Assistant Director for Client Services
Assistant Director for Client Services
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Job Description
Job Description
Provides strategic leadership and vision for the comprehensive delivery of financial aid counseling services; outreach services; and Client Services programs at Virginia Tech. This position is instrumental in advancing the mission of the Office of University Scholarships and Financial Aid by ensuring equitable access student success and operational excellence in the administration of scholarships and financial aid programs.
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 universitys 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 offices 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 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 universitys 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.
Required Qualifications
Bachelors 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.
Preferred Qualifications
Masters degree in higher education business or public administration.
Experience with Banner.
Pay Band
lPayScaleID
Overtime Status
Exempt: Not eligible for overtime
Appointment Type
Regular
Salary Information
Salary commensurate with experience a budget max of $61000
Hours per week
40
Review Date
October 20 2025 or until filled
Additional Information
The successful candidate will be required to have a criminal conviction check.
About Virginia Tech
Dedicated to its mottoUt 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 aninclusive communitydedicated to knowledge discovery and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36000 undergraduate graduate and professional students in eightundergraduate colleges aschool of medicine aveterinary medicinecollegeGraduate School andHonors College.The university has a significant presence across Virginia including Blacksburg the greater Washington D.C. area the Health Sciences and Technology Campus in Roanoke sites in Newport News and Richmond and numerousExtension officesandresearch institutes.A leading global research institution Virginia Tech conducts more than $650 million in research annually.
Virginia Tech endorses and encourages participation in professional development opportunities and university shared governance. These valuable contributions to university shared governance provide important representation and perspective along with opportunities for unique and impactful professional development.
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 ethnicity or national origin political affiliation race religion sexual orientation or military 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 Devin Henry at during regular business hours at least 10 business days prior to the event.
Required Experience:
Director
Employment Type
Full Time
