Associate Director for Financial Services & Customer Relations

Job description

Associate Director for Financial Services & Customer Relations

Job no: 504790
Work type: Staff Full Time
Location: UMass Amherst
Department: Enrollment Management Ops
Union: PSU
Categories: Business & Financial Services, Professional Staff Union (PSU)

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 Director of Enrollment Management Financial Services and Customer Relations, the Associate Director of Financial Services and Customer Relations is responsible for all aspects of Financial Aid Services’ customer service, counseling, and outreach activities. The Associate Director manages the Financial Aid Customer Service Team and oversees the walk-in counseling area, call center, and on-campus “satellite offices.” The Associate Director is also responsible for supporting customer service operations in Undergraduate Admissions and Enrollment Management. This position requires a detailed understanding of the technical aspects of financial aid processing and regulations to provide superior customer service and to provide training to the Financial Aid Customer Service team.

Essential Functions

  • Manage all aspects of Financial Aid Services customer service and counseling. Supervise, train, develop, and provide leadership to Financial Aid Services counseling staff. Assist the Director of Enrollment Management Financial Services and Customer Relations on a continuous basis with personnel matters, staff training and development, problem solving, identification of team needs, and operational budget.
  • 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.
  • Oversee the management of Financial Aid Services call center, including staffing, training, scheduling, and productivity reports.
  • Oversee and manage the Financial Aid Peer Counseling program.
  • 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. Approve presentation materials, deliver presentations, and provide follow up counseling to students and families on all aspects of student finance and financial aid. Oversee 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) and Student Success Office.
  • Oversee the management of the Study Abroad, Domestic Exchange, Co-op and Consortium Agreement programs, including counseling, document processing, awarding, and all other financial aid-related needs of participating students.
  • Support University diversity initiatives by serving as office liaison for under-represented minority students and student groups and by serving as African-American, Latino, Asian, and Native American (ALANA), CMASS, and Stonewall Center liaison.
  • Create and implement departmental policies and procedures for the timely delivery of concise and accurate financial aid information. Assist in monitoring all related activity for conformity to Financial Aid, institutional, state, federal, and NCAA financial aid regulations. Perform quality controls and process reviews. Attend trainings, conferences, presentations, and webinars pertaining to financial aid and share relevant information with the counseling team.
  • Serve as member of PeopleSoft Implementation and Production Team, assist with testing PeopleSoft financial aid modules and updates, and monitor Financial Aid Services’ production calendar and deadlines.
  • Advise Enrollment Management leadership on uses of aid to maximize enrollment and retention of undergraduate and graduate students. Provide feedback and guidance on communication strategies and timing to maximize effective office-student communication.
  • Primary point of contact and subject matter expert for “student facing” athletics and financial aid information for student athletes, athletes’ families, coaches, and university staff. Participate as needed in athletic appeal hearings for cancellations/reductions of athletic scholarships.
  • Responsible for awarding limited number of private and endowed scholarship funds within the established parameters of written fund agreements. Process student requests for outside scholarship certifications. Work with private scholarship agencies to certify enrollment and financial need for large populations of students. Process student cost of attendance adjustments and loan changes or cancellations as requested.
  • Oversee collaboration with Human Resources to market, plan, and present the Gerald F. Scanlon Student Employee of the Year event.
  • Assist the Director of Enrollment Management Financial Services and Customer Relations with management and support of Enrollment Management and Undergraduate Admissions Customer Service unit. Provide assistance to Undergraduate Admissions during peak volume with customer service support as needed.
  • Serve as acting Director of Enrollment Management Financial Services and Customer Relations in the Director’s absence.

Other Functions

  • 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.
  • Work collaboratively with other campus stakeholders to fulfill the mission of Enrollment Management.
  • Demonstrate outstanding presentation skills; comfortable with public speaking.
  • Contribute to creating a positive and respectful workplace defined by personal and professional competence, integrity, and collaboration.
  • 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.
  • 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 at least five years of experience in higher education administration, including staff supervision.
  • Strong background using automated student information systems, spreadsheet, and office software systems.
  • Experience in customer service, counseling, and/or mediation.
  • Exceptional customer service and oral and written communication skills.
  • Ability to work independently.
  • Experience working within complex regulatory systems (e.g. Federal student aid, NCAA).
  • Experience working with confidential and sensitive data; experience using discretion and understand privacy laws (e.g. FERPA).
  • Presentation and public speaking skills, willingness to travel, and 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.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Financial aid experience and expertise including a working knowledge of federal and state regulations strongly preferred.
  • Strong understanding of student billing systems and student financial wellness.
  • Experience working with student athletes and familiarity with NCAA guidelines.
  • 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 29

PSU Salary Ranges

Special Instructions to Applicants

Please submit a resume, cover letter, and contact information for three professional references by 3/13/2020 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: Feb 11 2020 Eastern Standard Time
Applications close:




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Job No:
Posted: 2/12/2020
Application Due: 11/19/2020
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