Test - Kristy

The Director of Student Financial Services & Records, reporting to the Vice Provost for Enrollment, is responsible for a team of Enrollment Services Counselors (ESC) successful fielding of Tier I incoming requests via telephone, email, walk up, and assigned duties to ensure courteous, timely, and effective resolution of end user issues. Typically, these requests will be relative to student’s record or financial account. Questions including, but not limited to, billing, grades, course registration, transcript ordering, Federal Financial Aid, scholarships, alternate funding, enrollment verifications, add/drop schedule changes, and tuition and fees. This position will supervise and train staff to receive, prioritize, and document information while actively working with the end user. This role will oversee that agreed upon service level agreements for internal and external customers are satisfied and promote an environment within the Enrollment Services area that leads to ethical, effective, and engaged staff. The Director also incorporates performance-based measurement and technology into innovative solutions that are sound, intuitive, and scalable, and they will lead in the utilization of continuous improvement methodology to help achieve industry best practices in customer service and experience.

Planning:

• Creates a reoccurring department roadmap relative to people, processes, and systems and bakes in continuous improvement and innovation in short- and long-term area objectives.
• Create department vision/strategy which contributes to university mission by supporting university conversion, persistence, and retention activities.
• Continue to stay up to date on changing legal, governmental, and compliance related issues in the Registrar, Business Office, and Financial Aid. 

Lead:

• Provides vision and leadership in managing the functions of the Enrollment Services Counselors.
• Functions as the lead contact for Director of Business Office, Registrar, and Director of Financial Aid.
• Oversee the overall operations of Enrollment Services Team relative to identified Tier I duties.
• Implements and oversees customer service delivery for all prevailing inbound and outbound modalities.
• Based on business need step into the Enrollment Services Counselor role to provide services directly
• Represents the area on assigned committees and interdepartmental meetings.
• Actively look for ways to grow the portfolio of Tier I duties to better serve Enrollment Management
• Coordinate and communicate with appropriate university offices to develop functional area processes, systems, and procedures

Control:

• Establish and achieve documented Service Level Agreements (SLA).
• Prepares and manages team level budget and monitors performance relative to it.
• Create and enforce performance metrics.
• Ensures key standard operating procedures are documented and maintained.

Organization:

• Hire, train, supervise, and annually evaluate assigned staff with an emphasis on growing co-workers while on staff.
• Encourage and demonstrate active membership of regional or national student success/customer experience organizations.
• Remains current in field of expertise to ensure area operations remain at the industry forefront.

Qualifications:

• Bachelor’s degree, required, advanced degree strongly preferred.
• 5-7 years experience in one or more of the following areas preferred: Registrar’s Office, Accounting, Help-Desk, Banking, Data Entry, Financial Aid or Student Accounts
• 5-7 years experience in Customer Service, preferred.
• Previous experience as a people manager, including training employees, organizing, prioritizing, and scheduling work assignments, preferred.

Knowledge, Skills, & Abilities:

• Demonstrated ability to work independently as well as a collaborative team member with other departments.
• Thrive in a fast-paced goal-oriented environment.
• Strong customer service orientation.
• History of creative problem-solving.
• Demonstrated ability to lead change.
• Experience with project management and leading teams of diverse individuals
• Knowledge of accounting and accounts receivable principles, methodology, and practices.
• Knowledge of cashiering and cash management principles, systems, procedures, and standards.
• Knowledge of customer service standards and procedures.
• Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
• Ability to foster a cooperative work environment.
• Outstanding interpersonal and community relations skills and the ability to work effectively within a diverse community.
• Excellent verbal and written communication skills.