Director of Financial Aid Support and Student Experience

About the role

The Director of Financial Aid Support and Student Experience serves as the financial aid content owner and subject matter expert for student-facing financial aid information at Ivy Tech Community College. The position is accountable for ensuring that what students are told about financial aid—on the College’s financial aid web pages, in system-generated communications, and in responses to their questions—is accurate, current, compliant, and understandable.

Responsibilities

• Maintain the accuracy, currency, and accessibility of financial aid content on the College’s website, including the net price calculator, the financial aid artificial intelligence chatbot, and the financial aid video library, consistent with institutional web governance and brand standards.
• Ensure the College’s consumer information disclosures are complete, current, and compliant with federal requirements, and coordinate the annual review and republication of required disclosures.
• Serve as the financial aid subject matter lead for a proactive financial aid communications campaign reaching current and prospective students across the financial aid lifecycle, developed and delivered in partnership with the Systems Office Marketing and Communications team.
• Partner with the Financial Aid Systems team to ensure that financial aid offers, award notifications, tracking requirements, and other system-generated communications are accurate, plain-language, and understandable to students and families.
• Establish statewide standards, processes, and service expectations for responding to student electronic communications, including response-time targets, escalation paths, tone and accuracy standards, and quality review.
• Supervise one or more Assistant Directors of Financial Aid Support who assist campus financial aid staff in responding to student email and other electronic inquiries.
• Monitor volume, response time, and resolution outcomes for student electronic communications; report results regularly and use findings to improve content, systems, and staffing decisions.
• Develop and maintain templates, knowledge base content, and response guidance so that students receive consistent answers regardless of which campus or staff member responds.
• Provide training and ongoing guidance to campus financial aid staff on communication standards, tools, and required disclosures.
• Collect and analyze student feedback on financial aid communications and the student experience, and recommend improvements to content, technology, and process.
• Represent the Office of Financial Aid and Student Accounts on institutional workgroups related to student communications, enrollment, web governance, and student experience, contributing financial aid subject matter expertise.

Qualifications

• Bachelor’s degree required.
• Three or more years’ experience in financial aid administration, student communications, or a closely related student services function.
• Demonstrated experience developing student-facing content, web content, or communications campaigns.
• Working knowledge of federal financial aid programs and the consumer information requirements applicable to Title IV participating institutions.
• Demonstrated ability to translate complex regulatory and financial information into clear, plain-language communication for students and families.
• Demonstrated ability to exercise independent judgment and to establish and enforce consistent service standards across multiple locations.
• Must demonstrate ability to build and maintain strong, authentic relationships with students, colleagues, and campus leadership.
• Proficiency with standard office productivity software and content management tools.

Preferred Qualifications

• Master’s degree preferred.
• Experience supervising professional staff preferred.
• Experience with Ellucian Banner, a customer relationship management platform, or a student communications platform preferred.
• Experience administering or maintaining a net price calculator, chatbot, or similar student-facing technology preferred.
• NASFAA Professional Credentials or Certified Financial Aid Administrator (FAAC®) designation preferred.
• Experience in a multi-campus or systemwide environment preferred.