Director of Enrollment Services

Position Description Location needs to be PST or MDT.

The Director of Enrollment Services (DES) is a senior leader within the Enrollment Management division and reports directly to the Vice President of Enrollment Management. This role oversees, develops, and supports a team of Student Enrollment Advisors (SEAs) to provide accurate, timely, and student-centered financial guidance that supports enrollment and student persistence.

The Director ensures prospective and enrolling students understand their financial options so they can make informed decisions about the cost of education and available funding. This role is responsible for building a high-performing team through structured onboarding, ongoing training, performance coaching, and operational oversight.

The Director works closely with Admissions and Student Finance to align enrollment goals, compliance requirements, and the student experience.

This position does not award financial aid or approve funding plans. All financial aid decisions and disbursements remain the responsibility of the Student Finance Department, under the supervision of the Vice President of Student Finance and Student Records.

Duties and Responsibilities:

Leadership and Team Development:

Lead, supervise, and develop a team of Student Enrollment Advisors.
Design and implement structured onboarding and training programs to help advisors become proficient in their roles.
Provide ongoing training in financial literacy, funding options, compliance, documentation accuracy, and student communication.
Conduct regular one-on-one coaching sessions focused on performance, professional development, and accountability.
Promote a culture of ownership, responsiveness, and student-centered service.

Training and Performance Management:

Establish and monitor key performance indicators, including response times, file completion timelines, interaction quality, documentation accuracy, and support for enrollment conversion.
Evaluate advisor performance through call reviews, file audits, and student feedback.
Identify skill gaps and implement targeted coaching and training plans.
Ensure advisors can clearly and confidently explain financial options to prospective and enrolling students.

Student Experience and Service Quality:

Ensure students receive timely, accurate, and professional communication by phone, video, and in person.
Set and maintain service standards focused on clarity, empathy, and professionalism.
Support a seamless and positive enrollment experience.
Serve as an escalation point for complex student financial questions and situations.

Operational Oversight:

Monitor student financial files to ensure accurate and timely completion before submission to Student Finance.
Track team performance and file progress using reporting tools and provide regular updates to leadership.
Ensure all student interactions, documentation, and related activities are accurately recorded in CNexus.
Review and validate reports, including lock-in reports and file tracking, for accuracy.
Ensure compliance with institutional policies and applicable regulatory requirements.

Cross-Functional Collaboration:

Partner with Admissions leadership to align financial advising with enrollment strategies.
Serve as a liaison among Admissions, Student Finance, and students.
Work with Student Finance leadership to clarify processes, address issues, and improve operations.

Administrative Responsibilities:

Manage team scheduling, time-off requests, and timekeeping accuracy.
Support hiring, staffing decisions, and employee performance management.
Participate in strategic initiatives that support enrollment growth and student success.
Perform additional duties as assigned.

Job Qualifications and Skills:

Minimum of two years of experience in financial aid or student finance.
Leadership or supervisory experience preferred.
Experience training, coaching, and developing staff strongly preferred.
Strong understanding of financial aid processes and student funding options.
Demonstrated ability to manage performance using metrics, goals, and accountability.
Excellent communication skills, including the ability to explain complex financial concepts clearly.
Strong customer service skills and a commitment to a positive student experience.
Excellent organizational skills, attention to detail, and the ability to manage competing priorities.
Experience in a fast-paced, enrollment-driven environment preferred.
Proficiency in Microsoft Office and student information systems.
All federal student loans must remain in good standing to maintain access to the National Student Loan Data System (NSLDS).
Continued employment is contingent upon maintaining eligibility for NSLDS access.
Occasional overnight travel may be required.

Charter College

Director of Enrollment Services

About the Job