Associate Director, Customer Services and Outreach

The Associate Director of Customer Services and Outreach organizes and administers the financial aid customer services and outreach operations and manages customer services through digital services (social media).

• Oversees the trainings, presentations, and financial Literacy for the department
• Develops, implements, and organizes outreach activities to inform and educate students and prospective students about financial aid resources and to assist with the financial aid process
• Serves as the primary point of contact for all call center aspects of performance and training
• Oversees and coordinates community and institutional initiatives and requests
• Oversees the operation of the customer service and outreach staff, as well as the front counter, ensuring that a high standard of customer service is offered
• Serve as the primary point of contact for coordination and troubleshooting of student financial aid concerns. Receives, investigates, and responds professionally to difficult, sensitive problems and student complaints
• Assesses performance and success of programming and events through surveys
• Oversees the AI chatbot for financial aid. Responsible for updating and adding to the knowledge database

• Performs all other duties as assigned

Direct Reports:

• Full-time and part-time Employees

Delegation of Work:

• Regularly assigns work to subordinate(s)

Supervision Given:

• Has primary responsibility for conducting performance evaluations and recommending hiring and dismissing employees.

Required Education:

• Bachelor's degree

Required Experience:

• Minimum of five (5) years of progressively responsible experience in a Financial Aid office

License/Certification:

• None required

• NASFAA Certification Master's Degree

Knowledge:

• Knowledge of the customer service and outreach processes as they pertain to the financial aid department in a higher education environment and of the related trends, issues, and accepted practices.

Skills:

• Strong analytical and problem-solving skills;
• Excellent interpersonal and communication skills.

Abilities:

• Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.

Primary Work Location:

• Works in an office environment.

Physical Demands:

• Work is normally performed in a typical interior work environment which does not subject the employee to any unpleasant elements; individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks. May, on rare occasions, work in outdoor inclement weather conditions or in hazardous traffic conditions. Must have precise hand-eye coordination, good spatial awareness, and the ability to identify and distinguish colors. Must have the ability to move items of up to 20lbs.

Commitment to Excellence - UHD

• Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
• Continuously strives to improve work performance.
• Accepts responsibility for his/her commitments to the university.
• Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

• Treats others with courtesy, respect, and dignity in the workplace.
• Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

• Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
• Accepts responsibility for his/her actions.
• Respects and complies with department and university policies, procedures, and work rules.

Proficiency

• Possesses required job skills and knowledge.
• Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

• Takes responsibility to accomplish job assignments within reasonable deadlines.
• Willing to accept new projects and/or commitments.
• Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
• Arrives to work on time prepared and ready to contribute.

Flexibility

• Willingly adjusts to changing work assignments or conditions.
• Open to changes in operational procedures, technology, and/or organizational structure.
• Views changes as opportunities for learning and professional development.
• Displays a positive attitude to encourage others.
• Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Building External Relationships

• Demonstrates the ability to build rapport and develop relationships with external constituents.
• Displays a genuine interest in constituents' ideas and concerns, and pursues mutual interests and aspirations between the university and external constituents.
• Builds trust and forms alliances through shared respect and cooperation.

Problem Solving

• Formulates plans and strategies to proactively resolve anticipated problems.
• Prudently responds to unforeseen problems through careful consideration and analysis of problem and relevant information and circumstances.
• Recognizes and apprises appropriate university administrator when resolution requires senior management input and/or approval.

Customer Relations Management

• Ensures customer's needs and expectations are addressed within his/her department or section. (Customers can be students, external constituents, employees, or university guests.)
• Mentors and guides department/section staff by sharing knowledge and best practices to appropriately respond to customer's requests.
• Monitors staff interactions with customers for professional conduct, consistent application of university policies and procedures, and follow up of outstanding requests.
• Assumes responsibility for addressing complex or unusual requests.

Supervision

• Supervises the work of staff employees.
• Sets clear goals and expectations within reasonable timeframes.
• Motivates staff through constructive feedback, challenging assignments, and recognition of achievements.
• Provides mentorship and guidance by sharing expertise and best practices.
• Supports staff by providing essential resources, professional development opportunities, and open communication.
• Promptly addresses performance issues with appropriate measures and discretion.

Student Success Indirect Support

• Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
• Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
• Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
• Helps students build peer support networks.
• Encourages student participation in out-of-class activities.
• Provides encouragement and guidance to foster student success.
• Treats students with respect
• Maintains the learning environment to ensure quality and/or sound pedagogy.