Job Details

Assistant Director - SFA Call Center
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Position Number: 5208764
Location: Lubbock, TX
Position Type: Student Affairs and Services

Assistant Director - SFA Call Center
Lubbock
37373BR
Student Financial Aid

Position Description
Performs varied and complex administrative duties in the management and coordination of a large specialized project and/or program. Requires independent judgment and application of established policies and procedures. Works under general supervision with evaluation based on overall results obtained.

Major/Essential Functions

Provide knowledgeable and professional guidance to students, parents, high school counselors, and other entities while attending in-office meetings, special events, orientation/presentations and answering general financial aid calls and emails. Adhere to University Policy, Federal and State Regulations, to include FERPA.
Perform routine oversight of student awards and adjust financial aid awards as needed. Utilize Banner and Cognos reports (ex. overawards, repeat coursework, etc.) to adjust student financial aid awards. Inform supervisor of outstanding issues or escalation.
Lead Call Center team by maintaining employee schedules, assist with calls which have escalated, and communicate call center status and needs to Senior Director. Audit and evaluate daily call center reports.
Utilize systems (i.e. Salesforce, Dynamic Forms, STS, Federal systems etc.) to assign advisors' daily tasks and cases, audit advisors' progress with advising appointments, emails and inform supervisor of outstanding issues. Advisors will oversee students based on the alpha split, student classification or other methodology; as determined by the leadership team.
Provide direct supervision, training and team building for Student Services. Serve as backup for Student Services team, assist with escalations and provide input to the Senior Director of Student Services. Assist in serving the goals and objectives of SFAS and the University.

Required Qualifications
Bachelor's degree in the area of specialization or closely related field. Three years of related administrative and technical experience. Additional job related education may be substituted for the required experience on a year-for-year basis.

Preferred Qualifications

Working knowledge of higher education
Intermediate knowledge of Microsoft Office software
Knowledge of Banner Financial Aid Management system
Attention to detail and ability to streamline processes
Ability to prioritize tasks
Knowledgeable with current federal regulations pertaining to verification

To apply, visit workattexastech.com

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, genetic information or status as a protected veteran.