Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
This position is full-time and works approximately 37.5 hours per week.
Department Name/Job Location:
This position is in the Student Financial Services Service Center. This position is for the Danforth Campus.
Provides direct daily management and oversight of the Student Financial Services Service Center.� This includes supervising two direct reports and ensuring the delivery of premier financial aid related customer service to prospective and current students and their families.� The manager fosters a positive environment where communication, an active exchange of ideas and timely feedback are promoted.� Additionally, the position assists with communication tasks for Student Financial Services, working in conjunction with Admissions & Aid Marketing and Communications.�
PRIMARY DUTIES AND RESPONSIBILITIES:
Assists students and parents with financial aid and billing related questions and transactions, signing of documents, and scheduling appointments for Student Financial Services Counselors. Contacts may be in person, by phone, via email, or through other electronic means.
Provides direction and leadership to service center representatives focused on delivering exceptional service with the primary functions performed as follows:
Assists the Associate Director in the development and execution of strategies to expand the Service Center’s support of the counseling function
Serves as primary Service Center contact with SFS Counseling team, including representing the Service Center in Counseling Team meetings and other departmental meetings
Serves as main SFS liaison with Admissions & Aid Visit Experience team, Student Accounting, Telephone Services, and other departments as necessary
Coordinates Service Center volume reporting – payments, visits, call, appointments, etc.
Maintains Service Center phone messaging
Ensures compliance with and implementation of SFS policies and procedures
Develops and documents standardized processes and procedures to monitor the quality of email replies, phone calls, and in-person interactions
Provides training of new and existing service reps
Provides professional development
Conducts annual performance reviews
Works with members of Student Financial Services staff and members of the Marketing & Communications staff for Admissions & Aid to update electronic and paper communications, including but not limited to: website, email, letters, publications, flyers, and the like.
Manages annual calendar of SFS communications and initiates updates at the appropriate time and assembles appropriate SFS stakeholders to provide input.
Works with members of the counseling team and marketing communications to ensure messaging is on point and communications are accurate. Identifies opportunities for new communications and works with both teams to ensure materials are created as needed.
Serves as the SFS point person for SFS website related issues, questions, or projects and coordinates with SFS Manager of Systems & Integrations, Digital Communications Manager, and Digital Marketing Communications Strategist.
Perform other duties as assigned.
Bachelor’s degree in business, marketing, communications, or public relations related field, or equivalent combination of education and experience equaling at least five years required
2 years of previous supervisory or leadership experience
Cash handling experience in a business setting
Computer skills / experience
Experience in a banking environment
Experience in writing and/or managing content for financial aid or within the financial services industry
Microsoft Office skills
Experience with proprietary WashU software
Ability to lead by example
Must be able to balance competing priorities, to exercise good judgment, and to work with tight deadlines alone, or as part of a team
Effective verbal, written and interpersonal communications skills�
Demonstrated effective customer service skills
Ability to work well in a high-volume environment
Demonstrated ability for attention to detail
A willingness to work hard, an excellent attendance record, and an understanding of the mission of the University
Applicant Special Instructions:
The position will be located in an office environment. There may be some lifting of materials. The position may involve staffing events. Escorting visitors to other locations on campus is sometimes needed. Knowledge of office equipment. Overtime may be required.
The hiring range for this position is $36,660 - $46,781 annually.
-Retirement Savings Plan -22 vacation days -8 Paid Holidays -Sick Time -Tuition benefits for employee, spouse and dependent children -Free Metro Link/ Bus pass -Free Life Insurance -Health, Dental, Vision -Health Savings Accounts (HSA) -Long Term Disability Insurance -Flex Spending Plan -Other Benefits
Human Resources website (hr.wustl.edu)
Internal Applicant Instruction:
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.