Director of Financial Aid Information Services

Wake Technical Community College (Wake Tech) is a prominent institution dedicated to delivering high-quality education and fostering student success across Wake County. As an equal employment opportunity employer, Wake Tech embraces diversity and values the unique experiences and talents of its community members. The college is committed to supporting the professional growth of its employees while providing students with accessible, equitable educational opportunities that empower them to reach their full potential. Known for its comprehensive academic programs, innovative learning environments, and robust support services, Wake Tech plays a vital role in the educational landscape of North Carolina. This commitment is reflected in the college's continuous efforts to improve operational efficiency, student engagement, and service delivery through collaborative and inclusive leadership.

The role of Director of Financial Aid Information Services at Wake Tech is a leadership position classified under the Manager 5 pay grade. This role provides strategic oversight and operational management of all frontline financial aid functions across multiple Financial Aid Offices on campus. The Director is responsible for ensuring that the institution delivers consistent, accurate, and student-centered financial aid services in adherence to federal, state, and institutional regulations. This position is pivotal in enhancing the student experience by reducing barriers to access and promoting equitable service delivery across various channels, including in-person, phone, email, and virtual platforms.

In this capacity, the Director of Financial Aid Information Services directs daily operations, develops and enforces service standards, and leads continuous improvement initiatives to streamline student service processes. Additionally, this role requires supervising and supporting Financial Aid Information Services staff, who serve as the primary point of contact for students and families. The Director ensures that staff are well-trained and well-informed, providing accurate financial aid information and advising to prospective, continuing, and reentering students, including special populations and their parents. Maintaining high-quality customer service is achieved by utilizing Key Performance Indicators to monitor response times, student satisfaction, and resolution effectiveness.

Further responsibilities include maintaining electronic financial aid information resources such as the college website and AI Agent, fostering a collaborative and student-focused culture among staff, and managing staffing coverage and workflow during peak processing periods. The Director also collaborates closely with other campus departments, such as Admissions, Advising, and Financial Services, to ensure seamless service delivery. The position requires managing sensitive student records with confidentiality and security, responding to complex student issues, and occasionally providing direct financial aid support during peak times.

Success in this role demands a comprehensive understanding of financial aid programs, policies, and compliance standards, along with experience in supervisory and operational leadership within a community college or higher education environment. The Director must stay abreast of evolving financial aid regulations while being adept with technology platforms relevant to financial aid and student information systems. This leadership role offers a dynamic and impactful opportunity to shape the financial aid landscape at Wake Tech, contributing directly to student success and the college's mission of accessible education.