Job location: Channelside

Employment Type: Full-time
Posted data: 2019-05-29
Req: R2295
Job Description Summary

Under the general direction of the Assistant Director of Student Financial Support Center, the Student Financial Support Manager leads a student financial advisor team that provides advice and counsel either by telephone or through written or electronic correspondence to prospective and current university students.

Job Description

Duties and Tasks:

Note: The following duties are illustrative and not exhaustive.  The omission of specific statements of duties does not exclude them form the position if the work is similar or related or a logical assignment to the position.   Management may require incumbents to perform duties other than those contained in this document.

• Lead the training and management of a team of Student Financial Advisors that assist students with their financial aid and student accounts. Brings best practices in providing an outstanding experience to students by coaching excellent service practices.
• Stays current regarding policies, procedures and requirements for financial aid programs and University processes.
• Obtains required documentation, verifies files, and determines eligibility. Counsels students and parents about various aspects of financial aid and student accounts, meeting deadlines, and eligibility requirements.
• Assist with student account balances and activity including refund questions from staff and students or parents.
• Assist with payment plans and agreements as well as address updates from staff and students or parents,
• Uses issue resolution, critical thinking, problem solving, and superior communication skills to achieve high quality outcomes via in-person meetings, telephone calls, and email correspondence that can effectively gain student comprehension of university policy and issue resolution decisions.
• Provides clear processes to ensure employees have a solid understanding of their roles and responsibilities.
• Develops and manages the Student Financial Advisors to create a supportive, open environment for employee development.
• Works closely with all levels of management and peers; provides support and feedback in regards to multiple events that lead to poor student satisfaction and communicates solutions and devise standards of procedure to eliminate issue recurrence. 
• Support recruitment and retention efforts by collaborating across departments.
• Create and sustain a culture that consistently supports our institutional core values.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Requires demonstrated understanding of, and commitment to Saint Leo University’s mission and core values.
• Promoting diversity and supporting students, staff and faculty of diverse socioeconomic, gender, cultural, ethnic, and age differences.
• Excellent management, communication, interpersonal and organizational skills.

Knowledge:

• Bachelor’s degree from a regionally accredited college or university. Graduate degree in a related field preferred.
• Minimum of 4 years financial aid operation and/or administrative
• 2-3 years of experience in a student financial center or student services center preferred.

Skills:

• Require demonstrated experience in the field of financial aid.
• Experience with Ellucian Colleague
• Proficiency with MS office
• Excellent staff management and coaching skills
• Excellent interpersonal and time management skills
• Superior oral and written communication skills
• Superior organizational skills; ability to execute multiple objectives concurrently.
• Strong knowledge of federal and/or state aid regulations.
• Ability to engage with a variety of constituents (current students, alumni, faculty, etc.) from many different cultural backgrounds.
• Proven customer service experience, and experience involving financial aid, college admissions, and cashiering; or an equivalent combination of education, customer service training and experience.
• Demonstrated critical thinking skills and ability to work collegially and collaboratively within a team, and able to react and adjust quickly to changing conditions.
• Ability and willingness to work occasional evenings and weekends.
• One or more years of progressive experience in high-volume financial aid office within a higher education setting.

Abilities:

• Ability to work some evenings and weekends as required
• Ability to commute to additional Saint Leo University locations in the greater Tampa Bay area as scheduled and other off-site locations

ENVIRONMENT: 

The work environment characteristics described here are a representation of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.  The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of this position.

While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office and University, handle various type of media and equipment, and visually or otherwise identify, observe and assess.   The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description.

NOTICE:

The intent of this job description is to provide a representation of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total specific duties and responsibilities of any particular position.  Employees may be directed to perform job-related tasks other than those specifically presented in this description.  Saint Leo University is an Equal Opportunity Employer and embraces diversity as a critical step in ensuring employee, student and graduate success.