Assistant Director of Client Services

Job Description

Reporting directly to the Associate Director of Client Services, this position is responsible for managing the superior customer service interactions that students, families, and university partners have with Virginia Tech's Office of University Scholarships and Financial Aid (USFA) by administering the federal work-study program and institutional scholarship programs. Directly supervises financial aid advisors and USFA student staff. Ensures students, parents, and university partners receive accurate information in a timely and effective manner. Serves as a resource to staff and campus partners. Advises students and parents on the financial aid process at Virginia Tech. Participates in the development and implementation of short and long-term goals that further the strategic plan and mission of the Office of University Scholarships and Financial Aid and the University. Coordinates with other Virginia Tech departments to implement and assess student-focused activities, programs, and services—particularly related to federal work-study and institutional scholarship programs. Recommends changes in financial aid policy or procedures to benefit students based on trends identified via counseling interactions and data. Participates on standing departmental committees and various work groups. Ensures compliance with all federal, state, and local laws and regulations and university policies. Maintains up-to-date knowledge relevant to position responsibilities. Conducts recruitment, training, supervision, and oversees professional development and evaluation of assigned personnel. Coordinates and participates in outreach and training activities, including those that occur outside of regular business hours and off campus/out of town. Availability to work outside regularly published business hours, as position will require evening and weekend work. Perform other duties, as assigned.

Required Qualifications

Bachelor's degree in either a related field or equivalent level of training and significant experience in higher education or a related field; possess a high energy level and strong work ethic with a commitment to continuous improvement in a dynamic environment that strives to exceed expectations; ability to motivate staff and manage a complex, high volume operation with a high degree of accuracy; demonstrated use of effective problem solving, organizational, communication and interpersonal skills; experience with all aspects of Title IV Financial Aid; ability to interpret policies and procedures and apply judgment in making decisions and granting exceptions; intermediate working knowledge and skills with Microsoft Excel and Word; ability to work cooperatively with a wide range of constituents; willingness to present at outreach events-- both on- and off-campus; ability to effectively collect and analyze data, draw conclusions and assist in developing recommendations; ability to work evenings and weekends, as needed. A commitment to provide excellent customer service; ability to perform independently and as a part of multiple teams; must read, comprehend, and interpret statute, regulations, and institutional policies and procedures.

Preferred Qualifications

Master's degree in higher education, public administration, finance, or other relevant area; working experience in a college or university financial aid office; experience with graduate financial aid programs; experience using financial aid system software/databases with a strong preference for experience using Banner; experience with federal and state financial aid programs and knowledge of relevant regulations; progressively responsible customer/student service experience.

Appointment Type

Regular

Salary Information

Commensurate with experience up to a budget max of $47,000

Review Date

Review of applicants will begin March 29, 2021

Additional Information

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

Virginia Tech is unable to sponsor applicants for work visas for this vacancy.

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.

Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, national origin, political affiliation, race, religion, sexual orientation, or veteran status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.

If you are an individual with a disability and desire an accommodation, please contact Robin Lucas at ralucas@vt.edu during regular business hours at least 10 business days prior to the event.

Advertised: March 17, 2021
Applications close: