"Associate Director of Counseling Services & Special Programs"

Job Description

Responsible for the coordination and delivery of optimum customer service to all students and constituents served. Supervises positions 00087, 00173 and 00824. Supervise the service delivered to the undergraduate and graduate financial aid applicant populations, in the local and On-line learning arenas. Works closely with Financial Aid Management & Enrollment Management leaders and team leaders to ensure efficient, accurate service while continuously seeking improvements. Responsible for managing specialized programs including state grants, VMSDEP, satisfactory academic progress, outreach, special university initiatives, and others requiring unique coordination efforts as assigned. Recommends and develops new office policies and procedures in response to changing regulations. Provides leadership by example in going the extra mile, making recommendations for improvement, providing exceptional courteous service and enthusiastically representing the Financial Aid and Enrollment Management areas in a public speaking role as requested. Serve as liaison to CARS (call center team) to ensure training and policies and regulations are adhered. Serve when needed as one of the Financial Aid essential personnel in emergency or critical situations as deemed necessary by the supervisor.

Knowledge, skills and abilities

• Considerable in-depth knowledge of financial aid regulations.
• Comprehensive knowledge of standard 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.
• Demonstrated ability to coordinate multiple projects, make workflow decisions and manage large complex projects independently.
• Demonstrated ability to maintain service in a high volume, intense public contact and processing environment.
• Demonstrated ability to provide individualized assistance to appropriately meet specific customer needs.
• Demonstrated ability to develop policies and procedures and deliver effective training to staff.
• Demonstrated ability to make accurate decisions concerning financial aid awards.
• Demonstrated ability to analyze and to interpret complex program regulations and to articulate them to internal and external constituencies.

Special licenses, registration or certification

N/A

Education or training

N/A

Level and type of experience

Considerable supervisory and counseling services experience in a large university financial aid office serving undergraduate and graduate, traditional and non-traditional students.

Additional Considerations (supplemental knowledge, skills, abilities, education, experience, licensure, certification)

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

Conditions of Employment

Given the nature of the positions in Student Engagement & Enrollment Services that provide support to student services and/or student-centered programs, the employee occupying this position may be required to work during a university closing as directed by his or her supervisor. These instances may include working from a remote location (i.e. telework, etc.). This is a full time, on campus position located in Norfolk, VA, working a traditional work week. Annual Salary/Hourly Rate: Salary commensurate with education and experience.