Assistant Director of Financial Aid

Palo Alto University (PAU), a private, non-profit university, founded in 1975 and located in the heart of Northern California’s Silicon Valley, is a community grounded in values of social justice, dedicated to addressing pressing and emerging issues in the fields of psychology and counseling that meet the needs of today’s diverse society. The students at PAU reflect the diversity of the region, are engaged in their education, and committed to improving the lives of others. The University sees diversity in its staff and faculty as very important to serving its diverse student body (or synonymous with inclusive excellence). PAU has recently been designated a Hispanic-Serving Institution (HSI) and an Asian American Native American Pacific Islander-Serving Institution (AANAPISI). PAU offers undergraduate and graduate programs with online, hybrid and residential options, and has an engaged faculty who make significant contributions to their fields and prepare future leaders who make a difference in the lives of individuals and communities. When you put all of this together, PAU creates a legacy of confident, competent, and compassionate professionals who are at the forefront of psychology and counseling and who move ahead in life by moving lives ahead. Palo Alto University (PAU) is dedicated to promoting mental health and well-being in our diverse community of students. We are committed to providing resources and support that empower students to achieve their educational and personal goals.

Job Title: Assistant Director of Financial Aid

Department: Department of Student Success, Office of Financial Aid

Reports to: Director of Financial Aid

Location: Palo Alto, CA or Remote

Date: To start immediately

Employment Status: Exempt, full-time

Compensation: $90,000 - $125,000/year, plus medical, dental, vision benefits, 403(b) retirement plan, flexible spending account, and paid time off. Stipend for SF Bay Area residency.

The Office of Financial Aid is integral to PAU’s mission to support diverse students and their families with specialized knowledge and counseling, guidance and insights regarding financial aid application processes and award offers, financing options, and overall student financial and advising/support services. Under the direction of the Director of Financial Aid, the Assistant Director determines eligibility, awards aid, reviews appeals, and exercises professional judgement. The Assistant Director develops, simplifies, and manages financial aid systems and processes (e.g., facilitating data exchanges, running reports, etc.) and recommends innovative policies and procedures to promote efficiency, improve student service and success, and ensure compliance. This role focuses on the operations and guidance sides of financial aid.

Financial Aid Operations and Guidance

• Assist in the development and implementation of financial aid policies and procedures
• Evaluate financial aid applications, determine eligibility, and award financial aid packages to students, adjust budget and package based on special circumstances, handle complex cases
• Run COD and PAU disbursement processes, including application of anticipated aid to student accounts
• Manage daily SAIG mailbox processing through EdConnect
• Identify students subject to Return of Title IV aid policy; calculate aid earned, make necessary adjustments, and notify students and accounts receivable of outcome
• Manage Financial Aid side of Federal Work Study. Build FWS earnings reports. Ensure that all student job descriptions meet ED standards and that PAU meets community service requirements. Promote FWS and campus employment. Ensure all departments post jobs on jobs board
• Ensure all information is uploaded to PowerFAIDS; perform regular processes to import data from Jenzabar into PowerFAIDS
• Run, review, and audit a wide variety of reports to identify changes or conflicting data in financial systems; make corrective adjustments to student data records when necessary; and communicate changes to students in a timely and professional manner
• Identify and resolve complex financial aid issues that may span multiple areas and award years
• Perform analyses of large complex data sets: reconcile student accounts to ensure student account matches federal accounts; work with Business Office to ensure internal alignment
• Assist Director of Financial Aid with audits (internal and external) and FISAP and IPEDS reports
• Constantly evaluate the workflows of the Financial Aid operations to help ensure effective and efficient operations of the department; develop processes that will support and improve current procedures for financial aid awarding
• Serve as key contact person for IT issues; work with IT to resolve issues
• Implement and leverage technology tools to streamline financial aid processes (e.g., develop and maintain Financial Aid-specific chatbots for internal and external audiences)
• Monitor and maintain up-to-date knowledge of University, Federal, and State financial aid policy; communicate, document, and process information to ensure all staff are fully trained to ensure compliance with Federal and State requirements
• Responsible for training all new staff on processes, policies, and procedures and for ensuring written policies and procedures are current and accurate
• Serve as key responder, along with Senior Financial Aid Advisor, to Zendesk tickets, emails, and phone calls within 24-48 hours; assign tickets to other team members as appropriate; work the twice-daily virtual Financial Aid Office Hours in coordination with other team members

Collaboration

• Collaborate with financial aid teammates to ensure outstanding customer service and clear communication across the team
• Work closely with other departments, such as Admissions, Bursar, and Student Success team members to coordinate efforts related to financial aid
• Collaborate with external agencies and organizations to enhance financial aid initiatives

Training and Professional Development

• Stay informed about industry best practices and attend professional development opportunities to enhance skills and knowledge in financial aid
• Read NASFAA newsletter daily; take advantage of webinar and other training opportunities offered by NASFAA, CASFAA, and WASFAA
• Other duties as assigned

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

• Bachelor's degree required; may substitute 5-7 years of progressive Financial Aid experience and leadership plus Associate’s degree; Master’s degree preferred
• Minimum experience: 5 years in Higher Education Financial Aid
• Excellent ability to consistently display accuracy and attention to detail
• Receptive to feedback, willing to learn and embrace continuous improvement
• Willingness to proactively pursue process improvements and professional development opportunities
• Excellent ability to communicate effectively one-to-one, in small groups and in public speaking contexts
• Excellent written and verbal communication skills; ability to write precise, well-organized emails and letters
• Expert in Microsoft Office Suite and financial aid/higher education management software programs; Jenzabar and PowerFAIDS preferred
• Expert knowledge of Federal and State Financial Aid policies and resources
• Excellent organizational and time management skills
• Excellent interpersonal skills and ability to collaborate with other individuals and teams
• Excellent presentation and public speaking skills
• Available to work evenings and weekends when needed; one day per week in-office required
• Must have excellent attendance and punctuality, collegial and diplomatic behavior at work, and work performance to the satisfaction of management and essential functions of the position
• Demonstrated compassion, patience, respect, and comfort toward human diversity with cross multi-generational cultural awareness and sensitivity
• Capacity to maintain discretion around sensitive and confidential information

Qualified candidates for the Assistant Director of Financial Aid should apply with a:

• Current resume
• Professional writing sample
• Cover letter describing qualifications for and interest in the position. PAU is committed to providing an educational environment that supports a diverse, equitable and inclusive population. In your cover letter, please include information on how your background and experience has prepared you to be in an environment that holds equity and inclusion core to its mission and values.

The University is an equal opportunity employer and is firmly committed to non-discrimination in its hiring and other employment practices and in the application of its personnel policies. In compliance with all applicable federal and state laws, except where a bona fide occupational qualification exists, employment decisions will be made irrespective of the staff member's race, color, religion, religious creed, ancestry, national origin, age (except for minors), sex, marital status, citizenship status, military service status, sexual orientation, medical condition (cancer- related or genetic condition), disability and/or any another status protected by law. When necessary, the University will reasonably accommodate individuals with disabilities, if the individual is otherwise qualified to safely perform all essential functions of the position and if it will be done without undue hardship to the University.