Associate Director of Counseling Services & Special Programs

Old Dominion University • Norfolk, VA

77d • Remote

About The Position

The Associate Director of Counseling Services & Special Programs is responsible for the coordination and delivery of optimum customer service to all students and constituents served. This role supervises several positions and oversees the service delivered to both undergraduate and graduate financial aid applicant populations, including those in local and online learning environments. The Associate Director works closely with Financial Aid Management and Enrollment Management leaders to ensure efficient and accurate service while continuously seeking improvements. Additionally, this position manages specialized programs such as state grants, VMSDEP, satisfactory academic progress, outreach, and other university initiatives requiring unique coordination efforts. The Associate Director is also responsible for recommending and developing new office policies and procedures in response to changing regulations, providing leadership by example, and serving as a liaison to the call center team to ensure adherence to training and policies. In emergency situations, this role may serve as one of the essential personnel in Financial Aid.

Requirements

• Considerable in-depth knowledge of financial aid regulations.
• Comprehensive knowledge of electronic spreadsheet and reporting software applications (Banner, MS Office, Access, Crystal Reports).
• Excellent organizational and time management skills.
• Excellent oral and written communication skills.
• Considerable supervisory skills.
• Ability to coordinate multiple projects and manage large complex projects independently.
• Ability to maintain service in a high volume, intense public contact environment.
• Ability to provide individualized assistance to meet specific customer needs.
• Ability to develop policies and procedures and deliver effective training to staff.
• Ability to make accurate decisions concerning financial aid awards.
• Ability to analyze and interpret complex program regulations.

Nice To Haves

• Certification in computer software applications such as Crystal Reports, MS Access, and Excel.

Responsibilities

• Coordinate and deliver customer service to students and constituents.
• Supervise positions 00087, 00173, and 00824.
• Oversee service delivery to undergraduate and graduate financial aid applicants.
• Work with Financial Aid Management and Enrollment Management leaders to improve service efficiency.
• Manage specialized programs including state grants and VMSDEP.
• Develop new office policies and procedures in response to regulations.
• Provide leadership and exceptional service to students.
• Serve as a liaison to the call center team.
• Act as essential personnel in emergencies.

Benefits

• Salary commensurate with education and experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Educational Services