Assistant/Associate Director, Client Services

Apply now Job no: 496408
Work type: Non-Classified/Professional
Location: Boise, ID
Categories: Student Services, Financial Aid

About Us:

Boise State University, powered by creativity and innovation, stands uniquely positioned in the Northwest as a metropolitan research university of distinction. Learn more about Boise State and the City of Boise at https://www.boisestate.edu/about/

Boise State University is building an inclusive community of faculty and staff whose unique skills, cultural contributions, work history, and perspectives create a rich and rewarding academic experience for our students. Research demonstrates that people thrive when they feel welcome, respected, and inspired. We seek applicants who are committed to helping us achieve our vision of a diverse and inclusive community. Applications from members of historically marginalized groups, including women, BIPOC (Black, Indigenous, and People of Color), those with disabilities, members of the LGBTQ+ community, those who have served in the military, and members of other underrepresented communities are strongly encouraged.

Department Overview/Purpose

Financial Aid and Scholarships is advertising an open level role for the following positions:

Assistant Director of Client Services

Associate Director of Client Services

Job Summary/Basic Function:

The Assistant/Associate Director, Client Services, leads all aspects of the client services team, to include strategic planning, hiring, managing and developing employees, networking with on-campus and off-campus constituencies, and balancing student-centered services with adherence to federal regulations.

Responsible for the direction, stewardship and management activities involving all financial aid and scholarships. Includes strategic planning, managing and developing employees, and balancing student-centered services with adherence to federal regulations.

Level Scope:

Assistant Director, Client Services: Provides direct supervision typically to professionals or skilled technical employees at the entry or intermediate level. Functions as advisor to unit and administration and sets goals and objectives for team members for achievement of operational results. Analyzes and resolves problems through drawing from prior experiences. Interprets policies (e.g., fiscal management, HR, contracts and grants, resource management in defined areas) and demonstrates solid subject matter knowledge. Exercises judgment within defined procedures and policies to determine appropriate action. Supervises staff to assure accountability and stewardship of campus resources (operational, financial, and human) in compliance with departmental goals and objectives.

Associate Director, Client Services: Spends the majority of time (50% or more) achieving organizational objectives through the coordinated achievements of subordinate staff. Manages experienced professionals who exercise latitude and independence in assignments. Establishes departmental goals and objectives, functions with autonomy. Manages the accountability and stewardship of human, financial, and often physical resources in compliance with departmental and campus wide goals and objectives. Ensures subordinate supervisors and professionals adhere to defined internal controls with a focus on policy and strategy implementation. Manages systems and procedures to protect departmental assets and requires practical knowledge in leading and managing the execution of processes, projects and tactics within one area. 

 Essential Functions:   60% of Time the Position must focus on these essential functions with Applicable Oversight*:

Both Assistant and Associate Director, Client Services:

  • Manage a team with a focus on counseling students and families in person, via email, and via phone regarding all matters pertaining to accessing scholarships and financial aid from all sources.
  • Remain current on all federal regulatory requirements and program changes relative to all forms of aid for which students are qualified.
  • Maintains effective and comprehensive customer service amongst a fast-paced and engaged department with a high volume of contact from campus constituents.
  • Serve as a primary resource for information, research challenges and issues, communicate with appropriate constituents, and formulate options for resolution that ensure compliance with federal, state, and institutional laws, policies and regulations.
  • Manage Professional Judgment decisions on a case-by-case basis for students and/or families with unusual circumstances.
  • Supervise and manage client services staff. Manage staff priorities, assignments and workload.
  • Educate and train new client services staff on scholarship and student financial aid policies and procedures.
  • Serve as a liaison between multiple stakeholder groups and is responsible for continuous communication and networking to share financial aid and scholarship information.
  • Establish and maintain positive working relationships with all members of the leadership team, campus departments, government agencies, and vendors.

Associate Director, Client Services:

  • Educate and train new staff from other stakeholder areas on student financial aid policies and procedures.
  • Lead client services staff including strategic planning for client services, hiring employees and managing performance.

*At each level, “Applicable Oversight” means:

Assistant Director, Client Services: Moderate to Minimal oversight

Associate Director, Client Services: Minimal oversight

35% of the Time the Position must:

Both Assistant and Associate Director, Client Services:

  • Inspire, encourage and contribute new ideas for continuously improving client services.
  • Write and maintain policies and procedures.
  • Collaborative planning for implementation of new student services, federal programs and regulations.
  • Assist with regulation compliance review, audits, strategic planning, implementing initiatives, and department assessment activities.
  • Contribute to public relations and outreach activities, including presentations, new student events, and admissions initiatives.
  • Manage staff performance by providing regular feedback and completing annual performance evaluations.

Associate Director, Client Services:

  • Conduct regulation compliance reviews, internal audits, strategic planning, implementing initiatives, and department assessment activities.
  • Create, plan and implement public relations and outreach activities, including presentations, new student events, and admissions initiatives.

5% of Time the Position must:

  • Perform other duties as assigned
Knowledge, Skills, Abilities:

Assistant and Associate Director, Client Services:

  • General experience administering higher education financial aid services and programs
  • Ability to interact appropriately with students and co-workers in high stress situations
  • Evidence of strong counseling skills to assist students who have unique needs or exceptional circumstances
  • Supervisory skills and a general knowledge of personnel management
  • Ability to work under pressure and meet deadlines
  • Interest, experience, and/or ability to promote cultural competency and/or diversity
  • Excellent written communications skills and attention to detail

Associate Director, Client Services:

  • Significant experience administering higher education financial aid services and programs.
  • Ability to effectively problem solve and diffuse tense situations.
  • Demonstrated leadership skills and experience in the professional development and mentoring of personnel.
Minimum Qualifications:

Minimum qualifications at the Assistant Director level:

  • Bachelor's degree from an accredited college or university or equivalent professional experience.
  • Five (5) years of demonstrated experience in the administration of student financial aid; or any equivalent combination of education and/or experience from which comparable knowledge, skills, and abilities have been achieved.
  • One (1) year of managing people, teams and projects to achieve organizational goals.

Minimum qualification at the Associate Director level:

  • Bachelor's degree from an accredited college or university or equivalent professional experience.
  • Seven (7) years of demonstrated experience in the administration of student financial aid; or any equivalent combination of education and/or experience from which comparable knowledge, skills, and abilities have been achieved.
  • Five (5) years of managing people, teams and projects to achieve organizational goals.
Salary and Benefits:

Starting salary for the Assistant Director Level is $54,038.40.

Starting salary for the Associate Director Level is $65,478.40.

Boise State University is committed to offering a benefits package that provides health and financial protection plans as well as resources to promote health and well-being. Our program provides flexibility so you can choose the benefits that are right for you and your family. Learn more about our benefit options at https://www.boisestate.edu/hrs/benefits/.

Required Application Materials:

Resume, Cover Letter and References

 

 

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Equal Employment Opportunity
Boise State University is an affirmative action, equal opportunity employer. Boise State University is building a culturally diverse faculty and staff and strongly encourages applications from women, minorities, individuals with disabilities and covered veterans. As a federal contractor, the University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. View Boise State's complete Pay Transparency Policy Statement. If you require an accommodation to complete this application, please contact Human Resources at 208-426-1616
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Annual Security and Fire Safety Report