial aid data management systems and federal software
  • (FAA Access, ED connect, COD, NSLDS etc.), and knowledge of financial aid reporting requirements.
  • Willingness and ability to learn additional applications as needed.
  • Flexibility in dealing with a very diverse culture, and commitment to diversity and to serving the needs of a diverse population.


Note: This position is not eligible for visa sponsorship.




Classified Title: Financial Aid Operations Administrator 
Working Title: Assistant Director, Financial Aid Operations 
Role/Level/Range: ACRP/03/MD 
Starting Salary Range: Commensurate with Experience
Employee group: Full Time 
Schedule: M - F / 8:30am - 5:00pm 
Exempt Status: Exempt  
Location: 01-MD:Homewood Campus 
Department name: 60010802-Shared Services Organization (SSO) 
Personnel area: University Student Services


The successful candidate(s) for this position will be subject to a pre-employment background check.


If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.


The following additional provisions may apply depending on which campus you will work.  Your recruiter will advise accordingly.


During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.


The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.


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