Director of Enrollment Services

Charter College•Reno, NV

About The Position

The Director of Enrollment Services (DES) is a senior leader in the Enrollment Management division and reports directly to the Vice President of Enrollment Management. The Director oversees, develops, and supports Student Enrollment Advisors (SEAs) who provide accurate, timely, student-centered financial guidance to support enrollment and student persistence. The role ensures prospective and enrolling students understand their financial options and can make informed decisions about education costs and available funding. The Director builds a high-performing team through structured onboarding, ongoing training, performance coaching, and operational oversight, and works with Admissions and Student Finance to align enrollment goals, compliance requirements, and the student experience. This position does not award financial aid or approve funding plans. Financial aid decisions and disbursements remain the responsibility of the Student Finance Department, under the supervision of the Vice President of Student Finance and Student Records. The position location must be in the PST or MDT time zone. Occasional overnight travel may be required. Continued employment depends on maintaining eligibility for National Student Loan Data System (NSLDS) access; all federal student loans must remain in good standing to maintain that access.

Requirements

At least two years of experience in financial aid or student finance.
Strong understanding of financial aid processes and student funding options.
Ability to manage performance using metrics, goals, and accountability.
Excellent communication skills, including the ability to explain complex financial concepts clearly.
Strong customer service skills and commitment to a positive student experience.
Excellent organizational skills, attention to detail, and ability to manage competing priorities.
Proficiency in Microsoft Office and student information systems.
Federal student loans must remain in good standing to maintain eligibility for NSLDS access; continued employment is contingent upon maintaining that eligibility.

Nice To Haves

Leadership or supervisory experience preferred.
Experience training, coaching, and developing staff strongly preferred.
Experience in a fast-paced, enrollment-driven environment preferred.

Responsibilities

Lead, supervise, and develop a team of Student Enrollment Advisors.
Design and implement structured onboarding and training programs for advisors.
Provide ongoing training in financial literacy, funding options, compliance, documentation accuracy, and student communication.
Conduct regular one-on-one coaching focused on performance, professional development, and accountability.
Promote ownership, responsiveness, and student-centered service.
Establish and monitor performance indicators, including response times, file completion timelines, interaction quality, documentation accuracy, and support for enrollment conversion.
Evaluate advisor performance through call reviews, file audits, and student feedback.
Identify skill gaps and implement targeted coaching and training plans.
Ensure advisors can clearly explain financial options to prospective and enrolling students.
Ensure students receive timely, accurate, and professional communication by phone, video, and in person.
Set and maintain service standards focused on clarity, empathy, and professionalism, and support a positive enrollment experience.
Serve as an escalation point for complex student financial questions and situations.
Monitor student financial files for accurate and timely completion before submission to Student Finance.
Track team performance and file progress using reporting tools and provide regular leadership updates.
Ensure student interactions, documentation, and related activities are accurately recorded in CNexus.
Review and validate reports, including lock-in reports and file tracking, for accuracy.
Ensure compliance with institutional policies and applicable regulatory requirements.
Partner with Admissions leadership to align financial advising with enrollment strategies.
Serve as a liaison among Admissions, Student Finance, and students.
Work with Student Finance leadership to clarify processes, address issues, and improve operations.
Manage team scheduling, time-off requests, and timekeeping accuracy.
Support hiring, staffing decisions, and employee performance management.
Participate in strategic initiatives supporting enrollment growth and student success.
Perform additional duties as assigned.