Financial Aid Services Manager

Position Title: Financial Aid Services Manager
Department: Financial Aid (FIA)
Division: Enrollment Services (ENS)
Employee Status: Full-time
Type: Professional Staff Association (PSA)
Grade: M
Salary: ($60,000 - $62,500 annually)
FLSA: Exempt
ICCB Classification: Tech/ Professional
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Reporting Relationships
Reports to: Executive Director of Financial Aid
Supervision Exercised: Direct supervision of Financial Aid Advisors and student employees; functional supervision over assigned staff.

Job Summary
The Financial Aid Services Manager provides leadership and oversight for a team of Financial Aid Advisors to ensure accurate, timely, and student-centered delivery of financial aid services. This position manages the day-to-day operations of advising, file review, verification, and appeal processes, including Satisfactory Academic Progress (SAP). The Services Manager is also responsible for Return of Title IV (R2T4) processing, maintaining compliance with federal and state regulations, and implementing regulatory changes from the U.S. Department of Education. In partnership with the Executive Director, the Services Manager develops training, ensures quality assurance, and fosters a culture of service excellence in support of student success.

Essential Duties and Responsibilities

• Lead, supervise, train, and evaluate Financial Aid Advisors to ensure the consistent delivery of high-quality student services.

· Oversee verification, SAP appeal, and professional judgment documentation intake and review in compliance with federal, state, and institutional policies.
· Direct workflow through the imaging system.
· Ensure the accurate and timely calculation and processing of Return of Title IV (R2T4) funds.
· Participate in professional development, including NASFAA webinars.
· Stay current on federal and state financial aid regulations; interpret and implement new guidance, ensuring compliance across office operations.
· Develop and deliver staff training on regulations, compliance requirements, and student service practices.
· Collaborate with the Executive Director to maintain policies, procedures, and communication materials that ensure clarity, compliance, and accessibility for students and families.
· Provide guidance to staff and students on complex cases requiring interpretation of regulations.
· Partner with other campus departments and external agencies to support compliance, reconciliation, and the efficient delivery of aid.
· Collaborate with the Payment Center to ensure timely awarding, billing, and disbursement of aid.
· Work closely with the FA Compliance Coordinator with the timely disbursement of aid.
· Manage late disbursements, aid rejection processes, verification number checks, and current-term disbursement adjustments
· Assist with internal and external audits, ensuring documentation, reporting, and corrective action plans are accurate and complete.
· Maintain confidentiality of student records in compliance with FERPA.
· Foster a culture of cultural awareness and service excellence in all interactions with students.
· Supervise an advisor assigned to oversee student workers, providing indirect leadership and guidance for student employees.
· Manage staff schedules, workload assignments, and office calendars to ensure adequate coverage.
· Monitor and respond to student communication channels, including Systematic Alien Verification for Entitlements (SAVE) and CRM messages, ensuring timely and accurate follow-up.
· Oversee athletic scholarship eligibility, awarding, and compliance.
· Support the processing and advising needs of special populations, ensuring equitable access to aid.
· Review and manage operational procedures such as over awards, credit eligibility, multiple reporting records, Pell overpayments and lifetime eligibility units
· Coordinate CRM functions for financial aid communications, case tracking, and student outreach.
· Assist in graduation processing by ensuring student financial aid files are finalized in collaboration with Records and IT staff.
· Other duties as assigned.

Qualifications
To perform this job successfully, an individual must be self-motivated and able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications
Bachelor’s degree required. At least three (3) years of progressive experience working with complex regulatory requirements in higher education, government, or related fields. Experience leading a service-oriented team with a focus on student or client support. Proficiency with student information systems and Microsoft Office applications (Word, Excel, Outlook).

Preferred Qualifications
Master’s degree in higher education, business administration, or a related field. Experience in financial aid administration or related student services. Familiarity with Colleague, as well as imaging/document management systems. Experience developing and delivering staff training.

Required Attributes
Strong organizational, analytical, and problem-solving skills with attention to detail. Ability to manage multiple priorities in a fast-paced environment. Excellent interpersonal and communication skills with the ability to work effectively with students, families, faculty, and staff.

Work Environment
While performing the duties of this job, the employee regularly works in an office setting with frequent interaction with students, families, faculty, and staff.

Physical Demands
Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is frequently required to stand, talk, and hear. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.