Associate Director of Client Services

Summary of Purpose

The Associate Director, Client Services plays a critical leadership role in creating a student-centered front-line support team within the Student Financial Resources and Scholarships Office. This position is responsible for fostering an environment where every student receives clear, compassionate guidance about their financial aid. The supervisor ensures that staff effectively support students and help them navigate complex financial aid processes and fully understand the programs and resources available to them. By modeling service excellence and consistent communication, the supervisor helps build trust and confidence in the financial aid experience, ultimately contributing to student success.

Note: This is an on-campus student services position with some hybrid/remote work schedule flexibility.

Typical Duties

This description is intended to indicate the types of duties and responsibilities requested of the employee assigned this title. It is not intended to be an exhaustive list of all the duties and responsibilities that may be required:

1. Supervise and support Financial Aid Client Services Staff at all campuses.
2. Create and execute consistent training, coaching and professional development to ensure service excellence and adherence to policies, procedures and expectations.
3. Develop, implement and maintain appropriate policies and procedures.
4. Assign work schedules and monitor performance for front-line staff and managers.
5. Monitor and manage emails, calls, chats, appointments, and student inquiries for accuracy and timely responses.
6. Design and execute consistent team communication using multiple channels.
7. Serve as a resource and manage escalated student concerns and exception requests.
8. Interview, hire and train financial aid client services staff.
9. Analyze trends to improve operational efficiency, service and student outcomes.
10. Recommend enhancements to improve workflow, technology use, and student satisfaction.
11. Foster a culture of student-centered service and support.
12. Develop and manage communication to students, family, community and external partners.
13. Maintain working knowledge of all federal and state rules and regulations governing the administration of financial aid.
14. Manage financial aid programs.
15. Oversee file processing/verification for student loans, Federal Work-Study, scholarships and grants.
16. Support outreach efforts including financial aid nights, workshops, and orientations.
17. Coordinate college-wide staff training on financial aid student support.
18. Prepare reports, manuals, job aids and other written material and documentation.
19. Work collaboratively with other departments to support effective service and student success.
20. Serve as an active member of the Financial Aid Administrative and Compliance Team.
21. Serve as active member of the Michigan Student Financial Aid Association (MSFAA) Legislative Committee.
22. Participate in college committees, professional development, and community partnerships.
23. Performs other job-related duties as assigned.

Knowledge and Skills Required

• Demonstrated leadership qualities and a customer-service focus
• Outstanding people relationship skills required
• Excellent written and verbal communication
• Knowledge of federal and state financial regulations and processes
• Excellent interpersonal skills and the ability to work with college departments to obtain and maintain accurate information for students
• Ability to set priorities, manage time effectively, and handle multiple responsibilities simultaneously
• Strong organizational skills and attention to detail.
• Knowledge of accounting practices and principles
• Knowledge of computer software/systems, as they pertain to financial aid
• Demonstrated computer experience (e.g., Microsoft Office including Word, Excel, Access, etc.)
• Demonstrated ability to work with a diverse student population in a fast-paced environment

Minimum Education and Experience