Associate Director, Student and Financial Advising

Student and Finance AdvisingRemote, United States


Position Summary:

The Associate Director, Student & Financial Advising is responsible for supporting the Director, Student & Financial Advising in directing the daily operations of the University’s Academic & Finance Advisor Team. The Associate Director leads a team of Academic & Finance Advisors and other supporting team members to help students to succeed in their academic programs and persist in their programs until graduation. The Associate Director is responsible for providing strong leadership and support of their team members through consistent one on ones, coaching, professional development through individualized plans, and interpretation of policies, procedures, and regulatory guidance. Is also accountable for outcomes and improvement of key metrics and service level expectations related to student success. 


Essential Functions:

  • Create a strategic vision, in collaboration with senior leadership, for annual goals and outcome-based projects.
  • Plans, organizes, oversees, and directs the daily operations of a team of Academic & Finance Advisors.
  • Continuously improves AFA communications through quality assurance activities and coaching techniques on live and recorded calls.
  • Develops and conducts training programs to improve AFAs’ technical and soft skills.
  • Provides mentorship, professional development, and coaching to each of their team members through individualized development plans, performance management, and ongoing 1:1’s.
  • Responsible for strategic planning to develop and implement short- and long-term strategies focused on improved student retention and student experience.
  • Ensures that team retention targets are achieved in alignment with the University’s retention goals.
  • Provides leadership and operational guidance to ensure effective AFA support of students as they progress in their courses/program.
  • Analyzes team data and metrics to determine and facilitate change, to meet organizational expectations and goals.
  • Uses business intelligence analytics, such as BIRST, to ensure team is maintaining expected service-level agreements.
  • Evaluates reporting to ensure contact expectations are met for student outreach via phone/email/text and follows up as needed.
  • Leads special projects as assigned to support continuous improvement initiatives, and collaborates with other university stakeholders across the organization as needed.
  • Evaluates internal audits and provides coaching as needed to ensure compliance with Title IV regulations.
  • Responsible for identifying, hiring, and retaining top talent.
  • Creates and maintains a culture of excellence and inclusivity through team activities, initiatives, and open communication.
  • Partners with academic leaders and Deans to evaluate key performance indicators within their school and identify areas for improvement.
  • Oversees accounts receivable for their team and ensures appropriate outreach for resolution of outstanding balances.
  • Ensures AFAs are documenting communications within the appropriate technology systems.
  • Tracks and monitors schedules and attendance of team members.
  • Administrates payroll and timecard reporting for team members.
  • Oversees the entire Student Services team of 75+ advisors in the absence of the Director.
  • Leads team meetings and participates in Student Services Leadership Team meetings.
  • Upholds the University standard of conduct and all other policies and procedures.
  • Identifies opportunities and recommends changes to improve the University.
  • Participates in training, continuous education, and leadership development activities to improve skill set.
  • Reasonable and consistent attendance to fulfill requirement of the position.
  • Other duties as assigned.


Supervisory Responsibilities:  Hire, train and develop Academic & Finance Advisors, Academic Advisors, Academic Counselors, and Team Leads.




Education & Experience:

  • Bachelor's degree required.
  • Master's degree preferred.
  • Minimum of five (5) years student services, advising, customer support, or related experience required.
  • Minimum of three (3) years of leadership experience preferred.
  • Experience in higher education preferred.
  • Experience working in a technology-driven enterprise preferred.
  • All skills, abilities and education will be considered for minimum qualifications.


Competencies/Technical/Functional Skills:

  • Knowledge of academic and business workings of a higher education institution.
  • Knowledge of financial aid processes and associated Title IV regulations
  • Knowledge of leadership principles and practices.
  • Ability to resolve conflict and performance manage team members as appropriate.
  • Ability to coach to improved development and skills.
  • Skill in verbal and written communication.
  • Ability to use and facilitate online communications.
  • Ability to problem-solve.
  • Ability to understand and interpret the needs of prospective students.
  • Ability to compute and comprehend rates, ratios, and percentages.
  • Ability to effectively present information and respond to questions from prospective students, University associates, licensing and accrediting agencies and the general public.
  • Ability to collaborate effectively with others.
  • Ability to build and motivate a team.
  • Excellent customer service and communication skills.
  • Demonstrated ability with enrollment information systems and web-based recruitment.
  • Strong analytical and critical thinking skills.
  • Proficient with Microsoft Word and other applications in the Microsoft Office Suite.

The National University System is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. As a network of nonprofit educational institutions, the System employs more than 3,300 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows for students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, the National University System is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.

The National University System offers a comprehensive benefits package, competitive salaries, and an opportunity to work in an innovative environment that supports diversity. It is our policy to provide equal employment opportunities for all applicants and employees. The System does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, ancestry, age, physical disability, mental disability, medical condition, family care status, veteran status, marital status, sexual orientation or any other basis protected by state of federal laws.