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Responsible for the coordination and delivery of optimum customer service to all students and constituents served. Supervises positions 00087, 00173 and 00824. Supervise the service delivered to the undergraduate and graduate financial aid applicant populations, in the local and On-line learning arenas. Works closely with Financial Aid Management & Enrollment Management leaders and team leaders to ensure efficient, accurate service while continuously seeking improvements. Responsible for managing specialized programs including state grants, VMSDEP, satisfactory academic progress, outreach, special university initiatives, and others requiring unique coordination efforts as assigned. Recommends and develops new office policies and procedures in response to changing regulations. Provides leadership by example in going the extra mile, making recommendations for improvement, providing exceptional courteous service and enthusiastically representing the Financial Aid and Enrollment Management areas in a public speaking role as requested. Serve as liasion to CARS (call center team) to ensure training and policies and regulations are adhered. Serve when needed as one of the Financial Aid essential personnel in emergency or critical situations as deemed necessary by the supervisor.