Virginia Tech is a public land-grant university, committed to teaching and learning, research, and outreach to the Commonwealth of Virginia, the nation, and the world. Building on its motto of Ut Prosim (that I may serve), Virginia Tech is dedicated to InclusiveVT-serving in the spirit of community, diversity, and excellence. We seek candidates who adopt and practice the Principles of Community, which are fundamental to our on-going efforts to increase access and inclusion, and to create a community that nurtures learning and growth for all of its members. Virginia Tech actively seeks a broad spectrum of candidates to join our community in preparing leaders for the world.

Position Summary:
Reporting directly to the Associate Director of Client Services, this position is responsible for managing the superior customer service interactions that students, families, and campus partners have with Scholarships and Financial aid. Directly supervises five full-time Financial Aid Advisors. Ensures accurate information is provided in a timely and effective manner. Serves as a resource to staff and campus partners. Advises students and parents on the financial aid process at Virginia Tech. Participates in the development and implementation of short- and long-term goals that further the strategic plan and mission of Scholarships and Financial Aid and Virginia Tech. Coordinates with other Virginia Tech departments to implement and assess student-focused activities, programs, and services. Recommends changes in financial aid policy or procedures to benefit students based on trends identified via counseling interactions and data. Participates on standing departmental committees and various work groups. Ensures compliance with all federal, state, and local laws and regulations and university policies. Maintain up-to-date knowledge relevant to position responsibilities. Conducts recruitment, training, supervision, and oversees professional development and evaluation of assigned personnel. Participates in outreach activities, which will include those that occur outside of regular business hours. Availability to work outside regularly published business hours. Perform other duties, as assigned.

Required Qualifications:
Master's degree in finance, higher education, public administration or other relevant area or bachelor's degree and equivalent level training/experience; extensive customer service experience; experience making and communicating complex financial calculations; proficiency with current office computer software such as Word and Excel; experience with databases; demonstrated ability to interpret policies and procedures and apply judgment in making decisions and granting exceptions; ability to multi-task and successfully complete assignments while working under tight deadlines and stressful conditions; candidate must possess strong communication, administrative, interpersonal, and problem-solving skills; strong supervisory skills and the ability to motivate staff and manage a complex, high volume operation with a high degree of accuracy.

Preferred Qualifications:
Master's degree in finance, higher education, public administration; progressive financial aid experience, directly working with Federal Student Aid; experience with financial aid databases; experience with Banner; work experience with federal financial aid programs and knowledge of relevant federal regulations.



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