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Assistant Director, Customer Service 498595
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Position Number: 1319749
Location: Beaumont, TX
Position Type: Public Relations, Marketing and Communications

Assistant Director, Customer Service 498595

Position Type: Staff

Position Number:

Department: Student Financial Aid

Job Summary/Basic Function:
General Description:
Under the direction of the Director of Financial Aid, the Associate Director for Customer Service will be involved in all aspects of financial aid administration. This position manages prospective and current students' experiences with the Office of Financial Aid, by leading a team of Financial Aid Counselors and front-line staff.

This is accomplished by ensuring all federal and state regulations are met, ensuring correct information is reported to the Department of Education, analyzing tax forms, W-2's and other relevant financial documents, and inputting data into the Department of Education's database. Other duties include managing staff in the organization of files, maintenance of office equipment and supplies for office operations, reviewing files for award processes, answering questions on the application process, explaining policies and procedures to students, parents and staff, working with default management program to maintain a low school default rate, and assisting staff with related department paperwork and data. Strict adherence to established NCAA, Southland Conference, Lamar University and Texas State University System rules and regulations. The Associate Director for Customer Service supervises a student-centered fast paced team environment while complying with federal and state regulations as well as institutional policies.

Essential Job Functions:

Counsels students regarding financial aid eligibility, appropriate polices and available funding.

Support counseling staff in interactions with students completing the application and verification processes for financial aid by helping them guide students to complete appropriate and required forms; ensures students are advised of their rights and responsibilities concerning financial aid; and by provided with information about the status of their financial aid applications.

Uses judgment and problem-solving skills to assist in awarding students, including those requesting special consideration.

Modifies packages based on enrollment changes, additional funding etc. while communicating those changes to students.

Reviews IRS tax data, Verification Worksheets and any other requirement documents

Supervision of assigned personnel, which includes work allocation, training and problem resolution.

Oversees all facets of the daily operations of the unit, ensuring compliance with university, state and federal laws, policies and regulations.

Responsible for effectively and consistent communication with pertinent internal department members from admissions, business cashiering and registrar, etc.to determine collaborative ways to best serve students.

Represent the department at special events such as high school college nights, orientations, financial aid workshops, financial literacy workshops, etc.

Manages student experience with Financial Aid, assisting with presentations on an off campus and creates events to promote student aid assistance.

Contributes to the overall success of the Office of Student Financial Aid by performing all other duties as assigned.

Minimum Qualifications:
Job Requirements:
Education/License Required: A Bachelors degree is required. Must be able to obtain and retain full access to NSLDS (National Student Loan Database System).

Experience Required: Minimum of 2 years of directly related experience in customer service, with experience in supervision of staff members. Experience in a Financial Aid Office or customer service focused environment preferred. Additional qualifications include the ability to organize and manage multiple tasks in a high-pressure office during peak times of the year.

Applicants must possess strong organizational skills, superb customer services skills and be detail-oriented. Bilingual preferred

Knowledge, Skills & Abilities: Excellent communication and counseling skills (verbal and written). This position involves significant interaction with students and parents. Strong analytical and computer proficiency skills are necessary, along with the ability to multitask effectively. Must be able to read federal tax return forms, wage statements, and determining eligible filing status of applicants and/or parents. This job requires the ability to perform the four basic arithmetic operations.

Preferred Qualifications:

Security Sensitive Statement:
This position is security-sensitive and thereby subject to the provisions of the Texas Education Code 51.215, which authorizes the employer to obtain criminal history record information.

Salary: Commensurate with Experience

Work Hours:

Posting Date: 10/17/2018

Close Date:

Open Until Filled: Yes

Special Instructions:

To apply, visit https://jobs.lamar.edu/.

Lamar University is an affirmative action/equal opportunity employer. It is the policy of Lamar University not to discriminate on the basis of non-relevant criteria including, but not limited to race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, disability, or veteran status in its educational programs, activities, admissions or employment practices.