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University of Massachusetts Amherst Ast Dir FinAid Serv & Cust Rel in Amherst, Massachusetts

Ast Dir FinAid Serv & Cust Rel

Apply now ( Job no: 515824

Work type: Staff Full Time

Location: UMass Amherst

Department:Enrollment Management Ops


Categories: Accounting/Finance/Budget, Administrative/Office Support

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

Reporting to the Associate Director of Financial Services and Customer Relations (FSCR), the Assistant Director is responsible for managing and supervising the Financial Aid Services call center and is a critical part of the Financial Services & Customer Relations customer service and counseling team.

Essential Functions

  • Provides financial aid information to current and prospective students and families, University staff, and other parties. Acts as subject matter expert in financial aid application process, scholarship application process, aid eligibility requirements, student loans and loan repayment, student financial wellness, and other matters related to financial aid.

  • Represents Enrollment Management at New Student Orientation events and other outreach events.

  • Provides financial aid counseling individually and in small- and large-group presentations.

  • Manages the Financial Aid Services call center student staff (approx. 15-30 student employees). Identifies staffing needs and recruits, hires, trains, supervises, and schedules student staff.

  • Identifies needs for training andcreates and delivers multimodal training materials for student staff, FSCR team, and campus partners. Attends trainings, conferences, presentations, and webinars pertaining to financial aid and share relevant information with the FSCR team.

  • Acts as liaison with other student services offices.. Develops professional networks within these offices and serve as informational go-between for Financial Aid Services and these offices.

  • Co-manages Financial Aid Peer Counseling program and proactive customer service operations.

  • Performs duties related to selection and recognition of student employees.

  • Provide assistance to Undergraduate Admissions during peak volume as needed.

Other Functions

  • Supervises 1 full time staff member and 15-30 student staff members in FSCR customer service center.

  • Understands responsibilities with respect to FERPA, Title IX, and other compliance requirements.

  • Demonstrates capacity, skill, and willingness to engage students and contribute to student success.

  • Works collaboratively with other campus stakeholders to fulfill the mission of Enrollment Management.

  • Demonstrates outstanding presentation skills; comfortable with public speaking.

  • Contributes to creating a positive and respectful workplace defined by personal and professional competence, integrity, and collaboration.

  • Uses access to sensitive and/or not yet public university related information only in the performance of the responsibilities of position and exercise care to prevent unnecessary disclosure.

  • Understands and contributes to implementation of departmental and institutional goals for achieving non-discrimination and creating a respectful, inclusive environment that is supportive of diversity.

  • Understands responsibilities with respect to conflicts of interest and behave in ways consistent both with law and with University policy.

  • Performs other duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Bachelor’s degree.

  • Two years of experience in higher education, educational counseling, and/or educational finance.

  • Experience in customer service, counseling, and/or mediation.

  • Excellent customer service and oral and written communication skills.

  • Excellent interpersonal skills, including the ability to communicate effectively with students, families, and advocates from diverse backgrounds in a variety of settings. Must be sensitive to cultural and socioeconomic differences.

  • Ability to work independently.

  • Presentation and public speaking skills.

  • Commitment to culture of non-discrimination and promotion of a diverse student body and staff. Ability to work collaboratively with a diverse group of clients and coworkers.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Customer service and/or customer service supervisory experience.

  • Financial aid experience and expertise including a working knowledge of federal and state regulations and student/family needs.

  • Strong understanding of student billing systems and student financial wellness.

  • Experience working with confidential and sensitive data; experience using discretion and understand privacy laws (e.g. FERPA).

  • Experience working in PeopleSoft integrated student information systems.

  • Multi-lingual

Physical Demands/Working Conditions

  • Typical office environment activity.

Work Schedule

  • Monday - Friday, 8:30am–5:00pm (37.5 hours/week).

  • Required to work occasional evenings and weekends, as needed.

  • This position has the opportunity for a hybrid work schedule, which is defined by the University as an arrangement where an employee’s work is regularly performed at a location other than the campus workspace for a portion of the week. As this position falls within the Professional Staff Union, it is subject to the terms and conditions of the Professional Staff Union collective bargaining agreement.

Salary Information

Level 26

PSU Salary Ranges (

Special Instructions to Applicants

Along with your application, please submit a resume, cover letter, and contact information for three professional references. This advertisement will have a priority deadline of September 28, 2022. However, will remain open until filled.

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

Advertised: Sep 2 2022 Eastern Daylight Time

Applications close: