Bronco One Stop Director

Primary Purpose of the Organization

The Bronco One Stop is a centralized space for students to access standard student services to strengthen their ability to navigate Fayetteville State University. The goal of Bronco One Stop is to enhance the student experience with the application process, academic records, financial aid, making payments, speaking with an advisor to register for classes, gaining assistance with degree planning, receiving academic support, and navigating university resources.

Primary Purpose of the Position

The One Stop Director supervises the One Stop Center and the day-to-day personnel and operations associated with the frontline student service-driven Bronco One Stop. The Director ensures that the One Stop Center operates smoothly and meets the evolving student needs. The One Stop Center strives for first-stop resolution with a high commitment to customer satisfaction and quality. This position includes the assignment of up to two UNIV Seminar courses, depending on institutional need.

Brief Summary of Duties

• Providing Leadership: Lead the Bronco One Stop team and provide ongoing resources, support, and training to facilitate exceptional student care and customer service.
• Counseling, Advising, Problem-Solving: Provide advising related to admissions, financial aid, registration, business office, billing and payment, general inquiries about academic programs, and other resources to current students.
• Evaluation and Performance Measurement: Manage the integrated student services functions of EAB Navigate Student Success and other systems to ensure maximum utilization of the platform to manage continuous improvement processes.
• Training and Professional Development: Develop curriculum and provide training on policies, procedures, and processes as needed and appropriate to staff and student workers.
• Quality Customer Care: Communicate effectively and promptly by addressing inquiries; providing follow-up on open cases, providing explanation and training to customers on how to access information or to accomplish various processes.
• Other duties as assigned.

Minimum Education And Experience Requirements

• Master's degree with two to three years of customer/student experience and two years of experience working in admissions, financial aid, student advising, registration, or other student services offices.
• One year of supervisor experience.
• Experience in higher education or an environment where confidentiality is required.

Preferred Qualifications

• Three years of experience working in admissions, financial aid, academic advising, registration, or other student services offices.
• Demonstrated experience supervising staff or providing leadership, training, coordination, or oversight within a student services environment.