Brief Summary of Work for this Position

The Assistant Director works as a part of the Customer Service Team within UNCW’s Financial Aid Office. This position supervises front office staff, who are primarily responsible for answering phones, front desk, emails and document imaging. The Assistant Director also has a student caseload and will have other programmatic responsibilities. In addition, the Assistant Director is also responsible for the following duties: Administers all financial aid programs and ensures compliance with federal, state, and institutional rules, regulations, and requirements.

Advises, counsels, and educates students, prospective students, and their respective family members as it relates to their financial eligibility.

Reports to the Senior Assistant Director of Scholarships and Compliance. Minimum Education and Experience Requirements Bachelor’s Degree.

3 or more years as a financial aid counselor.

1 year of supervisory experience (including, but not limited to, hiring, onboarding, training, coaching, and evaluating). Preferred Education, Knowledge, Skills & Experience Master’s Degree.

Front/desk and/or phone system experience.

Experience with SAP & Budget Increases.

Experience with Banner, Image Now/Perceptive Content, Starfish, and Zoom/Teams.

Strong customer service and communication skills.

Strong time management and organizational skills.

Previous experience as a Senior Financial Aid Counselor level or higher. Required Certifications or Licensures N/A Primary Purpose of Organizational Unit This position is assigned to the Office of Scholarships and Financial Aid (OSFA) at the University of North Carolina Wilmington (UNCW). UNCW operates at a student capacity of about 19,000, and OSFA is expected to serve any of those students seeking financial aid assistance, any prospective students/families, as well as students who receive benefits that require coordination through the OSFA. The OSFA currently serves approximately 65% of the student body. This includes federal and financial assistance, Veterans’ educational benefits, all tuition waivers, all scholarships, all institutional aid, and all non-institutional aid. Typical office contact is 21,000 calls and 13,500 visits.

The major functions of the department include: Management of funds exceeding $122 million.

Receiving and/or processing aid applications from approximately 35,000 students each year (this includes all admitted students- some do not matriculate).

Monitoring records and procedures for compliance with applicable federal and state laws and regulations and NCAA athletics rules.

Providing federal, state, and donor reports and providing general financial aid advising and counseling to current and prospective students and their families.

Due to the national financial aid processing and delivery system, admission decision notification, and timing of orientation/billing, the heavier portions of the work are concentrated during March, April, June, July, and the first two weeks of each semester.