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Directs and operates the customer service functions for student accounts.

• Directs and coordinates the operations of the customer service functions for student accounts.
• Supervises services provided by the outsourced call center.
• Implements best practices in customer service that reflect federal requirements or Title IV compliance and support student-centered success and enrollment management objectives.
• Resolves customer disputes and concerns regarding financial aid, billing, cashiering and general registration, including authorizing book loans, lifting holds and short term emergency loans.
• Evaluates staff productivity and service accuracy through assessment, testing and monitoring of phone calls, emails, issue management system and walk-in service. Monitors office and staff productivity through monthly and quarterly tracking and phone reporting.
• Serves a liaison between the various departments involved in student accounts.
• Organizes and conducts departmental meetings. Presents financial aid information for University visiting groups, orientation and the financial aid state association. Communicates changes in policies, procedures and systems to staff on University, state and federal guidelines.
• Serves on the department management team to review policy and participate in strategic planning.
• Maintains office budget, reconciles expense accounts, handles cash management and security responsibilities.

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.

• Three years’ relevant experience.
• Supervisory or lead experience.
• Strong interpersonal, written and verbal communication skills.
• Knowledge of federal, state and institutional financial aid regulations and guidelines.
• Customer service skills.
• Excellent presentation skills.

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: 2019-07-18