Job Details

Assistant Director - Financial Aid Customer Experience

Position Number: 6519979
Location: Orem, UT
Position Type: Financial Aid

Assistant Director - Financial Aid Customer Experience

Salary: $58,725.00 - $69,088.00 Annually
Job Type: FT Exempt Salaried Staff
Job Number: FY2604867
Closing: 9/7/2025 11:59 PM Mountain
Location: 800 W University Parkway, Orem
Division: VP Student Affairs

Position Announcement

Utah Valley University is seeking an Assistant Director of Financial Aid Customer Experience who is committed to enhancing how students and families engage with financial aid services. Guided by the Director of Financial Aid, this role leads a dedicated team in delivering clear, accessible, and student-centered support that improves communication, streamlines service delivery, and strengthens overall satisfaction. The position plays a vital role in ensuring students have the resources and guidance they need to successfully navigate the financial aid process while maintaining compliance with all policies and regulations.

This is an exciting opportunity for a collaborative and service-driven professional to make a meaningful impact on the student experience. The successful candidate will apply strong leadership and problem-solving skills to create innovative solutions that meet the needs of a diverse university community, empowering students to achieve their academic goals with confidence and support.

Summary of Responsibilities

Direct the customer service operations of the Financial Aid and Scholarships Office, ensuring that all inquiries from students, families, and other stakeholders receive high-quality, timely, and accurate responses. Promote a collaborative and student-focused team environment dedicated to delivering outstanding customer care and support. Supervise and guide the financial aid customer experience staff, providing regular coaching, conducting performance evaluations, and facilitating professional development opportunities. Conducts the hiring and onboarding process for the customer experience team.
Use data-driven insights to inform decision-making and recommend strategic changes to enhance the financial aid customer experience. Collaborate with senior leadership and other departments to share insights on student and family needs and improve overall institutional processes related to financial aid.
Ensure that the financial aid office follows best practices, regulatory compliance, and institutional policies while maintaining a positive and supportive customer experience. Stay informed about changes in federal, state, and institutional financial aid regulations and ensure that all customer service practices are updated accordingly.
Oversee daily interactions via email, in-person, and virtual platforms, ensuring all inquiries are addressed efficiently and professionally. Serve as the point of contact for escalated or complex inquiries and provide resolution guidance. Perform other duties as assigned.

Qualifications / Licenses / Certifications

Graduation from an accredited college or university with a bachelor's degree in a directly related field and two years experience related to the Summary of Duties, OR a combination of education and/or experience totaling six years.

Knowledge / Skills / Abilities

Knowledge

Knowledge of federal regulations pertaining to financial aid including need analysis, eligibility assessment, verification, packaging strategies, loan awarding, default prevention, Federal Work Study, Return of Title IV, Gainful Employment, and evaluation of academic progress.
Knowledge of financial aid institutional policies and procedures.
Knowledge of computerized financial aid systems, preferably Banner.
Knowledge of computer applications such as word processing, spreadsheets, database, power point, internet tools, email systems, and other general computer skills.

Skills

High technical aptitude and skill in problem solving, technical troubleshooting, decision-making, and prioritizing.
Effectively uses interpersonal skills and communications skills, including tact, diplomacy, understanding, compassion and valuing all contributions, while maintaining adherence to policies.
Skills in leading a group of employees to accomplish common departmental and university goals.
Skills in making public presentations to large and small groups, and one-on-one.
Effectively using organizational and planning skills, with acute attention to detail, exacting accuracy, and follow-through.
Skills in maintaining confidentiality of work-related information and materials, including information from student records.

Abilities

Ability to work effectively with individuals from all different backgrounds.
Ability to analyze and solve problems in an effective and professional manner.
Shows initiative and has ability to effectively prioritize tasks to meet deadlines.
Ability to learn quickly.
Ability to effectively provide knowledge, training, and expertise to students, faculty, and staff.
Experience working in a team-oriented, collaborative environment.
Ability to gain and maintain access to federal student aid databases.
Ability to maintain confidentiality pertaining to all student records in compliance with federal and state regulations (i.e. FERPA, GRAMA, etc.).
Ability to effectively create, compose, and edit written materials.

EEO Statement:

UVU employment decisions are made on the basis of an applicant's qualifications and ability to perform the job without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age (40 and over), disability, veteran status, pregnancy, childbirth, or pregnancy-related conditions, genetic information, or other bases protected by applicable federal, state, or local law.

To apply, please visit https://www.schooljobs.com/careers/uvu/jobs/5061450/assistant-director-financial-aid-customer-experience

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