Associate Director, Student Financial Aid (Compliance and Customer Service)

Position Information

Position Title Associate Director, Student Financial Aid (Compliance and Customer Service) Position Type Staff Department Financial Aid FLSA Exempt Union/Non Union Non Union Full Time or Part Time Full Time Grade 16 Salary Range Hiring Salary Range $78,039 - $111,540 (Depending on experience) Fixed Term/Tenure Track (Faculty Only) Regular or Temporary Regular Job Description Summary The Associate Director of Student Financial Aid (Compliance and Customer Service) serves as a senior member of the Student Financial Aid leadership team and is responsible for ensuring institutional compliance with federal and state financial aid regulations while overseeing customer service operations. This position provides supervisory oversight of Financial Aid Coordinators responsible for Return of Title IV (R2T4) processing and the Federal Direct Loan Program, two of the most highly regulated and compliance-sensitive functions within the office.

The Associate Director functions as a subject matter expert in financial aid compliance, provides guidance and training to staff, contributes to policy development and strategic initiatives, and manages the office's primary student and family point of contact to ensure consistent, high-quality customer service.

Minimum Qualifications EDUCATION AND EXPERIENCE

• Bachelor's degree (or higher) required.
• Four years of full-time experience in the financial aid area.
• Two years of supervisory experience required.
• Master's degree preferred.

Criteria CRITERIA: The following criteria, which are not the sole criteria used in the final hiring decision, will be used to review the applications of those persons who meet the stated minimum qualifications and to select those qualified applicants who will be interviewed. Other information and observations made during the interview process may be considered in the selection process. A Resume/CV and cover letter are required with the application. Please ensure that your documents address the criteria listed below for this position.

ESSENTIAL DUTIES

• Monitor, analyze, and interpret federal and state financial aid regulations using resources such as Federal Student Aid (FSA) Partner Connect, NASFAA guidance, COD reports, Maryland Higher Education Commission communications, and U.S. Department of Education Electronic Announcements.
• Provide supervisory oversight and evaluation of Financial Aid Coordinators responsible for Return of Title IV (R2T4) calculations and the Federal Direct Loan Program, ensuring accuracy, timeliness, and regulatory compliance.
• Identify, implement, and maintain internal controls to ensure financial aid funds are properly awarded, disbursed, reconciled, and reported.
• Secondary point of contact for internal, external, annual, and interim financial aid audits, supporting audit readiness and institutional risk mitigation.
• Coordinate office-wide compliance training and provide ongoing guidance to staff regarding regulatory changes and operational impacts.
• Oversee the accuracy, compliance, and maintenance of all publicly posted financial aid information, including the Student Financial Aid website.
• Manage reconciliation of the Federal Pell Grant Program and external and foundation scholarships; assist with reconciliation of the Federal Direct Loan Program.
• Provide leadership and supervision of front desk operations to ensure high-quality customer service, effective communication, and consistent dissemination of accurate information to students and families.
• Collaborate with the Director in decision-making, policy development, and strategic planning for the Student Financial Aid Office.
• Develop, implement, review, and document financial aid policies and procedures to ensure compliance with Department of Education, accrediting agencies, and institutional requirements.
• Represent the Student Financial Aid Office at student orientations, college fairs, recruiting events, and other outreach activities, as needed.
• Participate in the development of performance objectives, corrective action plans, and continuous improvement initiatives aligned with departmental, divisional, and college goals.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent listening and communication skills, both verbal and written.
• Exceptional problem-solving skills, and ability to evaluate, analyze, create, and make decisions within critical scenarios required to maintain institutional eligibility to award state and federal financial aid programs.
• Ability to exercise independent judgment in accordance with established policies and practices
• Ability to interact tactfully and courteously with public and coworkers, and across all disciplines and departments
• Ability to perform work independently, as well as in a team environment
• Ability to manage people, department initiatives and strategic plans, and operations
• Ability to provide guidance, communication and counsel to other staff members on compliance matters
• Demonstrated knowledge and experience in program administration, compliance and training.
• Extensive knowledge and understanding of all federal, state, regulations related to processing, disbursing, and reporting of financial aid awards.
• Knowledge of FISAP reporting, Program Participation Agreements requirements, Transfer Monitoring, Gainful Employment disclosures, Consumer Information and Program Integrity Regulations.
• Must be able to demonstrate a high level of personal and professional integrity. In addition, must have demonstrated management and leadership skills managing people, department initiatives and strategic plans.

Job Requirements PHYSICAL REQUIREMENTS

Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls. Physical capability to effectively use and operate various items of office related equipment, such as, but not limited to a, personal computer, calculator, copier, and fax machine. No significant climbing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, and repetitive motions.

OTHER REQUIREMENTS

• Ability to communicate effectively in spoken and written standard English.
• As required by the 1986 Immigration Act, be prepared to present acceptable documentation showing your identity and that you are a U.S. citizen or an alien who is authorized to work.
• A background investigation will be conducted prior to the offer of employment. A signed authorization for the release of personal information will be required if selected for an interview.

ACCOMMODATIONS

To perform this job successfully, an individual must be able to satisfactorily perform each essential job duty. Prince George's Community College provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. Accommodation determinations are made on a case-by-case basis. If reasonable accommodation is needed, please contact the Equity, Culture, and Talent (ECT) department

Is Background Check Required? Yes Is the incumbent responsible for working with minor children or directly engaging with minor children on campus? Yes

Posting Detail Information

Posting Number PGCC233511/12 Open Date 02/13/2026 Close Date Open Until Filled Yes Background Check Statement Prince George's Community College is committed to providing a safe campus community. PGCC conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, education verification, and when appropriate, a financial (credit) report or driving history check.

Special Instructions to Applicants

• This position offers a comprehensive benefits package, including paid time off, paid holidays, retirement plans, and health and welfare coverage.

Application Status: you will receive an email acknowledging receipt of your application, upon which time no further communication occurs unless selected for an interview or the position is filled. If recommended for hire, communication is immediately sent to your references listed on your application. Also, you will receive an email notification from HireRight requesting you to submit authorization to complete a background investigation.