Senior Assistant Director of Student Accounts, Customer Experience

The Senior Assistant Director of Student Accounts promotes positive customer experiences within the Student Accounts unit and the Enrollment Management division. This position monitors service levels and partners with Student Financial Services (SFS) management and the Enrollment Management Contact Center (EMCC) to ensure established service standards are met. The Senior Assistant Director communicates daily with staff to ensure team members have the information needed to assist customers and manages escalated and special cases through to resolution.

The Senior Assistant Director develops maintains and monitors service metrics to assess the impact of key initiatives and establishes and refines service expectations around response times communication and issue resolution. This position also optimizes the ServiceNow platform to understand customer engagement and behavior anticipate customer needs and develop solutions that respond promptly to emerging service trends.

This position directly supervises a team of student account representatives responsible for frontline service delivery and payment processing with regular oversight of case management quality assurance transaction processing batch reconciliation and resolution of payment discrepancies to maintain the integrity of student account records. The Senior Assistant Director also monitors staffing resources and workload distribution to ensure the team is appropriately scaled to meet cyclical demands including peak billing payment and enrollment periods.

In collaboration with the Associate Director of Communications and Training the Senior Assistant Director helps create and deliver communications that provide students families and campus partners with timely information and foster a culture of self-service. This includes developing coordinating and maintaining Student Accounts communications and content such as website updates and knowledge articles; collaborating with Enrollment Management Marketing on messaging and collateral; and partnering with SFS Leadership Student Accounts Management SFS Customer Service the EMCC and others to deliver targeted communications to unique populations while ensuring alignment with marketing best practices and compliance requirements.

• Monitor service levels and partner with Student Financial Services management and the Enrollment Management Contact Center to ensure established service standards are met

• Communicate daily with staff to ensure team members have the information needed to assist customers effectively

• Manage escalated and special cases through to resolution

• Develop maintain and monitor service metrics to assess the impact of key initiatives

• Establish and refine service expectations related to response times communication and issue resolution

• Optimize the ServiceNow platform to better understand customer engagement and behavior anticipate customer needs and develop solutions that address emerging service trends

• Supervise a team of student account representatives responsible for frontline service delivery and payment processing

• Provide oversight of case management quality assurance transaction processing batch reconciliation and resolution of payment discrepancies to maintain the integrity of student account records

• Monitor staffing resources and workload distribution to ensure appropriate coverage during peak billing payment and enrollment periods

• Collaborate with the Associate Director of Communications and Training to develop and deliver communications for students families and campus partners

• Develop coordinate and maintain Student Accounts communications and content including website updates and knowledge articles

• Collaborate with Enrollment Management Marketing on messaging and collateral development

• Partner with SFS Leadership Student Accounts Management SFS Customer Service the Enrollment Management Contact Center and other stakeholders to deliver targeted communications to unique populations while maintaining compliance and alignment with marketing best practices

Required

• Bachelors degree

• 35 years of progressively responsible experience in student accounts customer service operations within higher education or a related financial services environment

• Strong analytical skills with the ability to interpret data and translate findings into actionable service improvements

• Experience developing and motivating staff including performance management coaching and training

• Demonstrated ability to collaborate effectively across departments and with diverse stakeholder groups

• Excellent written and verbal communication skills including experience developing content for diverse audiences

• Ability to multitask work independently manage time effectively and deliver quality outcomes under pressure and on deadline

• Commitment to excellence in student service with sound judgment and discretion in handling escalated sensitive or complex cases

• Ability to learn and effectively navigate multiple technology systems and platforms integrating information across systems to support service delivery and decision-making

Preferred

• Experience using PowerFAIDS ServiceNow and Banner