Assistant Director for Client Services

Key Responsibilities:

The Assistant Director provides strategic leadership for the development, implementation, and evaluation of financial aid counseling services that advance institutional goals and student success. Directs the creation and execution of both short- and long-term strategies, policies, and programs, establishing priorities and setting performance expectations that align with the university’s mission and values. The role oversees all day-to-day counseling operations, ensuring that services are timely, accurate, student-centered, and fully compliant with federal, state, and institutional regulations. To strengthen accountability and efficiency, the leader implements systems for performance measurement and continuous improvement. The position also manages the office’s communication calendar and oversees tracking of emails, call volume, and other student and family interactions, using this data to guide operational decisions and improve service delivery.

The position ensures compliance with all applicable regulations and policies, anticipates regulatory changes, and leads proactive adjustments to safeguarding institutional integrity. In addition, this role provides oversight of key Client Services programs, including Satisfactory Academic Progress, Professional Judgment Appeals, and Study Abroad, ensuring each is administered with consistency, fairness, and compliance. The leader also directs the preparation of financial aid planning, management reports, and audits. The role includes responsibility for recruiting, developing, and retaining a high-performing team of financial aid counselors, providing leadership in training, supervision, evaluation, and professional development, while fostering a culture of collaboration, accountability, and innovation.

In addition, the leader represents the office across campus and to external partners, advancing the university’s commitment to access and affordability. The role directs outreach to students, families, high schools, and community organizations through on-campus, off-campus, and virtual engagements, often outside of traditional business hours. A strong advocate for student success, the leader ensures services are accessible, inclusive, and solution-oriented, identifying barriers to access and retention and leveraging financial aid as a transformative tool for equity.

The position also drives innovation by monitoring emerging trends, technologies, and best practices in higher education financial aid and by advancing improvements in service delivery, communication, and counseling practices. Finally, the leader provides broad support through financial aid planning, management, and reporting; serves on university committees and task forces; and performs other duties as assigned, including special projects and initiatives that strengthen the mission and vision of the Office of University Scholarships and Financial Aid.

Bachelor’s degree with progressively responsible training or experience equivalent to an advanced degree is required.
The successful candidate will demonstrate proven leadership and supervisory ability, with the skills to inspire, mentor, and hold staff accountable in a complex, high-volume environment where accuracy and compliance are critical.
Extensive customer service experience and a strong record of managing sensitive, high-impact interactions are essential.
Candidates must also have substantial experience with federal financial aid programs and a thorough understanding of applicable federal, state, and institutional regulations.
This role requires expertise in analyzing, interpreting, and clearly communicating complex financial information and calculations to diverse audiences.
Proficiency with office productivity tools, word processing, and database systems is expected, along with the ability to leverage technology to improve efficiency and service delivery.
The ideal candidate will bring strong analytical and decision-making skills, with the judgment to interpret policies, make sound decisions, and apply discretion when granting exceptions.
The position also demands the ability to manage multiple priorities, meet tight deadlines, and lead effectively under pressure in a fast-paced environment.
Exceptional communication, interpersonal, and problem-solving skills are required, along with a demonstrated commitment to collaboration, innovation, and continuous improvement.

Master's degree in higher education, business, or public administration.
Experience with Banner.