Student Financial Support (SFS) is seeking a Senior Assistant Director, Financial Aid Quality Assurance who will be a member of the management team comprised of the Director, Associate Directors, and Assistant Directors and will work as a part of the collaborative group responsible for development and implementation of policies and procedures to meet University wide goals. Reporting to the Director for Financial Aid & Scholarships, the Senior Assistant Director will assist with multiple functions within the office which includes ensuring the delivery of excellent customer service and accurate information to all students and families contacting SFS. The Senior Assistant Director will serve as the primary liaison to the contact call center (CMD) and the Student Enrollment and Account Management (SEAM) teams who handle first-line phone calls, emails via the case management system (SCM), and live chat on behalf of SFS.

Specific Duties & Responsibilities

Perform quality assurance monitoring for SFS emails, inbound/outbound calls and case management responses to assess front line staff accuracy, customer services performance and provide feedback/recommendations to team leaders. Develop training materials and provide workshops to ensure CMD, SEAM, and student workers are well-versed in Student Financial Supports Policy and Procedures. Responsible for the hiring, training, supervision, and scheduling of SFS student workers. Review and update financial aid knowledge base material Student Financial Support platforms (such as Teams, Confluence, chatbot, etc.). Schedule and coordinate financial aid adviser on-call, Zoom, and in-person schedules and keep all parties informed of weekly schedule. Attend assigned weekly meetings and liaised with CMD/SEAM (call center and shared services) on topics that impact SFS daily operations. In collaboration with the Associate Director for Financial Aid Communications, update financial aid forms, publications, and website content. Support the Director for Financial Aid & Scholarships with the annual review/revisions of policies and procedures to ensure compliance with institutional, federal, and state guidelines and regulations. Responsible for managing special projects as assigned by the Director for Financial Aid & Scholarships, to include developing detailed project plans, timelines, milestones and deliverables. Assist with answering cases/emails and live chat, conducting phone/Zoom calls, in-person student events and processing financial aid documents as needed.

Special Knowledge, Skills & Abilities The candidate who best fits this position will have exceptional written and oral communication skills, strong, student-based counseling proficiency, good eye for detail, robust organizational skills, a comprehensive understanding of Federal Title IV regulations and Federal Title IV financial aid processing systems (COD, NSLDS, etc.), strong work ethic and a working knowledge of Microsoft Office Suite of products. Experience with CSS PROFILE, IDOC, PowerFAIDS, and OnBase preferred.

Minimum Qualifications Bachelor's Degree.

One-year related experience.

Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications A Master's Degree and three years of relevant financial aid/Title IV experience is preferred. Experience in a highly selective college or university setting that practices some form of institutional methodology is preferred.

Classified Title: HSA Financial Aid Administrator Job Posting Title (Working Title): Senior Assistant Director, Financial Aid Quality Assurance Role/Level/Range: ACRP/03/MD Starting Salary Range: Min $55,200 - Max $96,600 Annually ($70,000 targeted; Commensurate with experience) Employee group: Full Time Schedule: Mon - Fri / 8:30 - 5:00 Exempt Status: Exempt Location: Hybrid/Homewood Campus Department name: Student Financial Services Personnel area: University Student Services

Total Rewards The referenced salary range is based on Johns Hopkins Universitys good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/

Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: 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.

**Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidates conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion .

Accommodation Information 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 Talent Acquisition Office at jhurecruitment@jhu.edu . For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit accessibility.jhu.edu .

Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. The COVID-19 vaccine does not apply to positions located in the State of Florida. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/ .

The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly. 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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