Director of Student Services
Full Time
Biddeford, ME 04005
Posted Just posted
Job description
As part of the Student Financial Services (SFS) team and under the direction of the Assistant Vice President of Student Financial Services, the Associate Director of Student Engagement for Student Financial Services develops and manages services designed help students successfully navigating through the billing and financial aid process. Through a proactive and strategic approach, the Associate Director of Student Engagement for Student Financial Services will streamline and strengthen communications and customer services within SFS. This position directly oversees and manages SFS centralized call-center, emails and website, along with print and electronic materials.
Student Financial Services (SFS) is a centralized office providing financial aid and student account services to all students enrolled at the University. The SFS team works as a strategic partner to support the University’s mission, values and goals. Student Financial Services helps students to navigate the process understanding that financing a college education is a partnership between a student, their family, and the University. The division’s goal is to help students maximize the resources available to them and is committed to assisting students and their families in finding the financial means to achieve their educational goals.
UNE offers a generous comprehensive benefits package to eligible employees. The package includes varied health and dental plans; a retirement plan that includes up to an 8% match; extensive paid leave including holidays, vacation, sick and personal time; and educational benefits. Please visit the Human Resources Benefits site ( https://www.une.edu/hr/benefits) for additional information regarding UNE’s fantastic benefits package.
UNE offers a generous comprehensive benefits package to eligible employees. The package includes varied health and dental plans; a retirement plan that includes up to an 8% match; extensive paid leave including holidays, vacation, sick and personal time; and educational benefits. Please visit the Human Resources Benefits site ( https://www.une.edu/hr/benefits) for additional information regarding UNE’s fantastic benefits package.
Responsibilities
- Provide leadership, management and oversight to customer service staff at key contact-points (electronic, phones and in-person). Direct staff to achieve high service levels that will differentiate UNE in competitive marketplace.
- Work with unit directors to build and improve effective engagement communication flows promoting “return on investment” strategies designed to differentiate UNE in marketplace.
- Form supportive relationships with other service unit leaders, peers and direct reports to assist in development of communication initiatives.
- Work closely with Admissions team to ensure SFS communications support University marketing/image and enrollment objectives.
- Build and continuously improve strategic outreach approaches that result in stronger student engagement with office.
- Enhance financial aid file completion performance through communications.
- Work with Director of Financial Aid to create more effective award letter communication materials.
- Work closely with Director of Student Accounts to create and to improve billing and collections outreach and communications.
- Establish effective engagement communication flows promoting “return on investment” strategies designed to differentiate UNE in marketplace.
- Create and deliver important communications concerning on-time graduation and degree completion.
- Primary responsibility for SFS website content as well as look, feel and functionality.
- Performs other duties as assigned or apparent.
SUPERVISION EXERCISED
Customer Service Team (3-full-time positions and student employees).
Qualifications
Bachelor’s degree required and 3 to 5 years of successful work experience in customer service management or a combination of education and experience from which comparable knowledge and skills are acquired.
- Preferred direct experience in financial aid or student accounts/billing office.
- Proven experience managing and directing customer service functions to high success.
- Knowledge of enrollment management principals and financial of need analysis and federal/state financial aid programs; ability to read, comprehend and follow all policies, regulations and laws as they relate to financial aid.
- Proven experience in the creation and development communications plans and ability to perform data research and analysis.
- Three to five years of management and leadership experience.
- Strong customer service skills along with an ability to manage objections.
- Proven self-starter who is highly motivated, a creative solutions provider and results-driven with a strong desire to succeed.
- Must possess a sense of urgency and be able to multi-task in a fast-paced environment.
- Excellent written and verbal communications skills in order to successfully counsel students and respond to student concerns.
- Experience with public writing and design.
- Outgoing, confident personality with a professional demeanor and strong communication and problem-solving skills.
- Ability to meet goals with little supervision and guidance.
- Strong organizational and time-management skills with consistent follow-up.
- Ability to travel between campuses as needed.
- Knowledge of SCT Banner and Cognos a plus.
EEO Statement Summary
Consistent with federal and state law and University policy, the University of New England is committed to the fundamental concept of equal opportunity for all of the members of the University community. The University prohibits and will not tolerate discrimination in employment, the provision of academic services or in any other area of University life based on race, color, sex, physical or mental disability, religion, age, ancestry, national origin, sexual orientation, gender identity and/or expression, ethnicity, genetic information, HIV status, or status as a veteran. Prohibited bias factors will not be permitted to have an adverse influence upon decisions regarding students, employees, applicants for admission, applicants for employment, contractors, volunteers or participants in and/or users of institutional programs, services, and activities.
COVID Vaccination Statement (PLEASE NOTE)
For those working in health care and clinical settings only: In order to protect the health and safety of the groups served, all students and employees who work in health care and clinical settings are required by Maine law to be vaccinated for COVID-19 prior to the start of employment. Maine only allows for medical exemptions to the policy. If you believe you are eligible for a medical exemption to the vaccine policy, after receiving a conditional offer of employment, you may seek the exemption through Human Resources. That process will include presenting documentation from your health care provider that outlines your medical conditions that qualify for a medical exemption and the provider’s authorization of the medical exemption. Please note that individuals who are required to be vaccinated per Maine law as a condition of employment will not be employed or permitted to work until they are in compliance with the policy.
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