PRINCIPAL ACCOUNTABILITIES:

• Ensure the delivery of integrated support for financial aid, billing, registration and records

• Resolve escalated and complex student issues with empathy and professionalism

• Develop training and resources that empower staff to support students effectively

• Implement and manage service technologies (CRM, ticketing systems, self-service tools, knowledge bases) to improve efficiency

• Monitor and evaluate service delivery metrics, including student satisfaction, wait times and resolution rates

• Recommend and implement process improvements that enhance the student experience

• Partner with financial aid, registrar, bursar, advising and IT to align policies and processes

• Ensure consistent and clear communication with students through multiple channels (web, email, print, in-person)

• Collect and analyze data to measure effectiveness and identify opportunities of improvement

• Prepare regular reports for senior leadership with recommendations for policy and operational changes

CORE COMPETENCIES:

• High energy, enthusiasm, and passion for the work.

• Must be a team player with the ability to successfully multitask.

• This position requires excellent verbal, organizational and time management skills.

• Exceptional customer service skills and the ability to demonstrate good judgment.

• Capacity to learn and provide in-depth information and advice about the University and its programs.

• Ability to establish and maintain effective and harmonious work relations with students, faculty, staff, University officials and the public.

• Ability to communicate effectively both verbal and written thoughts, ideas and facts.

• Takes initiative to handle tasks and multi-tasks while demonstrating a high level of accuracy.

• Committed to providing quality assistance to a socio-economically diverse student population.

• Demonstrated ability to provide innovative responsiveness to problem-solving within a team environment.

• Process-oriented and able to prioritize and manage multiple tasks in a fast-paced environment.

• Can exercise good judgment when faced with difficult decision.

• Must be able to travel and work evenings and other times as deemed necessary for overall operations of the office.

• Assist in the daily operations of the office

• Ability to set priorities and manage multiple high-priority tasks simultaneously.

• Strong customer service skills

• Ability to maintain confidentiality and attention to detail are essential.

• Excellent interpersonal skills including the ability to listen and communicate in a professional and positive manner.

• Ability to establish and maintain harmonious and effective work relations with students, staff, faculty, and the public.

• MINIMUM REQUIREMENTS:

  • Masters degree in Higher Education, Student Affairs, Business administration or a related field

  • At least 7 years of progressively responsible experience in enrollment services, financial aid, registrar or other related fields

  • Proven leadership experience including managing cross-functional teams

  • Demonstrated ability to streamline complex processes and lead organizational change

  • Excellent communication, problem-solving and interpersonal skills

  • Commitment to equity, inclusion and student-centered services

  • Availability to work on campus full time

  PREFERRED QUALIFICATIONS:

  • Experience establishing or managing a One Stop Student Services model

  • Knowledge of federal and state regulations impacting financial aid, student accounts and academic records

  • Experience with service technology implementation (CRM, ticketing, chatbot or knowledge management systems)

  • Evidence of innovation practices in improving student experience