Associate Director For Client Services

Job Description

Reporting to the Deputy Director of University Scholarships & Financial Aid (USFA), the Associate Director will provide innovative and proactive leadership to the Client Services area and ensure superior service to all Virginia Tech students, families, and campus partners. The Associate Director of Client Services serves as a member of the USFA leadership team and works with multiple teams within the office to assess office policies and procedures, set office goals, assess and provide feedback on staff performance, and employ a philosophy of continual business improvement.
Core Responsibilities:
Manages a team of 10 full-time staff, in addition to student support staff. Employs a comprehensive knowledge of federal Title IV statute and regulations and a strong understanding of state aid programs to troubleshoot and resolve customer issues, ensure all policies and procedures are compliant, and utilize best practices in delivering superior customer service to all USFA constituents in person, over the phone, via e-mail, chatbot, and all other media USFA chooses to utilize.
Utilizes qualitative and quantitative data to assess customer service and the delivery of financial aid to students while ensuring compliance with federal, state, and institutional policies. Evaluates, assesses, and provides feedback to full-time and student staff to maximize development and performance. Utilizes broad-based knowledge of higher education financial aid best practices to identify and maximize operational efficiencies for the office. Analyzes data to identify and forecast trends and communicates findings to the Deputy Director and implements recommended changes to processes. Ensures compliance with all federal, state, and local laws and regulations and university policies.
Conducts recruitment, training, supervision, professional development and evaluation of assigned personnel. Oversees appeals processes including, but not limited to, Satisfactory Academic Progress and Professional Judgment. Serves as the chairperson for the University Satisfactory Academic Progress appeal committee. Oversees website content for USFA. Serves as the chairperson for the University Satisfactory Academic Progress appeal committee. Updates and maintains financial aid notification materials in compliance with federal and state statutes. Oversees print and email communication for the office. Serves as the chairperson for the University Satisfactory Academic Progress appeal committee. Oversees Outreach, USFA Global Education initiatives, and special student populations. Performs other duties as assigned.

Required Qualifications

Bachelor's degree and training/experience equating to an advanced degree. Experience leading and conducting operations and business processes reviews and developing process evaluation. Comprehensive knowledge of federal Title IV financial aid programs and previous financial aid administration experience. Demonstrated ability to understand and interpret complex federal statutes and regulations. Strong command of COD, CPS, NSLDS, and financial aid processing systems. Ability to make independent decisions and exercise sound judgment. Excellent interpersonal and communication skills. Excellent time management skills and the ability to effectively manage multiple competing priorities. Ability to effectively work with and communicate with a wide range of constituents.

Preferred Qualifications

Master's degree in a related field. Significant progressive experience working with Federal Student Aid and Scholarship programs.

Pay Band

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Appointment Type

Regular

Salary Information

Salary commensurate with experience, a budget max of $95,500

Review Date

January 26, 2024

Additional Information

The successful candidate will be required to have a criminal conviction check.

About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges, a school of medicine, a veterinary medicine college, Graduate School, and Honors College. The university has a significant presence across Virginia, including the Innovation Campus in Northern Virginia; the Health Sciences and Technology Campus in Roanoke; sites in Newport News and Richmond; and numerous Extension offices and research centers. A leading global research institution, Virginia Tech conducts more than $500 million in research annually.