Associate Director, Student Financial Services

Job Number: JR008492

Join our community and experience Emerson College!

The Associate Director of Student Financial Services (SFS) is responsible for the strategic and operational leadership of the SFS front desk and call center. Reporting to the Assistant Vice President for SFS, the Associate Director develops and implements a comprehensive service model that ensures students and families receive timely, accurate, and compassionate support related to financial aid, billing, and student account processes.

The Associate Director directs all aspects of front-line operations, including service delivery standards, staffing plans, workflow design, and quality assurance. The Associate Director also serves as a senior triage specialist for complex student situations, coordinates resolutions with campus partners, and leads continuous service-improvement efforts grounded in data, student feedback, and institutional priorities.

ESSENTIAL JOB DUTIES

• Design, implement, and evaluate front-line service processes and standards.

• Recruit, train, supervise, and evaluate a team, including full-time staff member(s) and a team of graduate student employees.

  
  

• Lead the resolution of complex, high-impact student cases by conducting comprehensive assessments, coordinating multi-department collaboration, and implementing long-term process improvements that strengthen service effectiveness and reduce future escalations.

• Design and deliver to Enrollment leadership and campus partners integrated service delivery models, advance policy alignment initiatives, and support governance structures that promote institutional consistency and enhance the overall student experience.

  
  

• Lead the development of and ongoing management of analytics frameworks and performance measurement tools that integrate student feedback, operational data, and industry benchmarks to identify opportunities, inform strategic decision-making, and drive continuous improvement across SFS.

• Lead and influence cross-institutional committees and strategic task forces by providing data-informed recommendations, shaping retention and student success initiatives, and advancing measurable improvements in institutional effectiveness and key performance outcomes.

  
  

• Design and implement comprehensive knowledge management systems, including developing internal service resources such as scripts, FAQs, and training guides to strengthen organizational learning, ensure consistency in service delivery, and support staff effectiveness across the department.

• Represent SFS on institutional committees that support student success, retention, and coordinated service delivery.

  
  

• Lead the identification and advancement of opportunities for retention and service excellence initiatives through identifying service barriers and proposing actionable solutions.

• Develop and manage a comprehensive operations and appointments calendar, ensuring tasks are scheduled, communicated, and completed on time.

  
  

• Ensure SFS web content, online forms, and communication resources are accurate, clear, and student-friendly.

• Lead the development and execution of proactive outreach campaigns to communicate deadlines, requirements, and important financial processes.

  
  

• Analyze operational data to develop and inform communication strategies and service enhancements.

• Collaborate in the development, documentation, and continuous improvement of internal policies and procedures to improve operational consistency and effectiveness and to ensure compliance.

  
  

• Lead departmental projects as assigned by the Assistant Vice President, including planning, delegation, progress tracking, and timely delivery.

• Other duties as assigned.

  
  

QUALIFICATIONS – Qualifications are deemed required or preferred and represent what is needed to effectively perform job.

• Bachelor’s degree required. Master’s degree in higher education, student affairs, or related field preferred.

  
  
  

• Minimum of 5-7 years of experience in higher education, human resources, finance, accounting, and strong customer service setting required; 3-5 years of progressive experience in a financial aid department is preferred.

• Knowledge of federal and institutional financial aid regulations and processes required.

  
  

• Experience with customer service operations in a high-volume environment required.

• Experience working with a student information system and/or CRM required.

  
  

• 1-3 years Banner and Workday experience (or similar systems) preferred.

• Fluency in a second language preferred.

  
  

KNOWLEDGE, SKILLS, AND ABILITIES – May be representative, but not all-inclusive, of those knowledge, skills, and abilities commonly associated with the job.

• Strong supervisory, scheduling, and organizational skills

  
  

• Ability to lead service enhancement initiative across multiple offices

• Skill in analyzing complex processes and developing operational solutions

  
  

• Ability to influence stakeholders and build consensus

• Excellent interpersonal and conflict resolution skills

  
  

• Demonstrated ability to support diverse student populations with empathy and professionalism

• Broad understanding of SFS general services, procedures, and policies

  
  

• Ability to handle difficult phone calls and student meetings by communicating information clearly and compassionately.

• Exceptional accuracy and attention to detail required

  
  

• Proficiency in using Google Suite applications and Microsoft suite software and the ability to learn new software easily

• Up-to-date knowledge of college and federal rules governing financial aid policies, procedures, and prerequisites

  
  

• Understanding of the financial aid review cycles as they relate to applicants, current students, students returning, and students leaving or graduating

• Self-starter with excellent interpersonal communication and problem-solving skills

  
  

• Strong customer service skills and the ability to engage with students and parents in a patient and positive manner

• Good organizational skills with the ability to maintain multiple projects simultaneously and prioritize tasks

  
  

• Ability to handle stressful situations in a courteous and professional manner

• Ability to engage well with a diverse population

  
  

PHYSICAL ABILITIES – Activities commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• This position is generally sedentary; movement throughout the area is required from time to time.

  
  

• Continuous oral and written communication with students, families, co-workers, and supervisors is essential.

• Repetitive movements, occasional lifting of up to 10 pounds, reaching, lifting, stooping, and the ability to read a computer screen, detect color-coding, and read fine print will be expected.

  
  

WORK ENVIRONMENT – Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

• General office conditions

  
  

• Exposed to moderate noise levels

Compensation: $74,500.00 – $91,350.00 annually, commensurate with experience. Grade of Position: 23-09E Scheduled Weekly Hours: 36.25 Division:

In addition to a competitive salary, Emerson College is committed to the health and well-being of our employees and family members. We offer a generous benefits package to regular staff scheduled to work 20+ hours per week.

Benefits include outstanding health plans with limited out-of-pocket expenses, dental plans, generous time-off programs, and a 403(b) retirement benefit with a 9% employer contribution once eligible. Additional benefits such as life and disability coverage as well as commuter offerings are available.

Please refer to our benefits website for a full list of benefits and eligibility requirements.