Assistant Director for Client Services

Virginia Tech•Blacksburg, VA

9d•$62,500•Hybrid

About The Position

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. This position is designated as primarily on-site, with some remote work available in accordance with university policy.

Requirements

Bachelor’s degree with progressively responsible training or experience equivalent to an advanced degree is required.
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.
Substantial experience with federal financial aid programs and a thorough understanding of applicable federal, state, and institutional regulations.
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.
Strong analytical and decision-making skills, with the judgment to interpret policies, make sound decisions, and apply discretion when granting exceptions.
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.

Nice To Haves

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

Responsibilities

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.
Oversees all day-to-day counseling operations, ensuring that services are timely, accurate, student-centered, and fully compliant with federal, state, and institutional regulations.
Implements systems for performance measurement and continuous improvement.
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.
Ensures compliance with all applicable regulations and policies, anticipates regulatory changes, and leads proactive adjustments to safeguarding institutional integrity.
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.
Directs the preparation of financial aid planning, management reports, and audits.
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.
Represents the office across campus and to external partners, advancing the university’s commitment to access and affordability.
Directs outreach to students, families, high schools, and community organizations through on-campus, off-campus, and virtual engagements, often outside of traditional business hours.
Ensures services are accessible, inclusive, and solution-oriented, identifying barriers to access and retention and leveraging financial aid as a transformative tool for equity.
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.
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.