Director of Financial Aid Information Services

About the role

The Director of Financial Aid Information Services provides strategic leadership and oversight of all frontline financial aid functions across the college’s Financial Aid Offices. This role ensures consistent, accurate, and student-centered service in compliance with federal, state, and institutional regulations.

Responsibilities

• Develop, implement, and maintain a comprehensive customer service strategy across all financial aid office locations and service channels (in-person, phone, email, and virtual)
• Monitor and assess service quality using metrics to analyze Key Performance Indicators (i.e. response times, student satisfaction, and issue resolution), develop quality assurance processes, and ensure consistency
• Maintain and update Financial Aid electronic information including the website and AI Agent
• Design and implement training including onboarding, ongoing, and cross-training to support staff development and service continuity
• Advise prospective, continuing, and reentering students including special populations and parents on financial aid programs, processes, and Satisfactory Academic Progress standards
• Provide vision, leadership, and direct supervision to financial aid information assistant staff including establishing and promotion clear expectations, performance standards, and accountability measures for customer service and productivity
• Serve as a point of escalation for complex or sensitive student issues
• Foster a collaborative, student-focused culture through regular communication and team management
• Develop, document, and maintain standard operating procedures to ensure consistency across all locations
• Collaborate with other financial aid functional areas and campus partners (Admissions, Advising, Financial Services) to ensure seamless service delivery
• Maintain confidentiality and secure student records, data, and privacy
• Lead continuous improvement initiatives to streamline processes, enhance student service delivery, and reduce barriers that impact the student experience
• Represent the Financial Aid Office on institutional committees and initiatives related to student success and service delivery
• Absorb and communicate quickly evolving financial aid landscape to community partners
• Assist with student advising, outreach, and financial aid processing during peak periods, including occasional evening and weekend work
• Stay abreast of financial aid regulations and policies of financial aid programs, Knowledge Skills and Abilities: Knowledge of all federal and state financial aid programs

Requirements

• Bachelor’s degree
• Two years of experience working in a financial aid office
• Two years of experience working with college students or special populations
• Two years of supervisory and/or leadership experience

Qualifications

• Working knowledge of community college financial aid, admissions, and enrollment processes as well as support services
• Intermediate skills with Microsoft Office
• Experience navigating Ellucian (Colleague), OnBase, and Self-Service, or similar Student Information Systems, platforms, and repositories
• Excellent organizational skills
• Excellent written and oral communication skills