Assistant Director Client Services

Manages the Client Services staff and assist in the day-to-day customer service operations. Provides support for the standard operating procedures in the administration of federal, state and institutional aid. Assists in the research and implementation of procedures and best practices.

• Supervises and develops client services staff to provide a progressive level of client satisfaction while adhering to federal, state, university, and office rules and regulations.
• Coordinates student needs analysis, federal verification, packaging of student aid, certifying federal loan eligibility and provides financial aid counseling. Makes professional judgment decisions regarding student aid eligibility, and facilitate problem solving processes.
• Monitors the department's activity on walk-ins, phones, appointments, outreach and completion of daily activities. Interprets data to effectively utilize staff resources.
• Manages work processes to ensure excellent customer service is being provided to students, families and the campus community.
• Analyzes reports and allocates workload to the team for efficient processing of daily tasks, reports, and appointments.
• Provides advising and alternative solutions to concerns regarding financial aid eligibility, billing, financial literacy and health and wellness. Assists with advanced level processing and strategic initiatives.
• Oversees outreach activities, scheduling and data collection. Ensures all requested events are staffed and materials are updated in a timely manner.
• Maintains thorough knowledge and ability to interpret federal, state and institutional financial aid regulations, guidelines and policies and procedures to implement the proper awarding, disbursement and billing of financial aid.
• Prepares and maintains cost of attendance budgets for assigned academic programs.
• Hires, trains, evaluates and supervises staff.

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.

• Three years' relevant experience.
• Supervisory or lead experience.
• Strong interpersonal, written and verbal communication skills.
• Strong office software skills, including word processing, spreadsheets and presentations.
• Working 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: 2024-04-04