"Assistant Director of Customer Service"

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 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 Senior Associate Director.

Minimum Qualifications (or equivalent combination of education and experience)

Bachelor's degree in Business Administration or financial services field and three to four years related experience to include customer service experience in financial aid or in the financial services industry required. Demonstrated commitment to exceptional customer service required. Able to exercise professional judgment and commit to professional growth and development; Highly effective 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 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. Strong desktop and office automation skills required.

Desirable Qualifications

Previous employment in a higher education setting and experience with student information systems highly desirable.

Anticipated Pay Range

$66,000 - $70,000

Other Information

Special Conditions

A probationary period may be required, External candidates must complete a 4-month probationary period, Occasional evening and/or weekends required (if non-exempt position, may result in overtime), Background Check required for this position

FLSA

Exempt

Union Position

No

Job Location

Burlington, Vermont, United States

Open Until Filled

Yes

Department

Student Financial Svcs Admin/11251

Employee FTE

1.00

Employee Term

12

For full job description and to apply, visit https://www.uvmjobs.com/postings/81370