Military Student Services Team Lead

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The Military Student Services Team Leader is responsible for supporting the daily operations and workflow of the VA Active Advisors, VA COE Financial Aid Student Advisor, and VA COE Financial Aid File Administrator teams. This role assists in the planning, development, and administration of services, policies, programs, and activities that promote access to higher education in alignment with the university’s mission and strategic outcomes. The Team Leader also supports the review of the efficiency and accuracy of the university’s current systems and practices.

This position facilitates training for new hires, guides team members through complex scenarios, and provides ongoing coaching and mentorship. The Team Leader plays a key role in driving team performance and ensuring alignment with departmental and institutional goals.

Essential Duties and Responsibilities:

• Serve as a University ambassador by demonstrating integrity, professionalism, and a commitment to exceptional service aligned with institutional mission and values.
• Ensure compliance with all federal, state, and institutional financial aid regulations by overseeing policies, procedures, daily operations, and audit outcomes related to VA Active Advising and VA Change of Enrollment and Re‑entry.
• Assist with the strategic oversight of Military Student Services operations, ensuring accurate, timely communication with students regarding financial aid and Veteran Benefits, and full compliance with federal, state, VA, and institutional regulations.
• Lead, support, and develop staff through workforce planning, interviewing, hiring, onboarding, training, scheduling, performance management, coaching, recognition, and corrective action in partnership with Human Resources and Leadership.
• Assist with daily workflow distribution and execution, ensuring quality, accuracy, and timely resolution of errors through auditing, floor support, and continuous improvement initiatives
• Assist in the creation, maintain, and communication of approved policies, procedures, and training materials to ensure operational consistency and staff readiness.
• Assist in analyzing workflow performance, service metrics, and internal/external data to identify trends, measure outcomes, and report actionable insights to Leadership.
• Assist in driving innovation and efficiency through the identification, recommendation, and implementation of process improvements within VA Active Advising and VA Change of Enrollment (Advising and Administrators) and Financial Aid operations.
• Assist in maintaining subject‑matter expertise through required training and proactively partner with Leadership on compliance concerns and regulatory impacts.
• Serve as the primary point of contact for VA Active and COE Advisors and VA COE File Administrators, addressing inquiries, resolving issues, and providing guidance.
• Promote a positive team environment through motivation, coaching, and support of team members
• Collaborate cross‑functionally with internal teams and departments to enhance service delivery, resolve systemic issues, and support daily and long‑term organizational goals.
• Maintain operational continuity by facilitating team meetings, providing real‑time guidance, delivering workflow and training updates, and performing advisor or processing functions when necessary.
• Assist in leading the team in achieving departmental and institutional goals through clear direction and accountability.
• Assist leadership with the implementation with departmental initiatives.
• Support management with special projects and additional tasks as needed.

Other Responsibilities:

• Maintain required system access (e.g., NSLDS) and strict confidentiality in compliance with FERPA and institutional standards.
• Adhere to University policies, attendance expectations, and accessibility standards while demonstrating commitment to organizational values.
• Consult with Leadership to research, address, and advise on compliance concerns, as needed.
• Participate in and facilitate meetings, projects, training sessions, and other duties as assigned to support departmental and institutional objectives.
• Overseeing the counseling and processing of all students who endeavor to change their degree program or elect to re-enter after withdrawal.
• Work environment must be free of distractions and maintain FERPA standards.
• Assist with External Audit(s) process as requested.
• Any other tasks, projects or duties as assigned.

Supervisory Responsibilities:  No

           

Competencies:

• Professional, approachable leader with excellent written, verbal, and interpersonal communication skills; proven commitment to high quality customer service.
• Have a solid background in Financial Aid with a comprehensive knowledge of VA benefits, Title IV aid in higher education and work within the scope of Financial Aid regulations.
• Demonstrates sound judgment and discretion when handling sensitive, confidential, and compliance driven matters.
• Able to manage competing priorities and deliver accurate, responsive service in a fast paced, deadline driven environment.
• Strong analytical, decision making, and problem solving capabilities, with keen attention to detail.
• Effective coach and mentor, adaptable to diverse learning styles and skill levels.
• Skilled in analyzing, interpreting, and clearly communicating operational and performance data.
• Confident in addressing escalations, resolving complaints, and navigating difficult conversations.
• Comfortable communicating with both small and large audiences.
• Highly organized, self directed, adaptable, and collaborative; works effectively within team environments.
• Knowledge of CampusVue, the National Student Loan Database, and Common Origination and Disbursement.
• Shows accountability in driving team performance and continuous improvement.
• Works both independently and collaboratively, serving as a reliable resource for team members.

Education and/or Experience:

• Bachelor’s degree plus two years of experience in a customer service position, or equivalent combination of experience and education
• Must be in good standing in all Federal Title IV programs and remain current with federal, state, and institutional financial aid regulations

Certificates, Licenses, Registrations:  

• N/A

Computer/Equipment Skills:

• Proficiency using software programs such as MS Word, Excel, Outlook, and Powerpoint
• Experience using systems and website such as Salesforce, CampusVue, NSLDS, COD, CPS

Environmental Factors/Physical Demands:

Work is performed in an office environment at a computer desk for long periods of time for the majority of the workday. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; access, input and retrieve information from the computer system; and enter alpha-numeric data into a computerized system often while listening on the telephone. May be subject to bending, reaching, kneeling, stooping, and lifting up to thirty (30) pounds.

Full Sail is an Equal Opportunity Employer.