The Lead Financial Aid supports the frontline delivery of financial aid services by acting as a key resource for staff, students, and campus partners. This role focuses on student-facing processes such as verification, SAP evaluation, and professional judgment requests, while also serving as a leader in ensuring consistent, compliant, and student-centered operations.
Requirements
- Assists with complex or escalated financial aid cases including verification, SAP appeals, dependency overrides and professional judgement requests.
- Provides direct support to students and families to resolve questions, clarify eligibility, and ensure accurate completion of financial aid processes.
- Model and reinforce a high standard of student service, ensuring accuracy, empathy, and compliance in all interactions.
- Serve as a lead resource for the Financial Aid Specialists, offering guidance on policies, procedures, and case resolutions.
- Lead training and onboarding for new staff and provide ongoing cross-training opportunities to strengthen consistency across the team
- Maintain and update procedural documentation, training materials, and process guides for staff reference.
- Oversee the flow of frontline financial aid processes, such as verification, SAP, and professional judgment to ensure accuracy, consistency, and a positive student experience.
- Identify and address workflow issues or barriers that impact students or staff, recommending improvements that enhance efficiency and clarity.
- Partner with analysts and leadership to align day-to-day operations with system updates and regulatory changes while maintaining a student-centered approach.
- Ensure frontline financial aid processes comply with federal, state, and institutional regulations while maintaining a clear and student-friendly experience.
- Support quality assurance efforts by reviewing completed work for accuracy, consistency, and alignment with established procedures.
- Collaborate with analysts and leadership to identify opportunities to simplify or improve processes, enhance customer service, and strengthen compliance.
Benefits
- Paid time off
- Sick leave
- Holidays
- Bereavement leave
- Recess periods
- Medical, dental, and vision insurance
- Retirement contributions to the Wisconsin Retirement System and 403(b)/457 plan options
- Life and disability insurance
- Additional coverage options
- Flexible schedules or remote work options (for some positions)
- Wellbeing programs
- Training, certifications, and tuition reimbursement
- Onsite health and wellbeing clinic
- Dental clinic
- Fitness center
- Parent/Child Center (onsite child care)
- Library
- Café
- Printing services
- Trilogy Salon & Spa
