Assistant Director, Financial Aid Customer Service & Outreach

Job Summary

The Assistant Director, Financial Aid Customer Service & Outreach, provides leadership for the Financial Aid Office’s customer service, staff development, and outreach efforts. This position supervises Financial Aid Specialists, coordinates daily operations and training, monitors service data, and supports continuous improvement. The Assistant Director also leads financial aid outreach and FAFSA completion initiatives, represents Financial Aid at college and community events, and collaborates across the College to support enrollment, retention, and student success.

Essential Duties & Responsibilities

include, but are not limited to the following:

• Manage and supervise the day-to-day operations of the Financial Aid Office’s customer service function, ensuring timely, accurate, and student-centered service.
• Supervise Financial Aid Specialists, including scheduling, office coverage, training, performance evaluations, coaching, and professional development.
• Assist the Director with staff questions, concerns, and complex student and financial aid matters.
• Assist with maintaining and updating Financial Aid content on the College website and other student-facing resources.
• Lead community outreach efforts to encourage and assist with FAFSA completion, including high schools, churches, youth groups, and other community organizations.
• Coordinate Financial Aid participation in college events, recruitment activities, and other student engagement opportunities.
• Collaborate with departments across the College to provide resources to students, represent Financial Aid at programs and events, and serve on College committees as appropriate.
• Assist with the development and implementation of financial aid strategies and programs that support student recruitment, retention, and success while maintaining compliance with federal and state regulations.
• Maintain confidentiality of information obtained in the course of business regarding students, supervisors, and other employees.
• Use data and student feedback to identify opportunities to improve the student experience, customer service, communication, and outreach.
• Assist the Director in identifying operational efficiencies and implementing continuous improvement initiatives.
• Provide support for audits, program reviews, and compliance reporting.
• Keep staff informed of changes to regulations, legislation, policies, procedures, and institutional practices; assist with staff training as appropriate.
• Represent Financial Aid in cross-functional discussions related to enrollment management, compliance, technology, and student success.
• Maintain a flexible schedule, including evenings and weekends, to support student events and peak service periods.
• Perform other duties as assigned.

Knowledge, Skills, & Abilities

• Advanced knowledge of federal, state, and institutional regulations and guidelines governing financial aid programs.
• Knowledge of financial aid administration, customer service practices, and FAFSA completion and outreach strategies.
• Knowledge of and experience with SCT Banner financial aid software and electronic spreadsheets.
• Strong analytical, problem-solving, and information-management skills.
• Proven leadership and supervisory skills, including the ability to train, coach, motivate, and develop staff.
• Excellent written, oral, interpersonal, and presentation skills, with the ability to communicate complex financial aid information effectively.
• Ability to organize, prioritize, and manage multiple responsibilities while maintaining accuracy and confidentiality.
• Ability to establish effective working relationships, collaborate across departments, adapt to changing regulations and priorities, and identify opportunities for process improvement.

ABILITIES/GENERAL

• Promote a common purpose consistent with the College's stated goals and demonstrate a commitment to students and the learning environment.
• Possess knowledge of general written standards and procedures utilized, and have the ability to read, interpret, and follow procedural and policy manuals related to the job tasks.
• Demonstrate the ability to respond to supervision, guidance, and direction in a positive, receptive manner and follow stated policies.
• Deliver exceptional customer service by fostering a welcoming and supportive environment.
• Present a professional image in words, actions, and attire.
• Conduct oneself in a manner consistent with the College’s standards of ethical conduct.
• Apply effective techniques to establish and maintain working relationships, fostering collaboration to achieve common goals; effectively communicate and collaborate with others to achieve shared objectives.
• Demonstrate the skills necessary to examine situations and processes, making recommendations for improvement critically.
• Strong service orientation and ability to effectively work as a member or leader of a team by cooperating with others, offering to help others when needed, and considering larger organizational goals rather than individual concerns. Includes the ability to build &/or support a constructive team spirit where members are committed to the goals and objectives of the organization.
• Plan, organize, and successfully multitask to meet multiple deadlines and frequently new work tasks within required timeframes. Proven flexibility to successfully work on a variety of projects quickly and accurately.
• Effectively manage change and adaptability.
• Adheres to all workplace safety rules, safety laws, regulations, standards, and practices
• Ability to work various hours, including nights, early mornings, and weekends
• Ability to travel amongst various campuses and attend College events, on or off campus, as required.

Minimum Qualifications & Education

• MINIMUM QUALIFICATIONS:
• Required:
• Bachelor's Degree from an accredited institution.
• 5 years of progressively responsible experience in Financial Aid or Customer Service.

• Preferred:

• Master’s Degree from an accredited institution
• Higher education experience.