Â鶹´«Ã½

Manages the Â鶹´«Ã½ services center within Â鶹´«Ã½ financial aid.

• Analyzes and assesses staff training, learning and development of best practices to ensure and improve client satisfaction. Monitors Â鶹´«Ã½ services center activity on walk-ins, phones, time sheets, assignments, presentations and interpreting data to ensure efficient utilization of resources.
• Communicates changes in policies, procedures, and systems to remain compliant with University, state and federal regulations.
• Evaluates phone staff production and service accuracy through assessment, monitoring of phone calls, walk-in conversations, and emails to ensure a high level of customer service.
• Creates and maintains policies and procedures in the phone center and walk-in area.
• Serves on the Â鶹´«Ã½ financial aid management team. Analyzes and interprets changing federal and state laws, regulations, and University policies to develop financial aid and University billing policies.
• Conducts outreach activities through workshops and presentations that support recruitment and retention efforts.
• Hires, trains, evaluates and supervises staff and Â鶹´«Ã½ employees.

Minimum qualifications based upon job documentation and industry best practices. Any current employees not meeting these qualifications will be grandfathered until they move to a different job.

• Bachelor's degree in related field from an accredited institution.

• Two years' relevant experience.
• Strong interpersonal, written and verbal communication skills.
• Knowledge of federal, state and institutional financial aid regulations and guidelines.

Office or other indoor work with minimal physical demands such as occasionally lifting or moving materials less than 25 pounds.

Work is generally performed in a well-lit, temperature-controlled indoor environment with occasional exposure to the outdoors or any number of elements.

Revised: 2020-05-08