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Provides leadership, direction, and oversight in the daily operations of the client services unit within Student Financial Aid.

• Directs and coordinates the daily operations of the client services unit and responsible for the resolution of staff and operational issues.
• Provides leadership in collaboration with other areas for successful planning of resources, processes, and technology to ensure effective operations and services to prospective admitted students and University departments.
• Collaborates with other financial aid staff to analyze and interpret changing federal and state law, regulations and University policies to develop financial aid and University billing polices that meet the needs of the student population.
• Researches and implements best practices in financial aid customer service to support student-center success and enrollment management goals.
• Actively implements and monitors process changes to provide streamline efficiencies in financial aid workflow and the service provided to students.
• Advises students, staff, and university departments on policies and procedures regarding financial aid and billing. Ensures changes in policies, procedures, systems and federal guidelines are communicated to administration and staff.
• Hires, trains, evaluates, and supervises staff. Monitors daily work flow to ensure accuracy, confidentiality and productivity of staff members. Develops continuous staff training programs to ensure customer satisfaction to University stakeholders.
• Serves on the department’s strategic management team. Assists with short and long-term planning to support the University’s strategic plan.
• Maintains a yearly calendar of outreach events and makes sure staff is scheduled to cover events.
• May act in the absence of the Senior Associate Director of Student Financial Aid.

Minimum qualifications based upon job documentation and industry best practices. Any current employees not meeting these qualifications will be grandfathered until they move to a different job.

• Bachelor's degree in related field from an accredited institution.

• Five years' relevant experience.
• Supervisory experience.
• Customer service experience.
• Strong interpersonal, written and verbal communication skills.
• Knowledge of federal, state and institutional financial aid regulations and guidelines.

Office or other indoor work with minimal physical demands such as occasionally lifting or moving materials less than 25 pounds.

Work is generally performed in a well-lit, temperature-controlled indoor environment with occasional exposure to the outdoors or any number of elements.

Revised: 2023-10-12