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Inside Higher Ed · 3 weeks ago

Associate Director, Customer Service

San Antonio, TX

Full-time

Onsite

Lead/Staff, Director/Executive

8+ years exp

Inside Higher Ed is seeking an Associate Director of Customer Service at Texas A&M University - San Antonio. The role involves overseeing student communication and customer service efforts for the Office of Financial Aid and Scholarships while leading a team to enhance financial aid administration and outreach initiatives.

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Responsibilities

Provides leadership, guidance, supervision, and instruction for scholarships, customer service, and student workers that ensure a student-centered approach to financial aid administration

Maintain professional knowledge of all federal and state financial aid regulations and reporting requirements; assist in policy adaptation and managing the office in compliance with all such regulations and policies

Oversee the daily operations of the financial aid advisors, ensuring the best customer service is provided

Oversees all communication efforts of the office and ensures the timely execution of developed communications schedules, including customer satisfaction surveys, focus groups, FAFSA workshops, outreach, and other projects as assigned

Responsible for funds management and working with Advancement and Budget Services staff on forecasting expenditures and managing reconciliations for scholarship programs

Maintains effective working relationships with appropriate personnel in each academic unit and administrative/academic support offices (e.g., Admissions, Registrar, Student Business Services, etc.)

Analyze financial aid statistics and management reports related to student communication (phone calls, e-mails, walk-in customers, Jira tickets, etc.), including preparation & distribution of weekly processing data

Oversee the management of the Scholarship program to include policy and procedures and Campus logic's Scholarship Universe, which includes but is not limited to creating new scholarships and criteria, assigning the specified criteria as outlined in the donor MOU or dictated by institutional policy

Review and match students to scholarships to meet donor expectations

Create new committees and ranking profiles when appropriate

Oversee the new aid year roll of SU. Utilize the internal reporting in SU to run queries and garner relevant statistics

Oversee the management of the budget for new and existing endowments and expendable funds for these programs. This includes the setup of the new fund and detail codes within Banner and regularly monitoring all scholarship accounts within Canopy

Develop and implement strategies to reduce student loan default rates in compliance with federal regulations

Monitor default rates and trends, prepare reports for senior leadership and regulatory systems

Oversee default prevention initiatives, including borrower outreach, education, and counseling programs

Qualification

Financial aid managementCustomer service managementDefault managementFinancial aid softwareNASFAA CertificationsAnalytical skillsLeadership skillsCommunication skills