Associate Director, Outreach and Advising

Georgia Tech Office of Scholarships and Financial Aid (OSFA) 

Associate Director for Outreach and Advising 

The Office of Scholarships and Financial Aid seeks an experienced, collaborative, and innovative financial aid professional to lead our advising and outreach team. This associate director supervises five staff members who provide comprehensive advising to prospective and current students and their families. The position is part of the financial aid operations leadership team. The associate director stays current on all aspects of financial aid at Tech and contributes to problem-solving and process improvements. 

Key Responsibilities 

Ensure the advising team has the tools and guidance to deliver accurate, timely, and helpful information to students and families regarding all aspects of financial aid. 

Train and lead advising team on daily, weekly, and term-based processes. 

Create and run reports to monitor task completion, customer service quality, and response times. 

Analyze data to identify and proactively address potential barriers to receiving aid, especially for high-need students. 

Stay current on federal and state rules and regulations. 

Coordinate the review of student appeals. 

Promote proactive customer service to prevent escalations; handle escalations when they occur and train staff in resolution strategies. 

Communications and Outreach 

Represent Georgia Tech at events and deliver presentations. 

Collaborate with Undergraduate Admission to expand OSFA participation in outreach activities. 

Write and update content for the OSFA website and other media. 

Work with campus partners who support students. 

Coordinate closely with the OSFA call center. 

Qualifications and Skills 

Bachelor’s degree or equivalent combination of education and experience. 

Five to seven years of related experience. 

Experienced financial aid administrator with strong knowledge of financial aid programs, rules, and regulations. 

Strong technical skills and ability to use technology for problem prevention and resolution. 

Excellent verbal and written communication skills. 

Strong problem-solving and supervisory experience. 

Banner student information system experience preferred.