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:  

  • Master’s 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