Associate Director, Tier 2 Student Services

Job description


Job Description Summary:

The Office of Enrollment Management and Retention includes the offices of undergraduate admission, graduate enrollment, graduate scholarships, student financial assistance, registrar functions, strategic enrollment initiatives including international enrollment, summer programs, and non-degree student support, student retention, and enrollment operations. The division works to elevate the university's enrollment planning to bring in an ever more passionate, academically talented and diverse student body.

Colonial Student Services is a customer service organization for student financial and registration services, bringing together the offices of Student Financial Assistance, Student Accounts, and Registrar in a friendly, centralized, service-culture setting. This team is cross-trained to ensure seamless support to students.

The Associate Director, Tier 2 Student Services reports to the Director of Student Services and provides day-to-day management of the Tier 2 counseling staff in Colonial Central who assist students with complex financial aid, billing, and registration cases that are escalated from Tier 1 staff in person, through email, and by phone. This position must possess subject matter expertise in matters concerning registration, financial aid, and student accounts, and a commitment to championing the interests of all areas. The Associate Director sees that staff are informed and assists as needed to ensure the timely resolution of escalated student concerns and account modifications. The Associate Director liaises with management level staff in Colonial Student Services, Office of Student Financial Assistance, Student Accounts, Office of the Registrar, Housing, Advising and Dean's Offices, Admissions, and other university offices to resolve escalations from Tier 2 staff, stay informed of changes to internal and external policies and procedures, make recommendations for policy exceptions and account adjustments, and develop and deliver ongoing staff training designed to achieve consistency of responses and an exceptional level of customer service at the Tier 2 level. This position will be a change agent and representative of Colonial Student Services on key projects and committees working with departments and schools across GW to identify service trends and student needs and develop proposals for process and policy changes to enhance the student experience. Additionally, this position serves as the primary back-up for the Director, CSS role.

Performs other duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.

Minimum Qualifications:

Qualified candidates will hold a Bachelor's degree in an appropriate area of specialization plus 6 years of relevant professional experience, or, a Master's degree or higher in a relevant area of study plus 4 years of relevant professional experience. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.

Additional Required Licenses/Certifications/Posting Specific Minimum Qualifications: Preferred Qualifications:

• Team Player with exceptional quality customer service, communication, conflict resolution, problem solving and interpersonal skills.
• Possess a professional, engaging demeanor with effective organizational skills and the ability to efficiently multitask, as well as adapt to an evolving environment.
• Demonstrated ability to adapt to and promote change.
• General knowledge of financial processes and ability to rapidly acquire knowledge.
• Working knowledge of Microsoft Office software and database systems, and ability to learn customer tracking software, Student Information Systems, as well as any other necessary systems or software to complete daily responsibilities.
• Demonstrated ability to examine data/information, discern variations/similarities, and be able to identify trends, relationships and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems.
• Demonstrate a commitment to promoting and enhancing diversity.


Campus Location: Foggy Bottom, Washington, D.C. College/School/Department: Enrollment Management Family Enrollment Services Sub-Family Generalists Stream Management Level Level 2 Full-Time/Part-Time: Full-Time Hours Per Week: 40+ Work Schedule: Monday-Friday, 8:30-5:30, some nights and weekends Position Designation: Essential: Employees who perform functions that have been deemed essential to maintaining business or academic operations. Employees are generally expected to work from home during an event and may be asked to physically report to work. Telework: No Required Background Check: Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search Special Instructions to Applicants:

Employer will not sponsor for employment Visa status. Please note this position is for current GW employees only.

Internal Applicants Only? Yes (University Wide) Posting Number: S007221 Job Open Date: 05/15/2018 Job Close Date: 05/21/2018 If temporary, grant funded or limited term appointment, position funded until: Background Screening Successful Completion of a Background Screening will be required as a condition of hire. EEO Statement:

The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.

Posting Specific Questions
Required fields are indicated with an asterisk (*).
  1. * What is your expected salary range?
    (Open Ended Question)
  2. * Do you currently work at GW?
    • yes
    • no

Applicant Documents
Required Documents
  1. Resume
  2. Cover Letter
Optional Documents

    Documents needed to Apply
    Required Documents
    1. Resume
    2. Cover Letter
    Optional Documents





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      Job No:
      Posted: 5/15/2018
      Application Due: 5/22/2018
      Work Type: