Lead - Financial Aid

Overview

The Lead - Financial Aid supports the frontline delivery of financial aid services by acting as a key resource for staff, students, and campus partners. This role focuses on student-facing processes such as verification, SAP evaluation, and professional judgment requests, while also serving as a leader in ensuring consistent, compliant, and student-centered operations. The Lead supports the day-to-day work of the Financial Aid Specialists, assists with escalation and troubleshooting of complex cases, and partners with analysts and leadership on student facing process improvements and workflow updates.

This position is central to advancing accuracy, responsiveness, and high-quality service in financial aid delivery.

Lead - Financial Aid
Fox Valley Technical College

Job Category
:
Regular Support Staff

FVTC Worksite
:
Appleton Main Campus

Hours Per Week
: 40

The following duties are primarily performed and are essential for this position. Employees are expected to be able to perform each of these job duties satisfactorily to be qualified for the position. Other duties may be required and assigned.

• Assists with complex or escalated financial aid cases including verification, SAP appeals, dependency overrides and professional judgment requests.
• Provides direct support to students and families to resolve questions, clarify eligibility, and ensure accurate completion of financial aid processes.
• Model and reinforce a high standard of student service, ensuring accuracy, empathy, and compliance in all interactions.

• Serve as a lead resource for the Financial Aid Specialists, offering guidance on policies, procedures, and case resolutions.
• Lead training and onboarding for new staff and provide ongoing cross-training opportunities to strengthen consistency across the team.
• Maintain and update procedural documentation, training materials, and process guides for staff reference.

• Oversee the flow of frontline financial aid processes, such as verification, SAP, and professional judgment to ensure accuracy, consistency, and a positive student experience.
• Identify and address workflow issues or barriers that impact students or staff, recommending improvements that enhance efficiency and clarity.
• Partner with analysts and leadership to align day-to-day operations with system updates and regulatory changes while maintaining a student-centered approach.

• Ensure frontline financial aid processes comply with federal, state, and institutional regulations while maintaining a clear and student-friendly experience.
• Support quality assurance efforts by reviewing completed work for accuracy, consistency, and alignment with established procedures.
• Collaborate with analysts and leadership to identify opportunities to simplify or improve processes, enhance customer service, and strengthen compliance.

• Participate in professional development activities to stay informed of financial aid regulations and best practices.
• Support cross-departmental initiatives related to student success and financial wellness.

Education and/or Experience Requirements:

• Bachelor's degree in Business, Finance, Education, Student Services, or a related field required.
• Minimum of two to three years of progressively responsible experience in financial aid or higher education student services.
• Strong understanding of federal and state financial aid regulations, including verification, SAP, and professional judgment.
• Demonstrated experience providing staff training, procedural documentation, or process improvement leadership.
• Experience with Workday Student or similar student information systems preferred.

• Work will be completed in a hybrid environment, both in person and virtually.

Work environment may change based upon college needs.

• Sitting:
  This role requires extended periods of sitting while performing tasks and utilizing computer systems.
• Mobility:
  While much of the work is desk-based,…