Student Financial Services Center Assistant Director; Lead Area: Student Funding

Position: Student Financial Services Center Assistant Director (Lead Area: Student Funding)
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Job Summary

The Division of Enrollment Management at CU Boulder invites applications for the Student Financial Services Center Assistant Director - (Lead Area: Student Funding) position! The Student Financial Services Center within the Enrollment Management division plays a key role in helping students achieve their educational goals. We provide proactive, accurate, and seamless financial guidance to support student success and campus operations, serving as a trusted source of expertise for students, families, campus partners, the community, and one another.

The Assistant Director of Student Financial Services Center (SFSC) is an inaugural role responsible for leading daily customer-facing operations with a specialization in financial aid advising while maintaining generalist knowledge across billing and scholarship services.

This position plays a critical role in shaping and stabilizing a centralized Student Financial Services (SFS) contact model, ensuring consistent, accurate, and student-centered service delivery across all channels. The Assistant Director provides hands-on operational leadership, directly supporting advising functions, resolving escalated student cases, and ensuring compliance with federal, state, and institutional regulations.

This role serves as a key operational leader and connector across the SFS unit and campus partners, overseeing daily customer-facing services, managing staff and a large Peer Team (student workers), and ensuring consistent, high-quality support for students and families. The Assistant Director maintains hands-on involvement in advising and awareness of financial aid processing, leads resolution of complex cases, and collaborates across Bursar, Financial Aid, Scholarships, and campus departments to ensure seamless service and alignment in processes and communication.

CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.

Who We Are

As one of only 35 U.S. public research institutions in the Association of American Universities (AAU), CU Boulder is about realizing the positive impacts of new knowledge.

From offering dozens of exciting programs in a range of academic fields, to serving as one of the world's most dynamic research and innovation hubs, to working closely through hundreds of public outreach efforts with communities across Colorado and the world, we take pride in helping our students, faculty, staff, and partners turn new insights into productive outcomes that change lives.

What Your

Key Responsibilities Will Be

SFSC Operations & Customer-Facing Service Oversight

* Lead daily operations related to advising, application support, and eligibility inquiries across all service channels.

* Ensure accurate interpretation and resolution of student financial aid information, including application status, verification requirements, aid eligibility, awarding, and disbursement processes.

* Monitor service delivery for quality, timeliness, and consistency across phone, email, and in-person interactions.

* Coordinate with campus partners (e.g., Bursar, Scholarships, Registrar, Housing, Health & Wellness) to resolve student financial aid and funding-related issues.

* Ensure compliance with FERPA, Title IV federal regulations, State of Colorado programs, and institutional policies in all customer interactions.

* Identify operational issues and implement process improvements to enhance financial aid service delivery and student experience.

Staff Supervision & Student Employee Management

* Supervise customer-facing professional staff and oversee student employee workforce.

* Provide coaching, training, and performance management to ensure high-quality service delivery.

* Ensure direct reports maintain compliance with state and federal regulations and University guidelines and that staff are trained to answer client questions in accordance with these rules, regulations, and guidelines in a courteous and timely manner through robust training.

* Develop staffing plans and schedules aligned to service demand and peak periods.

* Support onboarding and cross-training to build generalist capability across Bursar, Financial Aid, and Scholarship functions.

* Foster a collaborative, accountable, inclusive, and service-oriented team environment.

Counseling, Escalation Management, & Case Resolution

* Provide direct advising and support related to financial aid processes, eligibility, financing options, billing concerns, and student financial matters across all channels.

* Serve as a primary escalation point for Advisors and Senior Advisors, resolving complex student account and financial aid issues involving billing discrepancies, refunds, financial holds, appeals, and multi-office…