Skip to main content

This job has expired

Assistant Director Financial Services & Customer Relations: Financial Aid Outreach

Employer
University of Massachusetts Amherst
Location
UMass Amherst

Job Details

Assistant Director Financial Services & Customer Relations: Financial Aid Outreach

Job no: 503416
Work type: Staff Full Time
Location: UMass Amherst
Department: Financial Aid
Union: PSU
Categories: Financial Aid

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

Reporting to the Associate Director of Financial Services & Customer Relations, the Assistant Director of Financial Services & Customer Relations is responsible for all aspects of Financial Aid Services’ outreach activities and is a critical part of the Financial Services & Customer Relations team. The Assistant Director provides exemplary customer service and financial aid counseling in person and via phone and email to students, families, and other constituent groups. Responsible for the development, scheduling, and presentation of educational and informational programming on a wide variety of financial aid, student finance, and financial wellness topics. This position requires a detailed understanding of financial aid processes and regulations and superior customer service and communications skills.

Essential Functions

  • Provide financial aid information to current and prospective students and families, University staff, and other parties. Act as subject matter expert in financial aid application process, scholarship application process, aid eligibility requirements, student loans and loan repayment, and student financial wellness. Counseling skills involve interpreting students’ financial needs and problem resolution in-person, by phone, by email, and in small- and large-group presentations.
  • Manage the coordination of all Financial Aid Services outreach activities including Admissions Open House events, New Students’ Orientation, Parent and Family Orientation, resource fairs, college fairs, and presentations to on- and off-campus constituent groups. Create presentation materials, deliver presentations, and provide follow up counseling to students and families on all aspects of student finance and financial aid.
  • Co-manage Financial Aid Peer Counseling program and proactive customer service operations. Train and supervise student staff responsible for outgoing and “escalated” customer service.
  • Assist with staffing for “satellite office” operations in International Programs Office (IPO), Center for Multicultural Advancement and Student Success (CMASS), and Library Learning Commons.
  • Provide collaborative counseling and outreach efforts with Smart About Money (SAM).
  • Liaise with student services offices; Bursar’s, Residential Life, Dean of Students, Student Success, CMASS, and others as needed. Develop professional networks within these offices and serve as informational go-between for Financial Aid Services and these offices.
  • Attend trainings, conferences, presentations, and webinars pertaining to financial aid and share relevant information with the counseling team.
  • Provide assistance to Undergraduate Admissions during peak volume with customer service support as needed.
  • Other Functions

  • Work collaboratively with other campus stakeholders to fulfill the mission of Enrollment Management.
  • Contribute to creating a positive and respectful workplace defined by personal and professional competence, integrity, and collaboration.
  • Perform other duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.
  • Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Bachelor’s degree and two years of experience in higher education, educational counseling, and/or educational finance.
  • Exceptional customer service and oral and written communication skills.
  • Ability to work independently.
  • Demonstrate outstanding presentation skills; comfortable with public speaking.
  • Willingness to work outside of established work schedule as needed.
  • Commitment to culture of non-discrimination and promotion of a diverse student body and staff. Ability to work collaboratively with a diverse group of clients and coworkers.
  • Understand responsibilities with respect to FERPA, Title IX, and other compliance requirements.
  • Demonstrate capacity, skill, and willingness to engage students and contribute to student success.
  • Use access to sensitive and/or not yet public university related information only in the performance of the responsibilities of position and exercise care to prevent unnecessary disclosure.
  • Understand and contribute to implementation of departmental and institutional goals for achieving non-discrimination and creating a respectful, inclusive environment that is supportive of diversity.
  • Understand responsibilities with respect to conflicts of interest and behave in ways consistent both with law and with University policy.
  • Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Financial aid experience and expertise including a working knowledge of federal and state regulations.
  • Strong understanding of student billing systems and student financial wellness.
  • Previous supervisory experience.
  • Experience working with confidential and sensitive data; experience using discretion and understand privacy laws (e.g. FERPA).
  • Experience working in PeopleSoft integrated student information system.
  • Physical Demands/Working Conditions

    Typical office environment activity.

    Work Schedule

  • 37.5 hours/week, Mon-Fri 8:30am–5:00pm.
  • Required to work occasional evenings and weekends, as needed.
  • Salary Information

    Level 26

    PSU Salary Ranges

    Special Instructions to Applicants

    Please submit a resume, cover letter, and contact information for three professional references by November 5, 2019 to ensure priority consideration. The position may remain open until filled.

    UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

    Advertised: Oct 22 2019 Eastern Daylight Time
    Applications close:

    Organization

    The University of Massachusetts Amherst is one of the preeminent public research universities in America. Nestled in idyllic Amherst, Massachusetts—often called “The top college town in North America”—the campus is consistently ranked among the top public research universities in the nation, and offers a rich cultural environment in a rural setting close to major urban centers. 

    As one of the nation's top public research universities – as measured by national and international rankings, academic citations, and research funding – the campus spends more than $180 million on research each year, demonstrating its contribution to the nation’s position as a technological and economic leader. The university works in conjunction with academic, government, and private partners to translate new knowledge and scientific discoveries into technical innovations and scholarly works that create opportunities for students, faculty and the public. 

    Eight schools and colleges offer more than 85 undergraduate majors, 68 master’s and 48 doctoral degree programs, many counted among the top programs in the nation and world. UMass Amherst is also home to New England's premier honors college.

    The 1,159 full-time faculty members are dedicated teachers and world-renowned researchers and the campus has regularly been listed among the top performers in terms of faculty awards. With over 24,000 students from all 50 states and over 70 countries, the student body is the most academically successful in the history of the campus. Students participate in 240 organizations, 21 NCAA Division I athletic teams, extensive intramurals, living-learning residence halls, community service, and internships. With one of the largest residential life systems in the nation, UMass Amherst houses approximately 12,000 students on campus. The university is enjoying a facilities renaissance, including new buildings in the sciences, the arts, and recreation. UMass Amherst is part of the Five College consortium with Smith, Mount Holyoke, Hampshire and Amherst colleges.

    As an employer, the University of Massachusetts Amherst is a national leader in developing family-friendly policies, benefits and amenities designed to help faculty members develop both productive careers and satisfying personal lives. The university offers one of the nation’s most generous parental leave policies. The university is also part of the Academic Career Network, a regional consortium formed to serve dual-career couples and encourage greater diversity in the academy.

     

    Company info
    Website
    Telephone
    4135454894
    Location
    181 PRESIDENTS DR
    Whitmore Administration Building
    Amherst
    Massachusetts
    01003
    US

    Get job alerts

    Create a job alert and receive personalized job recommendations straight to your inbox.

    Create alert