Manager of Student Aid Services

Job Summary

Central Washington University is recruiting a Manager of Student Aid Services to join our Financial Aid team in Ellensburg, Washington. This role is an important member of our team as they enhance the vision for the University. The role is a campus-based position, which means you get to see the lives you are impacting. Were offering a competitive salary plus the awesome CWU benefits.

Who we are:

We are a team of individuals committed to Changing Students Lives. No matter what job, each of us plays a part in supporting and empowering our students to fulfill their dreams.

Working in higher education provides career growth and career choice. Think of a university campus like a mini city, operating across 380 acres. Youll find robust academics, libraries, athletics and sporting events, full service and quick serve dining, conferences and events from small to large, recreation centers, housing, health services, police and public safety for the campus population of ~8,300 students.

Central Washington University has been named a Fulbright U.S. Scholar Program Top Producing Institution for the 2022-2023 academic year. In addition, for seven out of eight years, CWU was a recipient of the prestigious Higher Education Excellence in Diversity (HEED) Award from INSIGHT Into Diversity magazine. RentCafe has also named CWU #13 of the Top 20 Best College Towns in the U.S. in 2025.

Come join us on our journey to encourage, inspire, and create spaces where all identities thrive on campus.

Tour our campus in Ellensburg here. www.youtube.com/watch?v=HjdhOegDa9A

What we offer:

Our investment in you begins the day you join our team, a healthy and successful future for you is important to us. We offer medical, dental, life and disability insurance, retirement and optional savings plans, tuition assistance for you and your dependents, discounts across town, an employee assistance program for individualized counseling, and a wellness incentive program. Learn more: Benefits, Perks, and Leave and Total Rewards Calculator.

The Role:

The Manager of Student Services is responsible for overseeing the customer service operations that serve as the primary points of contact for students and their support networks within the Office of Financial Aid and Scholarships. This position ensures the delivery of high-quality customer service, provides leadership and guidance to staff and supports students and families in navigating financial aid processes and resources.

This includes managing the call center, front office operations, and tabling at campus events. Additionally, this position will provide support for off-campus events in collaboration with Admissions, College in the High School, FAFSA workshops, and various other departments.

This position supervises professional staff members and is responsible for recruiting, training, and managing student peer counselors.

The Manager of Student Aid Services directly affects the vision, mission, and values of Central Washington University by practicing responsible stewardship of our financial resources and promoting access and opportunity for all students. All employees are expected to uphold and contribute to CWUs vision, mission, and values, fostering a culture of student success and institutional excellence.

Job Duties

Customer Service:

• Manages the customer service operations for the Office of Financial Aid & Scholarships (OFAS) and is accountable for leading the customer service areas.
• In alignment with the goals of OFAS, this position trains the customer service support staff and students to ensure the delivery of exceptional support for students and families.
• Regularly monitors and disseminates customer feedback to enhance service across all units.
• Reviews customer information provided by the OFAS offices, both in-person and online, to ensure content is accurate, up-to-date, clear, and compliant with customer service standards.
• Responds to and resolves complex customer concerns by communicating directly with dissatisfied customers in person and by phone. Utilizes conflict resolution and de-escalation strategies, assesses customer needs, and facilitates referrals to appropriate professional or technical staff when necessary.
• Designs and implements employee training programs, develops visual aids, and prepares other materials; schedules and conducts presentations and/or training for customer service support staff. Also assists in the training of new staff including but not limited to Financial Aid Counselors.
• Responsible for explaining resources, options, and support to students and parents.
• Determine when standard procedures may be inadequate to meet the students situation and advocate for exceptions to policy within the office or with process partners.
• Counsel students, parents, high school students, and other prospective students on Federal, State, Institutional and Third-party aid programs (such as College Success Foundation, CWU Foundation, and other organizations that fund scholarships) and explain how they may interact with one another.
• Counsel students and parents regarding educational loan options including federal student loans, private student loans, federal parent loans, and other possible sources of funding.
• Counsel students one-on-one and in groups on financial aid, scholarships, loans, work study employment, financial planning, debt management, budget development, and loan repayment.
• Articulate timelines to students and parents and explain how financial aid programs coordinate to assist students in securing the best financial package possible.

