Assistant Director - One-Stop Advisor Team
Adelphi University
Garden City, NY
Full-time
Call Center / Customer Service
Posted on May 17, 2023
Assistant Director - One-Stop Advisor Team
One -Stop Student Services Center
JOB SUMMARY:
Working closely with the Associate Director to ensure students' experiences with One-Stop are seamless, the Assistant Director One-Stop, Advisor Team is responsible for ensuring that dedicated staff resources are available to ensure all points of communication (i.e. front counter, phones, emails, chats, appointments) are met. Supporting recruitment and retention, this position will participate in, and coordinate staffing needs for all One-Stop events. In conjunction with the One-Stop Student Experience Manager, will assist in developing, maintaining and updating of financial aid, billing and registrar information within the website, publications and communications. Serves as One-Stop issues escalation and resolution point manager for One-Stop and the University community.
This position will support the Advisor team and drive student success by managing, compiling and assessing student engagements and advisor workload using statistical data from the call center, survey results and One-Stop communications and the University's academic calendar. In partnership with One-Stop|Student Accounts, coordinates student refund efforts.
Advises students and families on the financial aid application process, federal, state and institutional aid programs, student account billing and payment processes, current and past due balances/collections and registration and records. In conjunction with the Associate Director, continuously improve operations to support students, ensure students receive timely and accurate advisement and experience excellent customer service.
Title Position Reports To : Associate Director, One-Stop Student Services Center
START DATE: August 1, 2023
RESPONSIBILITIES & DUTIES :
- Work closely with the Associate Director to ensure students experience a seamless process, and a high level of customer of service
- Assist with the scheduling of the Advisor unit to ensure all points of entry (i.e. front counter, phones, emails, chats, appointments) are appropriately staffed. This includes assisting with the scheduling/management of paid time off.
- Assist with the compilation and assessment of statistical data from the call center and other areas as necessary.
- Assist with the management and coordination of the event schedule
- Assist in developing, maintaining and updating of financial aid, billing and registrar information within the website, publications and communications
- Support and act as a resource for the front-end staff in the resolution of complex and student complaint matters regarding financial aid/billing, federal, state, and institutional policies and procedures.
- Independently assist/resolve complex student accounts and student escalation matters from the President, Executive Leadership, Advisors, departments, etc.
- Assist with the hiring and training of new and current staff
- Assist in developing and maintaining the new employee onboarding and training materials
- Assist in maintaining accurate and all pertinent information within the Resource Guide
- Manage frontline student workers including training, scheduling and hiring
- Engage, as needed, with other key areas of the office and other departments such as Admissions, Residential Life and athletics to ensure a seamless process for students/parents.
- Conduct College Nights & Financial Aid Literacy workshops, and other speaking events both on and off campus.
- Serve students and families concerning financial aid, billing and registration. Counsel students and families in- person and virtually. Respond to a large volume of phone, email, and in-person inquiries in a timely manner. Participate in outbound phone calls and mailing campaigns.
- Collect and review financial aid, registrar, cashier and student accounts forms, tax and other documents for accuracy and completeness, track and distribute documents to appropriate inter-office staff. Assist with inbound mail and document tracking.
- Review, assess and remove financial aid holds/registration blocks and late payment fees, where appropriate.
- Advise students on third party and self-service programs used by the university such as Bank Mobile, Gallagher (health insurance), Payment Plans, CLASS, eCampus
- Review and process daily refunds in accordance with federal, state and institutional guidelines. (we will need all hands on deck during critical processing cycles)
- Receive & process payments made in person or by mail (credit cards, checks, cash). Complete Bank Deposit Detail at end of day/shift to include:
- Advise students on academic, financial & medical petition processes, third party billing, company reimbursement agreements and account balances, requesting transcripts and replacing diplomas
- Perform other job-related duties as assigned.
REQUIREMENTS:
1. Ability to make independent decisions based on training.
2. Ability to prioritize workload according to volume, urgency, etc.
3. Ability to work with high volume in person and telephone contact.
4. Ability to be organized and pay attention to detail.
5. Ability to work cooperatively with others .
6. Ability to present to large groups.
7. Positive attitude and friendly demeanor.
8. Excellent interpersonal and communication skills.
9. Knowledge of Microsoft Word, Excel and the Internet.
10. Bilingual: English/ Spanish is preferred.
EDUCATIONAL/EXPERIENCE/ REQUIREMENTS :
- Associate's Degree (Bachelor's Degree preferred) and/or 1 - 3 years current in financial aid, student accounts, cashier, registrar or student service experience in a fast-paced customer-service oriented higher education environment.
- Required to attend events as needed (Evenings & Weekends)
- Working extra hours may be required
Hours: Monday-Friday, hours to be determined by supervisor (staggered shifts based on office hours, subject to change)
POSITION(S) SUPERVISED :
Student Workers
PHYSICAL REQUIREMENTS :
N/A
APPLICATION:
To apply, please submit a cover letter and resume.
ABOUT ADELPHI
Adelphi University, New York, is a highly awarded, nationally ranked, powerfully connected doctoral research university dedicated to transforming students' lives through small classes with world-class faculty, hands-on learning and innovative ways to support academic and career success. Adelphi offers exceptional liberal arts and sciences programs and professional training, with particular strength in our Core Four—Arts and Humanities, STEM and Social Sciences, the Business and Education Professions, and Health and Wellness. Recognized as a Best College by U.S. News & World Report, Adelphi is Long Island's oldest private coeducational university, serving more than 7,250 students at its beautiful main campus in Garden City, at learning hubs in Manhattan, the Hudson Valley and Suffolk County, and online. The University offers students 79 undergraduate programs, more than 84 master's degree and doctoral programs, and 63 certificate programs in the liberal arts, the sciences and professional training. With powerful partnerships throughout the New York area, more than 119,000 graduates across the country, a growing enrollment of students from 43 states and 72 countries, and rising rankings from top publications and organizations, Adelphi is a dynamic community that plays a leadership role on Long Island and in the region.
To apply, visit https://phf.tbe.taleo.net/phf02/ats/careers/v2/viewRequisition?org=ADELPHI&cws=39&rid=2937
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