Assistant Director of Customer Service
Diversity Statement:
The University is especially interested in candidates who can contribute to the diversity and excellence of the institution. Applicants are required to include in their cover letter information about how they will further this goal.
Posting Summary:
Develop, design, and implement plans for staff training, scheduling, and workload assignments to ensure the delivery of exceptional customer service to students, parents, and the campus community regarding all aspects of student finances. Prepare financial aid awards and monitor SFS staff financial aid packaging activities to maintain accuracy and ensure the development of staff financial aid knowledge and skills. Communicate financial aid information to students and families and work with staff to enhance their abilities to communicate complex financial aid information and manage difficult decisions effectively. Handle escalated service matters and resolve customer disputes in a professional manner. Comply with all federal requirements pertaining to financial aid and assist in assessing areas of compliance risk as well as identifying ways to reduce risk. Supervise staff activities related to student billing and accounts receivables. This position reports to the Administrative Services Manager.
Minimum Qualifications (or equivalent combination of education and experience):
Bachelor’s degree in Business Administration or financial services field and three to four years of related experience required. Demonstrated commitment to exceptional customer service and customer service experience in financial aid or in the financial services industry required. Experience supervising required. Able to exercise professional judgment and commit to professional growth and development; Exceptional verbal and written communication skills including the ability to effectively communicate through difficult and emotional interactions with students and parents regarding personal financial challenges; Ability to function in a fast-paced environment with strong time management and organizational capabilities; Financial aid and/or accounting background including familiarity with IRS documentation and procedures are required.
Desirable Qualifications:
Previous employment in a higher education setting and experience with student information systems is highly desirable.
Special Conditions:
A probationary period may be required, A probationary period may be required for current UVM employees, This position is eligible for a hybrid schedule with an option to split time between campus and elsewhere, in accordance with the university telecommuting policy, Background Check required for this position
FLSA:
Exempt
Payband Max (Represents full-time (12 months, 1.0 FTE) equivalent salary. Must be prorated for jobs less than 12 months or 1.0FTE (Salary/12 x # of months x FTE)):
88200.00
Payband Min (Represents full-time (12 months, 1.0 FTE) equivalent salary. Must be prorated for jobs less than 12 months or 1.0FTE (Salary/12 x # of months x FTE)):
46400.00
Staff Hiring Band:
Hiring salary budgeted at mid pay band
Union Position:
No
Job Open Date:
08/15/2023
Open Until Filled:
No
Position Title:
Administrative Professional
Posting Number:
S4583PO
Department:
Student Financial Svcs Admin/11251
Position Number :
010825
Employee FTE :
1.00
Employee Term :
12
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