Administrative/Department Support:

• Coordinates office operations and oversees supplies, office space management, equipment purchases, inventory control and replacement, maintenance costs, and records management.
• Assists the Director with public relations activities and represents the Director and department in cross-campus meetings, off-campus events, conferences, and written correspondence.
• Provides interpretation and clarification of departmental policies, procedures, and viewpoints, ensuring consistent communication and fostering positive relationships with internal and external stakeholders.
• Provides administrative support to the Director of Financial Aid and the Associate Directors of Financial Aid.
• Assists the Director of OFAS in fulfilling professional obligations, including appointments, project deadlines, calling campaigns, record keeping, and scheduling of events.
• This position oversees the OFAS website to ensure information remains current and accurate. Duties encompass mailing communications to students, printing marketing materials, and updating bulletin boards and calendars within the financial aid office.

Supervisor Duties

• Actively engage in recruitment and hiring new employees.
• Clearly define performance expectations, ensure accountability, and provide ongoing informal feedback, coaching, and mentoring.
• Conduct formal performance evaluations.
• Ensure employees have necessary resources.
• Promote professional development opportunities.
• Develops and fosters supportive working relationships that promote collaboration, motivation, engagement and a positive work environment.
• Communicate information to staff on an ongoing basis to influence staff engagement and to be a part of a larger community.
• Take corrective action in a timely manner.
• Recognize and reward employees for good performance.
• Schedule employee work hours/shifts; monitor hours worked; approve payable time and absence requests.
• Adjust leadership style as needed to achieve results.
• Perform other duties as assigned

Minimum Qualifications

• At least 4 years of progressively responsible experience in a related field and/or a bachelors degree.
• Experience providing exemplary customer service in difficult or sensitive situations.
• Demonstrated ability and/or experience fostering a supportive and effective workplace while working with students and/or colleagues to uphold institutional excellence.
• Experience interpreting, explaining, and applying laws, regulations, and complex policies for multiple or highly specialized programs.
• Experience in supervising and leading teams.
• Excellent written, verbal, and interpersonal communication skills.
• Experience in safeguarding sensitive information and managing situations to uphold customer respect and privacy.
• Demonstrated willingness and/or experience working with students and/or co-workers from a wide range of abilities, backgrounds, and experiences.
• OR applicable combination of education and/or experience which demonstrates the ability to perform the essential functions of the position.

Preferred Qualifications

• Progressively responsible experience in higher education financial aid, demonstrating increasing levels of responsibility in financial aid administration, regulatory compliance, student advising, and program oversight.

• Experience working with high school and/or college students.

• Bilingual (English/Spanish) skills preferred.

• Experience with PeopleSoft, Banner, or comparable enterprise resource management systems (ERMS).

• Public speaking and presentation experience.

• Demonstrated commitment to improving access to higher education for students through various activities.

• Life experiences that demonstrate an ability to contribute to CWUs vision, mission, and values.

Competencies

• Accountability/Dependability: Accepts responsibility for quality of own work; acknowledges and corrects mistakes. Shows up on time, meets standards, deadlines, and work schedules.
• Judgement: Makes timely, informed decisions. Analyzes options and determines appropriate course of action.
• Teamwork: Promotes cooperation and mutual support to achieve goals. Encourages participation and mutual support.
• Adaptability/Flexibility: Responds positively to changing business needs and responsibilities. Adapts approach and methods to achieve results; recovers quickly from setbacks and finds alternatives.
• Commitment to Belonging: Values the uniqueness of every individual and fosters an environment where everyone feels respected and empowered to thrive.

