Associate Director, Office of Student Financial Assistance - Customer Service and Training

Full-time Monday - Friday

Northern Kentucky University is an Equal Opportunity/Equal Access institution. We embrace inclusiveness, equity, and global awareness in all dimensions of our work and seek excellence through diversity among our students, administrators, faculty, and staff. Application by members of diverse groups is encouraged.

The Associate Director of Customer Service and Training in NKU's financial aid office is responsible for providing managerial leadership to the Office of Student Financial Assistance customer service team. Key responsibilities include overseeing campus wide student employment, ensuring accurate information is disseminated to students, parents, and the campus community and that all outreach initiatives are adequately covered by financial aid team members. Additionally, this position will oversee staffing levels to ensure that the financial assistance service team is adequately staffed to meet service demands.

The Associate Director will lead office training, which includes onboarding new employees and conducting ongoing training, creating, updating, and maintaining training modules, maintaining all office publications (print and electronic) and updating correspondence, including verification worksheets, award letters, scholarship award offers, and other publications. The Associate Director will also be responsible for maintaining the office website and monitoring services of in-person, via email, phone, and walk-in traffic to support exceptional service.

Other responsibilities include developing talking points for call campaigns and financial aid inquiries and collaborating with the Associate Director of Compliance and Processing to identify training needs. Overall, the Associate Director of Customer Service and Training plays a crucial role in ensuring that the Office of Student Financial Assistance delivers exceptional customer service while maintaining compliance with all applicable regulations.