Director of Financial Aid Support and Student Experience

The Director of Financial Aid Support and Student Experience serves as the financial aid content owner and subject matter expert for student-facing financial aid information at Ivy Tech Community College. The position is accountable for ensuring that what students are told about financial aid—on the College’s financial aid web pages, in system-generated communications, and in responses to their questions—is accurate, current, compliant, and understandable. Working in partnership with the Systems Office Marketing and Communications team, the position supplies the financial aid expertise behind proactive outreach to current and prospective students. Working with the Financial Aid Systems team, it ensures financial aid offers and other automated communications are written in plain language. The position maintains the College’s financial aid consumer information disclosures, sets the standards and processes by which student electronic communications are answered, and supervises one or more Assistant Directors of Financial Aid Support who assist campus financial aid staff in responding to students.

Maintain the accuracy, currency, and accessibility of financial aid content on the College’s website, including the net price calculator, the financial aid artificial intelligence chatbot, and the financial aid video library, consistent with institutional web governance and brand standards. Ensure the College’s consumer information disclosures are complete, current, and compliant with federal requirements, and coordinate the annual review and republication of required disclosures. Serve as the financial aid subject matter lead for a proactive financial aid communications campaign reaching current and prospective students across the financial aid lifecycle, developed and delivered in partnership with the Systems Office Marketing and Communications team. Partner with the Financial Aid Systems team to ensure that financial aid offers, award notifications, tracking requirements, and other system-generated communications are accurate, plain-language, and understandable to students and families. Establish statewide standards, processes, and service expectations for responding to student electronic communications, including response-time targets, escalation paths, tone and accuracy standards, and quality review. Supervise one or more Assistant Directors of Financial Aid Support who assist campus financial aid staff in responding to student email and other electronic inquiries. Monitor volume, response time, and resolution outcomes for student electronic communications; report results regularly and use findings to improve content, systems, and staffing decisions. Develop and maintain templates, knowledge base content, and response guidance so that students receive consistent answers regardless of which campus or staff member responds. Provide training and ongoing guidance to campus financial aid staff on communication standards, tools, and required disclosures. Collect and analyze student feedback on financial aid communications and the student experience, and recommend improvements to content, technology, and process. Serve as a resource to campus financial aid directors on student communication, outreach, and consumer information matters, and coordinate statewide messaging during peak cycles and regulatory changes. Represent the Office of Financial Aid and Student Accounts on institutional workgroups related to student communications, enrollment, web governance, and student experience, contributing financial aid subject matter expertise. This is not to be construed as an exhaustive list. Other duties logically associated with this position may be assigned. All responsibilities will be conducted within the parameters of the Family Educational Rights and Privacy Act (FERPA), other applicable regulatory requirements, and professional standards. Supervision Received: Executive Director of Campus Financial Aid