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Pay Grade; Manager 5

The Director of Financial Aid Information Services provides strategic leadership and oversight of all frontline financial aid functions across the college’s Financial Aid Offices. This role ensures consistent, accurate, and student-centered service in compliance with federal, state, and institutional regulations.

The Director manages daily operations, establishing service standards, improving processes, and supervises staff who serve as the primary point of support for students and families. This position plays a key role in enhancing the overall student experience, reducing barriers to access, and promoting equitable service delivery across all campuses and service channels.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.

- Develop, implement, and maintain a comprehensive customer service strategy across all financial aid office locations and service channels (in-person, phone, email, and virtual)

- Monitor and assess service quality using metrics to analyze Key Performance Indicators (i.e. response times, student satisfaction, and issue resolution), develop quality assurance processes, and ensure consistency

- Ensure Financial Aid Information Services staff are knowledgeable and provide accurate information in compliance with federal, state, and institutional regulations

- Maintain and update Financial Aid electronic information including the website and AI Agent

- Design and implement training including onboarding, ongoing, and cross-training to support staff development and service continuity

- Advise prospective, continuing, and reentering students including special populations and parents on financial aid programs, processes, and Satisfactory Academic Progress standards

- Provide vision, leadership, and direct supervision to financial aid information assistant staff including establishing and promotion clear expectations, performance standards, and accountability measures for customer service and productivity

- Oversee daily frontline operations, including staffing coverage, workflow management, and peak processing planning

Serve as a point of escalation for complex or sensitive student issues

Foster a collaborative, student-focused culture through regular communication and team management

Develop, document, and maintain standard operating procedures to ensure consistency across all locations

Collaborate with other financial aid functional areas and campus partners (Admissions, Advising, Financial Services) to ensure seamless service delivery

Maintain confidentiality and secure student records, data, and privacy

Lead continuous improvement initiatives to streamline processes, enhance student service delivery, and reduce barriers that impact the student experience

Represent the Financial Aid Office on institutional committees and initiatives related to student success and service delivery

Assist with student advising, outreach, and financial aid processing during peak periods, including occasional evening and weekend work

Stay abreast of financial aid regulations and policies of financial aid programs

Knowledge Skills and Abilities:

Knowledge of all federal and state financial aid programs

Ability to update our community partners of quickly evolving financial aid landscape

Ability to travel to other campuses to meet with staff, departments, students, when needed

Working knowledge of community college financial aid, admissions, and enrollment processes as well as support services

Knowledge of current technologies and virtual communication platforms, presentation creation, and web-based applications

Intermediate skills with Microsoft Office

Experience navigating Ellucian (Colleague), OnBase, and Self-Service, or similar Student Information Systems, platforms, and repositories

Excellent organizational skills

Excellent written and oral communication skills


Minimum Requirements:

Bachelor’s degree

Two years of experience working in a financial aid office

Two years of experience working with college students or special populations

Two years of supervisory and/or leadership experience

Valid Driver's license and approval required by the College’s liability insurance carrier


Preferences:

Leadership experience in Financial Aid in a Community College setting

As an equal employment opportunity employer, Wake Tech values our workforce. Wake Tech is committed to reaching students in every part of Wake County and rallying around them to go as far as their dreams, talents and resilience will take them. As an institution of higher education, we are committed to valuing the unique experiences of the Wake Tech community. We strive to be self-reflective of the kind of student body we represent and the culture we are building, and we care deeply about supporting each employee's professional growth.