Job Description Summary

The Assistant Director of the Office of Student Financial Aid (OSFA) Customer Service Center is responsible for managing excellent financial aid customer service and guidance services to prospective and returning students and members of the UMD community. These services will include some facetoface contact with students and community members at the Enrollment Management front counter events and presentations. Most interaction will be via telephone and electronic communications including email and chat in a highvolume call center environment.

The Assistant Director will supervise and coach a team of five Customer Service representatives and up to 12 student employees as they provide financial aid education and solutions explain federal state and institutional financial aid policies follow departmental procedures and maintain UMD and Enrollment Managements customer service standards of excellence.

The Assistant Director assumes a critical leadership role in curating a stellar customer service experience for all students in the enrollment management lifecycle by developing operational strategies conducting needs assessments performance reviews capacity planning and cost/benefit analyses; identifying and evaluating stateoftheart technologies; defining user requirements; establishing technical specifications and production productivity quality and customerservice standards; contributing information and analysis to organizational strategic plans and reviews.

The Assistant Director must develop communication center systems by developing customer interaction and voice response systems voice networks; and designing user interfaces. They will maintain professional and technical knowledge by tracking emerging trends in Customer Service Center operations management.

This position will supervise the OSFA Customer Service Center which is staffed with five Representatives and up to 12 Student Workers.

Key Responsibilities:

Leading and coaching a team of customer service representatives and student employees
Developing and facilitating training and learning resources
Overseeing departmental email and chat communications including template creation and knowledgebase entries
Utilizing database queries and data visualization tools to monitor report analyze and evaluate key call center performance indicators including call handle time abandonment rate and quality of service
Maintaining an understanding of federal state and institutional financial aid policies and procedures and emerging trends in customer service and higher education
Demonstrating excellent verbal and written communication interpersonal and time management skills
Exemplifying Enrollment Managements customer service standards of excellence through a demonstrated commitment to consistent highquality and inclusive customer service
Represent the Office of Student Financial Aid and Customer Service Center in institutional and departmental committees working groups and project teams
Supporting and collaborating with other departments and units with Office of Student Financial Aid initiatives and the UMD campus community

Knowledge Skills and Abilities:

Understanding and/or experience in Financial Aid and a genuine desire to work with students and commitment to their success.
An understanding and appreciation for the concerns needs and goals of university applicants.
Demonstrated skill in building relationships and providing customer service to campus constituents.
Strong counseling skills including listening guiding and problemsolving.
Strong oral presentation and written communication skills.
Commitment to collaborative teamwork.
Excellent professional judgment in handling sensitive and demanding customers and situations.
Able to travel and work some evenings and weekends as needed.

Physical Demands:

Work is performed in an office environment and requires the ability to operate standard office
equipment and keyboards.
Must have the ability to lift and carry small parcels packages and other items to walk short
distances and drive a vehicle to deliver and pick up materials.

Licenses/Certifications: N/A

Preferences:
Working knowledge of Title IV regulations policies and procedures.
Experience in a financial aid admissions or enrollment management office.
Previous experience in call center management or operations.
Strong technical aptitude with demonstrated mastery of Excel and PowerPoint.

Minimum Qualifications

Education: Bachelors degree from an accredited college or university. Experience: Seven 7 years of financial aid administration experience. Two 2 years of experience supervising or managing professional staff. Knowledge of accounting systems financial reporting and financial aid in oral and written in the use of Microsoft Office products. Ability to multitask and prioritize to acquire apply and expand knowledge of the Universitys policies and operating details for sponsored programs.

Additional Job Details

Job Risks

Not Applicable to This Position

Financial Disclosure Required

No

Department

SVPAAPEnrollment Management

Worker SubType

Staff Regular

Salary Range

$80000.00 $96000.00

Benefits Summary

EEO/AA Statement