Sr Assistant Director - Student Financial Services

Responsibilities

• Oversee service delivery for student aid, accounts, and employment across in-person, electronic, and telephony channels.
• Monitor customer traffic patterns and service demand to ensure consistent achievement of service level expectations.
• Resolve routine inquiries and manage complex or escalated cases with professionalism and subject matter expertise.
• Recruit, train, supervise, and evaluate two frontline staff members and a team of student workers.
• Maintain comprehensive knowledge of SFS policies, procedures, workflows, and regulatory requirements.
• Coordinate with Boston-based SFS staff and management to maintain operational alignment and service consistency.
• Participate in recruitment and yield events through presentations, outreach programming, and campus engagement.

Requirements

• Bachelor's degree required; Master's degree preferred.
• 3 years of progressive experience in student financial services, financial aid, student accounts, student employment, or higher education customer service.
• Supervisory experience, including hiring, training, and evaluating staff and student workers.
• High-volume, multi-channel customer service experience with strong conflict resolution skills.
• Knowledge of federal regulations including Title IV and FERPA.
• Ability to work on-site five days per week in Oakland, CA.

Preferred Qualifications

• Experience with ServiceNow, Banner, Workday, PowerFAIDS, and/or Slate.
• Proven ability to deliver equitable, culturally competent service to diverse student populations.

Benefits

• Comprehensive benefits package including medical, vision, and dental.
• Paid time off and retirement plans.
• Tuition assistance and wellness programs.
• Commuting and transportation benefits.

About the Company

Founded in 1898, Northeastern is a global research university and a recognized leader in experiential lifelong learning. Our approach integrates real-world experience with education, research, and innovation to empower students, faculty, and alumni to create worldwide impact.