Assistant Director for Client Services

Virginia Tech • Blacksburg, VA

71d • $61,000

About The Position

The Assistant Director for Client Services 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.

Requirements

• Bachelor's degree with progressively responsible training or experience equivalent to an advanced degree.
• Proven leadership and supervisory ability, with skills to inspire, mentor, and hold staff accountable.
• Extensive customer service experience and a strong record of managing sensitive, high-impact interactions.
• Substantial experience with federal financial aid programs and a thorough understanding of applicable regulations.
• Expertise in analyzing, interpreting, and clearly communicating complex financial information.
• Proficiency with office productivity tools, word processing, and database systems.
• Strong analytical and decision-making skills.
• Ability to manage multiple priorities, meet tight deadlines, and lead effectively under pressure.
• Exceptional communication, interpersonal, and problem-solving skills.

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.
• 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.
• Directs the preparation of financial aid planning, management reports, and audits.
• Recruits, develops, and retains a high-performing team of financial aid counselors.
• 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 various engagements.
• Drives innovation by monitoring emerging trends, technologies, and best practices in higher education financial aid.
• Provides broad support through financial aid planning, management, and reporting.

Benefits

• Salary commensurate with experience, a budget max of $61,000.
• Regular appointment type.
• Exempt from overtime.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Educational Services
• Education Level: Bachelor's degree