Job Listings

Associate Director for Student Services and Outreach

Appalachian State University
Job Location:
Boone, North Carolina
Financial Aid
Boone, NC

Faculty Rank: No

Provide Rank: N/A

Position Number: 080611

Department: Office of Student Financial Aid & University Scholarships - 240500

Description of University

Appalachian State University, in North Carolina's Blue Ridge Mountains, prepares students to lead purposeful lives as global citizens who understand and engage their responsibilities in creating a sustainable future for all. The transformational Appalachian experience promotes a spirit of inclusion that brings people together in inspiring ways to acquire and create knowledge, to grow holistically, to act with passion and determination, and embrace diversity and difference. As one of 17 campuses in the University of North Carolina system, Appalachian enrolls about 20,000 students, has a low student-to-faculty ratio and offers more than 150 undergraduate and graduate majors.

Minimum Qualifications
  • A Bachelor's degree is required from an accredited college or university.
  • At least three years of general administrative experience involving public contact in higher education is also required.
  • This position requires excellent oral and written communication skills.
  • A highly organized individual able to multitask and who is detail-oriented is vital to being successful in this role.
License/Certification Required


Preferred Qualifications
  • Experience managing a customer service team is preferred.
  • Master's degree preferred, especially in enrollment management, higher education, or student services administration/leadership.
  • Three years of financial aid experience at the level of a counselor or higher.
  • Experience with automated financial aid delivery systems (Banner/ FAMS/ SCT) is preferred, familiarity with Document Imaging Systems (DocuWare) and/or Ticketing Systems ( OTRS) is preferred, as is familiarity with report writing tools, such as BRIO, PL/ SQL, or Web Focus.
Essential Duties and Responsibilities

The Associate Director for Student Services and Outreach is responsible for managing staff that provides customer service for prospective and enrolled students and parents. This Associate Director is charged with providing proactive communication and training team members so that they can deescalate concerns with a focus on finding solutions.

Duties and responsibilities of the position include but are not limited to the following:
  • Communicates regularly and supports all university/professional colleagues and community members.
  • Oversees and ensures the accurate, compliant, effective, and efficient operation of the following areas within the Office of Financial Aid and Scholarships: call center, reception, communications, outreach efforts, and financial aid counseling services.
  • Supports the implementation and updates of federal, state, institutional, and private financial aid programs.
  • Establishes and manages employee performance standards and evaluations.
  • Coordinates/supports the training and development needs of all customer service staff.
  • Responsible for supervising, training, and evaluating staff within the purview.
  • Serve as part of the office management team, and supports in all management responsibilities. Works with the other Associate Directors to establish parameters for timely and accurate processing, reporting, and reconciliation.
The Division of Enrollment Management is committed to seeking and sustaining a culturally and ethnically diverse University community that is inclusive of all individuals and groups. Successful candidates will demonstrate leadership and innovation in advancing diversity and dedication to recruiting and serving students with diverse needs, backgrounds, ethnicities, abilities, and other distinct characteristics in respectful, sensitive, and understanding ways.

Type of Position: Full Time Position

Staff/Non-Faculty: Staff/Non-Faculty

Appointment Type: 1.0

Work Schedule/Hours
Mon.-Fri., 8:00 a.m. -5:00 p.m. eastern time; some night and weekend work required

Number of Hours Per Week: 40

Number of Months Per Year: 12

Mandatory Staff: No

Suggested Salary Range: $60,000 to $68,000

Physical Demands of Position

Typical physical demands of professional position within university office area.

Posting Date: 10/07/2021

Open Until Filled: Yes

Evaluation of Applications Begins

Proposed Date of Hire: 01/03/2022

Special Instructions to Applicants

Please attach required documents:
Cover Letter and Resume.

List a minimum of 3 professional references in the application or attach a List of References with Contact Information

Search Chair Name
Wesley Armstrong

Search Chair Email

Disability Accommodation Information

Individuals with disabilities may request accommodations in the application process by contacting Maranda Maxey, Director & ADA/504 Coordinator, at 828-262-3056 or

AA/EEO Statement

Appalachian State University is an Affirmative Action/Equal Opportunity Employer. The University does not discriminate in access to its educational programs and activities, or with respect to hiring or the terms and conditions of employment, on the basis of race, color, national origin, religion, sex, gender identity and expression, political affiliation, age, disability, veteran status, genetic information or sexual orientation.

Director of Human Resources/ EEO Officer
Office of Human Resources
330 University Hall Dr.
Boone, NC 28608
(828) 262-3187
Director of Title IX Compliance/Title IX Coordinator
Office of Title IX Compliance
123 I.G. Greer Hall
Boone, NC 28608
(828) 262-2144
ADA/504 Coordinator & Office of Disability Resources Director
Office of Disability Resources
224 Joyce Lawrence Lane/Suite 112 Anne Belk Hall
Boone, NC 28608
(828) 262-3056

Diversity and Inclusion at Appalachian

We at Appalachian State University are committed to diversity, equity, and inclusive excellence both locally and globally.

We understand that the successful implementation of diversity, equity, and inclusive excellence is the responsibility of the entire university community, including alumni and official university governing bodies. A diverse campus community supports an influx of broad and distinct ideas that increase learning opportunities and strengthen the impact of our community as we work collectively to achieve a just experience for all.

We actively encourage, support, and promote a global mindset and an equitable environment where all will know that they belong and are safe to express their culture, identity, values, ideas, opinions, and creativity. We are committed to creating a culture of equity opportunity for all, one that has an expectation of fairness, justice, and equity-minded practice at all levels of the university community.

Background Check Statement

Any offer of employment to a successful candidate will be conditioned upon the University's receipt of a satisfactory criminal background report.

Eligibility for Employment

Proper documentation of identity and eligibility for employment will be required before the hiring process can be completed.

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