Description
Towson University (TU) has earned distinction as both a top-100 public university and one of the nation's great colleges to work for. Located north of Baltimore, TU currently enrolls over 19,000 students and is the second-largest university in the prestigious University System of Maryland. Towson University fosters a climate that is grounded in respect to cultivating the intellectual and personal growth of the entire university community.
The Financial Aide Coordinator manages the Financial Aid Office Processing Unit, which includes our document processing, Call Center, live chat service, and front counter, while ensuring accurate aid processing and excellent customer service. This role supervises all Processing Unit staff along with document intake and imaging processes. The coordinator will send all outgoing weekly and periodic mass emails to students and parents. Telework may be available for this position up to two days per week following the completion of 90 days of service in good standing.
Responsibilities and Duties
- Manages and oversees all aspects of financial aid processing, including document intake, review, data entry, and imaging, to ensure timely and accurate completion. Responsible for coordinating outgoing mass communications such as Robo calls and campus wide text messaging, processing aid-related documents, and assisting students and parents with inquiries. Provides daily leadership, guidance, and support to staff within the Processing Unit.
- Manage all Processing Unit customer service including phone calls, live chat, email replies, and the front counter. Ensure friendly and prompt service, accurate and complete guidance on all aid policies and processes, and appropriate referrals to financial aid advising and other department staff. Help unit staff troubleshoot student’s problems and assist callers who need to speak to a supervisor.
- Directly supervises Senior Financial Aid Processors, four Financial Aid Processors, one Call Center Representative, and 6–10 student employees. Oversees workload distribution, coordinates office coverage, and provides ongoing training and support as needed. Conducts regular audits of individual and unit performance to ensure accuracy, efficiency, and compliance with institutional and federal requirements.
- Develop and Manage unit procedures, train staff, and lead team meetings.
- Serve as the Aid Processor for a small portion of our student population.
- Manages the Financial Aid Office’s operating budget, including year-end reconciliation. Responsible for preparing and processing all purchase orders and requisitions to ensure compliance with university policies and timely payment of expenses.
- Manage our use of the Perceptive Content document imaging system.
Qualifications and Skills
- Bachelor’s Degree.
- Two Years of Financial aid experience or experience managing a customer service team that includes high volume phone service.
Salary and Benefits
Salary range at $74,000-$77,000 annually and full University benefits that include 22 days of annual leave, up to 15 holidays, personal and sick days; excellent health, life, and retirement plans; and tuition remission. To learn more about our benefits, click here. TU also offers a variety of great perks and discounts, which can be found here.
This position will be open for a minimum of 14 days. For consideration, please submit a cover letter and resume with your online application.
Organization
: Academic Affairs Division
Primary Location
: Main Campus
