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Assistant Director for Client Services

Position Information

Position Information

Working Title: Assistant Director for Client Services
Faculty Rank: Lecturer
Role Title: Professional Faculty
Posting Number: AP0180044
About Virginia Tech:

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.

Employment Conditions: Must have a criminal background check
Must have a conviction check: Yes
Describe Other:
Employment Comments:

As a condition of hire and continued employment, must be in good standing on all federal student loans and must grant permission for office to access NSLDS to verify such standing.

How to Apply for this Job:

Applicants must complete the online faculty application at You must include with the faculty application, a cover letter, resume, and list of three references.

Employee Category: Administrative and Professional Faculty
Appointment Type: Regular
If restricted or temporary, enter end date:
FLSA Status: Exempt: Not eligible for overtime
Tenure Status: Non-Tenure Track
Academic Year or Calendar Year: Calendar Year
Percent Employment: Full-time
If part time, enter Percent Time:
Pay Range: $43000 - $45000
Location: Blacksburg
Department: University Scholarships & Fin Aid
Location, if not Blacksburg:
Location Zip Code: 24061
Work Schedule: 8 - 5, M - F
Job Posting Date: 03/13/2018
Review Begin Date: 04/12/2018
Job Close Date:
Restricted to university employees only? No
Equal Opportunity/Affirmative Action Statement:

Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, gender, gender identity, gender expression, national origin, political affiliation, race, religion, sexual orientation, genetic information, or veteran status; or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees, or applicants; or any other basis protected by law.

For inquiries regarding non-discrimination policies, contact the executive director for Equity and Access at 540-231-2010 or Virginia Tech, North End Center, Suite 2300 (0318), 300 Turner St. NW, Blacksburg, VA 24061.

Reasonable Accommodation Statement:

If you are an individual with a disability and desire accommodation please contact the hiring department.

Quick Link:

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How did you first learn about this job opening?
    • Chronicle of Higher Education - online
    • Chronicle of Higher Education - print
    • Higher Ed Jobs (
    • Higher Education Recruitment Consortium - HERC (
    • Diverse Jobs (
    • Insight Into Diversity (
    • Indeed (
    • Roanoke Times Online (
    • Commonwealth of Virginia Jobs (
    • Virginia Tech job site (
    • Facebook
    • LinkedIn
    • Twitter
    • Job Fair (please describe below)
    • Journal (please describe below)
    • Listserv (please describe below)
    • Newspaper - print (please describe below)
    • Professional Conference (please describe below)
    • From a friend/acquaintance not associated with Virginia Tech (please name below)
    • From a Virginia Tech employee/representative/recruiter (please name below)
    • Veteran related event/site (please describe below)
    • Virginia Employment Commission - VEC
    • Other Virginia Tech affiliated website (please describe below)
    • Other job board such as Simply Hired, Career Builder, etc. (please describe below)
    • Other - Not listed (please describe below)
  2. Please describe recruiting source identified in previous question (if applicable):

    (Open Ended Question)

Required Documents

Required Documents
  1. Resume/Curriculum Vita
  2. Cover Letter
  3. List of References
Optional Documents