Assistant Director, Client Services

Apply now Job no: 497123
Work type: Non-Classified/Professional
Location: Boise, ID
Categories: Management, 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

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.

Job Summary/Basic Function:

Responsible for assisting the Associate Director of Client Services in Financial Aid and Scholarships in supervision of daily processes. Oversight management of Customer Service Representatives, student financial aid lobby and financial aid call center. Develop objectives and recommend changes to existing processes and practices to increase accuracy of information and the office's efficiency and responsiveness in order to promote the highest level of customer service. Counsels, educates, and advises students, families, and the community on financial aid and scholarship information including 1:1, small group, and large group presentations and workshops. Exercises professional judgment to support financial aid processes. Supports general financial aid operations for the office.

Department Overview:

Be part of a group where the work is exciting and challenging, where everyone is needed to do their part. The Financial Aid and Scholarships Department of Boise State University is seeking to fill the role of Assistant Director, Client Services.

Level Scope:

Provides direct supervision typically to professionals or skilled technical employees at the entry or intermediate level. Functions as financial aid 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.

Essential Functions:
  • Advise and counsel students and families on the financial aid process, unique circumstances for individual applicants, and options for funding a college education
  • Evaluate and review financial aid awards, process documents, respond to student requests
  • Lead individual team of frontline staff members
  • Design and produce training programs for frontline staff members
  • Strategize and implement methods to raise client services to best practices and benchmarks
  • Identify the needs of the client services team
  • Mentor financial aid counselors, frontline staff members, and student employees
  • Oversee all aspects of the Satisfactory Academic Progress program, including review process after each semester, appeal processing, and training for appeals committee/academic advisors/department staff members/
  • Make independent adjustments to a student’s financial aid profile within federal and state regulations and the use of professional judgement.

Financial Aid Administration

  • Remain current on all federal regulatory requirements and program changes relative to all forms of aid for which students are qualified.
  • Manage Professional Judgment decisions on a case-by-case basis for students and/or families with unusual circumstances.
  • Establish and maintain positive working relationships with all members of the leadership team, campus departments, government agencies, and vendors.
  • Assist with regulation compliance review, audits, strategic planning, implementing initiatives, and department assessment activities.
  • Gather, assess, and analyze data to make recommendations for increased efficiencies
  • Collaborative planning for implementation of new student services, federal programs and regulations.

Financial Aid Counseling

  • 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.
  • Serve as a liaison between multiple stakeholder groups and is responsible for continuous communication and networking to share financial aid and scholarship information.
  • Contribute to public relations and outreach activities, including presentations, new student events, and admissions initiatives.

Team Supervision

  • Manage a team of customer service representatives 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.
  • Manage staff priorities, assignments and workload.
  • Educate and train new client services staff on scholarship and student financial aid policies and procedures.
  • Manage staff performance by providing regular feedback and completing annual performance evaluations.
  • Inspire, encourage and contribute new ideas for continuously improving client services.
  • Write and maintain policies and procedures.

Perform other duties as assigned

Knowledge, Skills, Abilities:
  • 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
  • Experience providing trainings, workshops, and/or presentations to groups of people
  • Interest, experience, and/or ability to promote cultural competence and/or diversity
  • Excellent written communications skills and attention to detail
  • Ability to interpret, gather, and assess data
Minimum Qualifications:

Bachelor’s degree or relevant experience, plus 5 years professional experience

Preferred Qualifications:

  • 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.
Salary and Benefits:

$55,660.80 annually. 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

Required Application Materials:

Resume and cover letter



Advertised: Mountain Daylight Time
Applications close: Mountain Standard Time

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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