Dont meet every single requirement? At CWU, were committed to creating a welcoming and genuine workplace. If youre excited about this role but your experience doesnt align perfectly with every qualification, we still encourage you to apply. This could be the opportunity youre looking for!

Pay, Benefits, & Work Schedule

Salary: The Hiring Departments expected hiring range is $50,830 - $60,995 annually. Individual placement within the hiring range is based on the candidates current experience, education, skills, and abilities related to the position. In accordance with RCW 49.58.110, the full annual salary range for this position is $50,830 to $71,161.

Schedule/Appointment: Monday - Friday, 8:00am-5:00pm (1 hour lunch) Occasional evenings/weekends.

Working Conditions: This position is located at the Ellensburg campus. Work is performed in an indoor office setting with frequent in-person interactions. It is essential to be able to remain at a desk/computer workstation for prolonged periods of time, perform extensive data entry and other computer-related tasks, and create/maintain filing systems. Some evening and weekend work will be required to accommodate peak times. Occasional travel may also be required.

Benefits: CWU offers a comprehensive benefits package including medical and dental insurance, retirement and optional savings plans, life and disability insurance, along with vacation and sick leave plans depending on employment classification. For additional information please visit Benefits, Perks, and Leave and Total Rewards Calculator.

An employee of CWU may be eligible for the Public Service Loan Forgiveness Program if the employee has student loans. To learn more, visit: https://ofm.wa.gov/state-human-resources/public-service-loan-forgiveness-program.

How To Apply

To apply for this position, you must complete the on-line application and attach:

• A detailed cover letter clearly demonstrating how your education and experience: (a) meet the required (and, as applicable, preferred) qualifications, and (b) demonstrate the ability to perform the responsibilities as described by the posting;

• Resume including work history, education, training; and

• Contact information for three professional references.

Screening Begins: July 22, 2026

Priority will be given to applications received by the screening date. Incomplete applications may not be considered.

Contact Information

Name: Kelsey Haney

Title: Director of Financial Aid

Email: kelsey.haney@cwu.edu

Phone: 509-963-3071

Website: https://www.cwu.edu/admissions-aid/financial-aid-scholarships/

Please contact Human Resources at hr@cwu.edu or 509-963-1202 if you require technical assistance with the on-line application process.

Conditions of Employment

Background Check/Reference Check Process:

Prior to employment, final candidate(s) will be required to sign a Sexual Misconduct disclosure in pursuant to RCW 28B.112.080 and submit to a background check. All information obtained through background investigations will be strictly confidential and revealed only to those required to have access.

Notice to Prospective Employees:

Affirmative Action/Equal Opportunity Statement

Central Washington University is an EEO/AA/Title IX Institution. Central Washington Universitys policies and practices affirm and actively promote the rights of all individuals to equal opportunity in education and employment. Discrimination on the basis of race, color, creed, religion, national origin, sex, sexual orientation, gender identity and gender expression, age, marital status, disability, or status as a protected veteran is prohibited. The university provides an internal procedure for reporting discrimination and affords protection against retaliation for participating in the complaint process. Central Washington University complies with all applicable federal, state, and local laws, regulations, and executive orders including when soliciting bids and in the fulfillment of all contracts with governmental agencies. Direct related inquiries to Civil Rights Compliance, 202 Barge Hall, Ellensburg, WA 98926-7501; Telephone 509-963-2050; or email crc@cwu.edu.

Reasonable Accommodations

Central Washington University provides reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment. Employment opportunities will not be denied because of the need to make reasonable accommodations for a qualified individual with a disability. If you need assistance or accommodation in applying because of a disability, please contact Human Resources at HR@cwu.edu or call 509-963-1202. This job announcement and other material on this site will be made available in alternate formats upon request to an individual with a disability.

Annual Security and Fire Safety Report (Clery Act)

For the Central Washington University Annual Security and Fire Safety Report (i.e. Clery Report) which includes statistics about reported crimes and information about campus security policies, available online here or call CWU Police and Parking Services at 509-963-2959 for a paper copy.