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Financial Aid Coordinator of Service Delivery

Employer
Anne Arundel Community College
Location
Arnold, MD

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Administrative Jobs
Institutional & Business Affairs, Financial Aid
Employment Type
Full Time
Institution Type
Community College

Job Details

Title:Financial Aid Coordinator of Service Delivery Position ID Number:1998 Posted Date:12/03/2021 Closing Date:12/31/2021 Job Category:Staff Department:Financial Aid - HFIN Position Status:Full-Time Staff Salary Range:$59,804 - $74,755 Position Summary:

Who we are

If you want to join a values-driven organization that transforms the lives of students, Anne Arundel Community College is the place for you. We provide opportunity for faculty and staff to meet the needs of a diverse student body. Every move we make is done with the intention of helping our students achieve academic excellence and remain engaged with their educational goals. Innovation and creativity are at the center of what we do at AACC. We’re looking for forward-thinking individuals who are ready to thrive and grow with us to join our team.

We have a great opportunity for you

We want someone who understands and supports equity and fairness in the workplace, and the positive impact those standards can have on an organization.

More specifically, the Financial Aid Coordinator of Service Delivery is responsible for providing oversight and management of both in-person and remote financial aid transactions to ensure prompt, accurate and systematic assistance to students and the college community in all aspects of the financial aid process, including community outreach. The Coordinator is responsible for managing comprehensive services for the Arnold, Glen Burnie Town Center, and Arundel Mills financial aid offices, utilizing remote services including virtual financial aid counseling, telecommunications, and the CISCO phone system. The Coordinator will directly supervise the financial aid customer service team, manage office scheduling, and cover operations as needed to ensure efficient and timely service. In addition, direct responsibilities also include development of financial aid outreach strategy, coordinating and presenting at outreach events, and primary liaison with AACPS high schools. The Coordinator will be the primary contact for student escalations, identify and trouble-shoot financial aid discrepancies, provide effective resolution to nonstandard financial aid issues, be responsible for collaborating with other departments, manage document collection, deliver services to special populations, develop procedures reflecting current regulations, and assist the financial aid team with document processing.

Throughout the COVID-19 pandemic, Anne Arundel Community College has acted - and continues to act - with the safety of our students, faculty and staff as the highest priority. All employees must attest to their vaccination status. Those who are not fully vaccinated may be required to submit proof of a current negative COVID test result weekly prior to reporting to work on campus. New employees must complete the Employee Vaccination Certification within three (3) business days of their start date. Prospective or new employees may seek an accommodation for religious or medical reasons to both vaccination and testing. More details to follow on the accommodation process. Email questions to humanresources@aacc.edu.

Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its faculty, administrators, and staff members. The college seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness, and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation.

Job Duties and Responsibilities:

What you will do in this role

Continuous management of the front counter operations and phone coverage for all office locations with the ability to work a flexible schedule, including evening and weekend hours, to accommodate the needs of the office. Cover counter/phones, as needed, for staff leave and other absences. Schedule coverage for the front counter to include Saturday hours. Develop and coordinate staffing schedules for the Arnold, Glen Burnie Town Center, and Arundel Mills locations.

Daily supervision of customer service staff. Coordinate training of office staff concerning student services policies and procedures and other assigned areas, as needed. Train office staff assigned to front counter operations.

Direct responsibilities include development of financial aid outreach strategy, coordinating and presenting at outreach events, and primary liaison with county high schools. Develop financial aid presentation material and social media messaging. Coordinate with other department to meet the needs of the college. Outreach includes virtual and in-person FAFSA completion nights, financial aid presentations, college fairs and other community events.

Create and coordinate virtual financial aid counseling sessions. Monitor and assist on phones, prepare CISCO output reports, create office weekly reports, monitor emails and office transactions to ensure timely responses of all financial aid requests.

Document collection management including Ellucian Colleague document upload tool, document imaging with Image Now and Image Now workflows. Monitor compliance with federal and state regulations to ensure documents are completed correctly and securely collected. Training staff on document collection.

The Coordinator will be the primary contact for student escalations. Identify and trouble-shoot financial aid discrepancies and provide effective resolution to nonstandard financial aid issues. Provide regular feedback on existing procedures to maximize efficiencies for the financial aid office and our students.

Other duties as assigned.

Required Qualifications:

What you will bring to this position

Bachelor's degree or higher

Minimum two years of related experience to include:
Two years of supervisory experience or demonstrated team leadership;
Two years of progressively responsible experience in financial aid management.

Minimum four years of experience providing excellent customer service.

Ability to work effectively in a high volume, fast-paced environment with minimal supervision and with utmost attention to accuracy, details, and deadlines. Ability to maintain the confidentiality of student records and working knowledge and ability to interpret the Family Educational Rights and Privacy Act regulations.

Experience providing presentations to audiences of new students, parents, and faculty/staff.
Ability to work a flexible schedule to accommodate fluctuating staffing levels and needs of the department.
Excellent oral, written, and interpersonal communication skills required.

Ability to deal tactfully and effectively with students, faculty, staff, and the public.
Proven commitment to providing excellent customer service.
Strong critical thinking and problem solving skills.

Strong computer skills including advanced knowledge of word processing, spreadsheets, and data entry in large relational databases.

Preferred Qualifications:

And maybe a little of this too (our preference, but not required)

Experience with Ellucian Colleague student database system.

Experience with Image Now imaging and workflows.

Experience working in a community college setting.

We love our benefits, and you will too!

AACC offers robust benefits such as generous paid leave (annual, sick, holiday, bereavement, spring and winter breaks), affordable health care plans, free dental and vision plans for full-time employees, Maryland State Pension System and/or other optional retirement plans that include employer contributions, disability leave, free AACC tuition for employees and eligible dependents, and tuition reimbursement for employees taking job-related courses at other institutions. AACC also encourages a healthy work/life balance and offers a variety of wellness programs and free use of the gym. Staff and faculty enjoy free parking as well.

Hours Per Week:40 Required Documents:Cover Letter, Resume/Curriculum Vitae

Organization

With learning as its central mission, Anne Arundel Community College has responded to the needs of a diverse community for more than 50 years by offering high quality, affordable and accessible learning opportunities.

The college’s nationally recognized and award-winning programs have helped its more than 50,000 students annually achieve their academic, professional and personal goals in more than 200 areas of study.

AACC is a fully accredited, public, two-year institution offering credit programs leading to an associate degree, certificate or a letter of recognition. Students may prepare to transfer to a four-year institution or prepare for an immediate career.

AACC also offers extensive lifelong learning opportunities and noncredit, continuing education to those seeking career training or retraining, working to boost basic skills or pursuing new areas of interest.

In addition to its main campus in Arnold, Md., the college has degree centers at Arundel Mills, in Glen Burnie and at centers and schools around the county  

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