Associate Director for Financial Aid Training and Staff Development

The Office of Scholarships and Student Aid works to ensure that qualified students have the opportunity to study at the University of North Carolina at Chapel Hill regardless of their ability to pay. The office serves students at all levels, including graduate and professional school students and coordinates all student financial support for the campus. The office assists in the recruitment, retention and success of students while maximizing available funds, exercising good stewardship of those funds, and performing related research, analysis and program evaluation in support of long-range enrollment and campus goals. In addition, the office provides academic and co-circular support services for scholarships, provides financial literacy and educational tools, and partners with faculty and other student success areas across campus to provide excellent service to low- and middle-income students and other scholarship recipients. The work of the office is public in nature and closely scrutinized by students and their families, lawmakers, faculty and staff at the University, and by the media (local, regional, and national).

The Office of Scholarships and Student Aid is seeking an Associate Director for Financial Aid Training and Staff Development to lead the development, coordination, and delivery of comprehensive training and professional development programs for staff across the office. The Associate Director serves as the office-wide training leader and collaborates with Heels Hub One Stop partners to promote consistent, accurate, efficient, and student-centered service. The position serves as a subject matter expert in financial aid policies, procedures, systems, and regulatory requirements and ensures staff have the knowledge, resources, and tools needed to effectively administer financial aid.
The Associate Director designs, implements, and evaluates training programs that include new employee onboarding, ongoing professional development, role-specific training, and education related to changes in federal, state, institutional, and operational requirements. The position develops and maintains training materials, process guides, job aids, and reference resources and translates complex regulatory and policy changes into clear, actionable training and communications. The Associate Director assesses training needs, identifies knowledge gaps, and applies adult learning and instructional design principles to support staff development and operational effectiveness.
The Associate Director provides direct supervision and leadership to financial aid processing staff, including staff development, workflow management, performance expectations, and operational improvement. The position assists with establishing processing standards, evaluating business processes, and implementing strategies that improve accuracy, efficiency, consistency, and the student experience. The Associate Director works closely with leadership, program teams, Heels Hub partners, and campus stakeholders to strengthen service delivery and ensure staff are prepared to manage complex financial aid processes.
The Associate Director oversees summer financial aid administration, including the development, implementation, and evaluation of summer awarding processes. Responsibilities include coordinating awarding practices, developing budgets and resource projections, ensuring compliance with applicable requirements, and collaborating with campus partners to support successful summer enrollment and financial aid administration.
The Associate Director applies advanced knowledge of federal, state, and institutional financial aid regulations to advise on complex student situations, including enrollment changes, eligibility considerations, professional judgment, unique circumstances, and policy interpretation. The position may assist with escalated student concerns and provide recommendations that balance student support, compliance, institutional policy, and operational needs.
The Associate Director provides professional consultation and support to office leadership and contributes to strategic initiatives that strengthen training, communication, knowledge management, and financial aid operations. The successful candidate will demonstrate strong knowledge of financial aid administration, leadership and supervisory skills, exceptional communication and organizational abilities, and experience designing and facilitating adult learning. The position requires the ability to translate complex information into effective training and operational practices that support staff success, regulatory compliance, operational excellence, and positive student outcomes.

Relevant post-Baccalaureate degree required (or foreign degree equivalent); for candidates demonstrating comparable independent educational or instructional activities associated with the delivery and/or management of student support functions, will accept a relevant Bachelor’s degree (or foreign degree equivalent) and at least 1 year of relevant experience in substitution.

• Knowledge of financial aid policies, procedures, and regulations, preferably in a higher education setting.
• Experience supervising, coaching, and developing staff, with demonstrated leadership skills.
• Experience developing and delivering training, curricula, and professional development programs.
• Strong oral and written communication, interpersonal, organizational, and problem-solving skills.
• Ability to manage multiple priorities, work independently and collaboratively, and perform effectively in a high-volume, fast-paced environment.
• Strong commitment to providing professional, friendly, and student-centered service.
• Proficiency with Microsoft Office and standard business technology.

• Extensive experience in financial aid administration within a college or university setting.
• Experience with federal Title IV regulations, professional judgment, verification, awarding, and complex eligibility issues.
• Demonstrated experience designing and evaluating training programs using adult learning and instructional design principles.
• Experience leading process improvement, change management, or operational initiatives in a higher education environment.
• Experience working in a shared-services, one-stop, or cross-functional student services model.
• Experience with financial aid management systems and student information systems, preferably Banner or similar platforms.
• Experience developing training resources, standard operating procedures, job aids, and knowledge-management materials.
• Experience managing summer financial aid programs and related awarding and enrollment processes.
• Experience using data, assessment, and feedback to evaluate training effectiveness and improve staff and operational performance.