Senior Associate Director of Financial Aid

Department: Financial Aid EV
Salary/Grade: EXS/11

The target hiring range for this position will be $102,000 - $112,000 per year. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Job Summary:

Reporting to the University Director of Financial Aid, the Senior Associate Director of Financial Aid leads and develops the Client Services team and serves as the primary owner of undergraduate financial aid communications, overseeing front-line outreach as well as the broader assistant director group that supports prospective, incoming, and current students and their families. The position works directly with first-generation, low-income (FGLI), and international students and parents to ensure clear understanding of policies and procedures; represents the office with campus partners to maintain compliance and inform policy/program development; and assists the University Director in creating, implementing, and communicating aid policies and procedures across all financial aid offices and to the NUIT Student Enterprise System for implementation. In addition, the role develops financial aid packages for prospective and current students, and provides expert counseling to students, parents, faculty, and staff, and manages the emergency aid process to deliver timely, student-centered support.

Specific Responsibilities:

Client Services, Communication & Partnership Leadership

• Lead the undergraduate financial aid office's communication and counseling functions, ensuring clear, student-centered guidance across channels (frontline, escalations, group sessions).
• Supervise a seven-person Client Services team, including four direct reports; coach the Senior Assistant Director overseeing frontline inquiries and mentor Assistant Directors/frontline staff on complex or sensitive topics. Conduct performance reviews and serve as acting lead in the Director's absence.
• Provide expert advising to students and families on aid calculations and billing impacts; ensure all messaging is compliant, accessible, and empathetic for diverse populations while maintaining confidentiality.
• Oversee the Financial Wellness program and integrate financial education into outreach; track engagement and outcomes to improve content and delivery.
• Build strong, solutions-oriented partnerships with campus stakeholders (e.g., Student Enrichment Services, FGLI Initiatives, Dean of Students, Housing, deans/advisors, Admissions, Student Financial Services, and satellite aid offices) to align policies, streamline handoffs, and resolve issues promptly
• Communicate proactively with leadership and partners on trends, service risks, and process improvements; establish feedback loops and shared rubrics to promote consistent guidance and timely decisions.

Special Populations and Aid Liaison

• Acts as liaison to campus partners to maintain and enhance support for FGLI, underrepresented, homeless, international aid recipients, and other special populations.
• Regularly collaborates with senior leaders (e.g., Student Enrichment Services, FGLI Initiatives, Dean of Students, Housing, deans/academic advisors) to create policy solutions that remove barriers and improve outcomes.
• Leads and administers the undergraduate Emergency Aid program with compassion and urgency.
• Reviews online requests, applies sound judgment in daily decisions, and commits university resources appropriately.

Federal Compliance: Return of Title IV (R2T4) & Enrollment Changes

• Performs R2T4 recalculations for federal aid recipients who withdrew from the Evanston campus, ensuring accuracy and timeliness.
• Monitors "unofficial" withdrawals across all Northwestern careers and fulfills related federal mandates.
• Communicate adjustments and next steps to aid directors in satellite offices.
• Processes enrollment-based adjustments (e.g., less-than-full-time status at census).

Policy & Process Improvement

• Advises the University Aid Director on developing, documenting, and maintaining policies and procedures that support an efficient, timely aid application process.
• Identifies pain points and implements continuous improvements to enhance service quality and the overall student/family experience.
• Build a data-driven quality assurance and cycle-management program: define compliance and service KPIs, conduct periodic audits and root-cause analyses, oversee annual cycle reviews (calendar, communications, forms), and partner with systems/IT to implement process automation and internal controls.

Website Management:

• Manages content for the Financial Aid Office website (serving 170,000+ annual visits), Student Financial Services site, and the University Financial Wellness site.
• Leverages online forms and tools to streamline processes and deliver student-friendly services.
• Maintains accuracy, accessibility, and continuous updates across web properties to support self-service and reduce friction.

Miscellaneous

Performed other duties

Minimum Qualifications: (Education, experience, and any other certifications or clearances)

• A bachelor's degree in Business Administration, Accounting, Finance or the equivalent combination of education, training and experience from which comparable skills and abilities may be acquired;
• 3 to 5 years' experience in financial aid office, preferably at a private college or university;
• Excellent communication skills, both written and oral;
• Mathematical competence;
• Excellent attention to detail;
• Ability to meet deadlines;
• Ability to work as a member of a team.
• Some experience with explaining, processing, reviewing federal financial aid regulations.

Preferred Qualifications: (Education and experience)

• 5 - 10 years financial aid experience.
• Ability to explain financial aid regulations to parents and students;
• Experience in web design communication;
• Ability to work with federal and institutional methodology;
• Experience in packaging financial aid.
• Detailed experience with working with federal aid programs and regulations.

Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities, and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development:
Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.

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