Director, Financial Aid and Veteran Services | Durham Technical Community College - Military Veterans

Do Great Things! Durham Technical Community College is hiring a Director, in the Financial Aid and Veteran Services Department. The Director of Financial Aid and Veteran Services is responsible for the effective coordination, management, and oversight of all financial aid and veterans? services at Durham Technical Community College. This position plays a key role in delivering comprehensive financial aid programs and ensuring students receive timely and accurate assistance, including grants, loans, scholarships, and veterans? benefits. As the primary School Certifying Official (SCO) for Veterans Services, the Director will manage the veterans? services team and oversee a caseload of 5-10 assigned students. The Director also serves as the chair for the Veteran Affairs Advisory Group, leading to continuous process improvement and ensuring the office operates efficiently and in compliance with federal, state, and institutional guidelines. Coordination and Supervision of Financial Aid Processes: Oversee and manage the entire spectrum of financial aid processes, including FAFSA and institutional applications, document verification, award disbursements, and veterans? benefits. Resolve student financial aid issues and provide clear guidance on financial aid-related inquiries. Staff Supervision and Customer Service: Lead, supervise, and mentor financial aid staff to ensure exceptional customer service, accurate information dissemination, and timely processing of financial aid applications. Ensure staff respond promptly and courteously to telephone, email, and in-person communications, especially during high-demand periods. Student-Centered Workflow Implementation: Develop and implement student-centered workflows to streamline the disbursement of financial aid, ensuring that students receive timely awards and financial support with minimal delays. Technical Management and Process Optimization: Manage and coordinate the setup and technical support for the department?s financial aid modules in the Ellucian Colleague system. Troubleshoot operational issues, maintain current knowledge of mnemonics and processes, and leverage technology to improve efficiency and automation. Compliance and Reconciliation: Oversee the monthly reconciliation of financial aid disbursements, ensuring compliance with state, federal, and accrediting agency regulations. Provide accurate reconciliation statements to the Business Office and Vice President of Student Engagement, Development, and Support. Loan and Grant Management: Align the marketing and administration of grants and loans with the college?s goals to improve student retention, persistence, and academic success. Monitor student loan default rates and develop a comprehensive loan default management plan to protect federal funding. Website and Public Communication: Review and update the financial aid and veterans services content on the college website, ensuring the information is accurate, compliant with regulations, and reflects current cost of attendance and deadlines. Assessment and Continuous Improvement: Develop and evaluate student learning outcomes related to financial aid and veterans? services, utilizing data to assess effectiveness and implement process improvements. Participate in planning and decision-making for the department and division. Collaboration and Partnership: Foster collaborative relationships with internal departments (e.g., Business Office, IT, bookstore) and external stakeholders to ensure the effective delivery of services and continuous support for students. Student Workshops and Outreach: Organize and/or conduct workshops for prospective and current students, including orientations and information sessions to improve understanding of financial aid, satisfactory academic progress, and application processes. Professional Development and Training: Provide ongoing training for financial aid staff to keep them updated on federal regulations and best practices. Offer professional development opportunities for faculty and staff to enhance their understanding of financial aid processes and improve communication with students. Student Relations and Satisfaction: Ensure a positive, efficient, and satisfying interaction for students throughout their financial aid and veterans services experience, aiming for high levels of student satisfaction. Interdepartmental Communication: Maintain effective communication with student development and instructional managers to ensure the accuracy and timeliness of student information and services. FERPA Compliance and Security: Ensure the security and confidentiality of student financial aid records in accordance with FERPA, state laws, and institutional policies. Ongoing Professional Development: Stay current on developments in financial aid, Colleague/ERP systems, federal regulations, and best practices in higher education financial aid services. Data Management: Oversee the creation and management of databases, queries, spreadsheets, and communication tools that support the operations of the financial aid department. Performance Management: Supervise, evaluate, and provide coaching to financial aid staff, fostering a productive and supportive work environment. Staffing and Scheduling: Ensure that staffing levels and schedules align with the department?s needs, and assist staff with process execution and the implementation of new initiatives. Additional Duties: Take on additional responsibilities as assigned by the Vice President of Student Services, Vice President of Finance and Administrative Services; or the College President to meet the evolving needs of the college. Through visionary leadership and commitment to student success, the Director ensures that financial aid and veteran services are delivered effectively, equitably, and in alignment with Durham Technical Community College?s mission and values. Bachelor?s degree in higher education administration, business administration, student development, counseling, finance, accounting, or a field related to financial aid. Master?s degree preferred. Work Experience: A minimum of five years of progressive experience in financial aid services, including at least two years in a managerial role within a higher education environment.