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Director, Student Financial Services Center

Job Details

Director, Student Financial Services Center

University of Wisconsin - Milwaukee

Position Number: 02365921

Introduction (Description of School/College/Dept/Program)

Job Summary
Reporting to the Associate Vice Chancellor for Enrollment Management, the position of Director of the Student Financial Services Center (Director) will lead a team of professional staff, augmented by student worker support, to create an integrated organization that delivers seamless service supporting student's financial life at the University. Of great importance, the Director is expected to work collaboratively as a member of the Student Financial Services (SFS) leadership team in conjunction with the Director of Financial Aid Administration, Director of Student Scholarships, and the Director of Student Accounts to ensure consistent and accurate information regarding policy and procedures are uniformly applied, while maintaining the highest level of support and care to students regarding their educational financial needs.

The Director is responsible for providing oversight to a training program that ensures staff are fully prepared to handle queries and resolve issues consistent with the standards of service within the center. The Director will also ensure coverage and scheduling for staff in all media to address inquiries. Other campus-wide and community services will be handled and managed by the director such as departmental specific related issues, high-school “nights” and outreach to other constituents.

The Director has complete responsibility for the overall management of the SFSC. The goal is to provide 75-80% resolution of queries at the first point of contact. The Director assumes the responsibility for continuous improvement, constantly assessing current delivery standards and methods and implementing innovative strategies to provide superior service to constituents. Through the use of data analytics, surveys of stakeholders and best practices, the Director will implement policies and procedures consistent with the objective of the organization. The Director will also collaborate across the SFS units to ensure accurate, consistent, and comprehensive service in compliance with all regulations, such as FERPA, Title IV, among others.

The Director will foster collaboration among the various constituents so that a unified approach to customer service is achieved. The successful candidate will strive to create a welcoming, caring environment for students to receive support and answers to questions in multi-media environment, ensuring consistent excellence in all media channels. Technology improvements and innovations in the interest of creating a more efficient and streamlined delivery of service is vital. The Director will be responsible to communicate to the community the goals of the service organization, working to ensure gathering of information to train staff to provide the most comprehensive and accurate information in problem resolution.

Position Responsibilities

Provide strategic leadership to manage the smooth running of the service center meeting the mission and vision of the center
Collaborate with Director of Financial Aid Administration, Director of Student Scholarships, and the Director of Student Accounts to ensure policies and procedures are most current
In line with the UWM 2030 Radically Welcoming Strategic Initiatives, develop and implement standards of excellent customer service to ensure that student financial services are accessible, clearly communicated and provide support to all students across campus
In recognition that a student's primary focus is to achieve an education, the Director will develop policies and procedures in support of this goal.
Foster an environment of cooperation and camaraderie, staff participation in creative problem-solving to increase customer service and satisfaction across the areas.
Develop and continually review customer service standards, ensuring standards are met and adjustments are made as required
Establish clear student and staff communication plans detailing information that coordinates events within the cross-over areas and reaches the diverse communities on campus
Develop and manage a training program to ensure that all staff are up-to-date on all aspects of information for which they are responsible
Foster a culture of continuous improvements
Directly supervise staff to achieve the desired results of superior customer service and provide opportunities for professional development
Assess procedures and efficiencies based on data and analytics providing reports detailing activity in the area to internal and external constituents as needed
Provide continuous review of existing technology and advocate for improvements with Senior Leadership as needed
Develop relationships with stakeholders to ensure cooperation from departments that are integral to the success of the service center
Maintain knowledge and ensure compliance of all regulatory requirements for subjects for which the area provides service


The successful candidate will have excellent oral and written communication, organizational, and management skills. Additionally, the Director must be aware of the confidential and oftentimes sensitive nature of the problems and issues presented in a customer service environment. The Director must have excellent “soft” skills of compassion and a deep desire to solve problems rather than simply cite policy and will strive to be creative in providing the best service while complying with all regulations. The Director must also be a strong leader, providing direction and mentorship to professional develop and foster growth of staff. The Director must also be able to work with competing priorities, adjust to rapid changes in a rapidly-changing environment, and meet deadline even in the event of interruptions and focus distractions. Also, important is a sensitivity to diverse cultures.

Minimum Qualifications
1) Bachelor’s degree
2) At least three (3) years of experience in financial aid, student accounts or other student service areas;
3) At least one (1) full year in a leadership role
4) Demonstrated experiences working with populations that have been historically underrepresented in higher education (e.g., first-generation, Pell-eligible students, etc.)

Preferred Qualifications
1) Experience in a large, public university working with a diverse student, faculty and staff population
2) Experience working in or assisting establishing an integrated student service model
3) Demonstrated ability to collaborate and achieve consensus among various constituents
4) Demonstrated professional experience needed to understand, convey, advance, and demonstrate principles of diversity, equity, and inclusion in performance of responsibilities and amongst their team.
5) Knowledge of higher education financial and admissions regulatory policies
6) Experience working with technology to improve efficiency and delivery of goals
7) Experience in developing programs and providing services that have been successful in advancing the success of students that have been historically underrepresented in higher education.

Application Instructions
Interested applicants are required to apply online and provide a cover letter addressing your education/experience as they apply to all minimum and preferred qualifications, a resume, and a document listing the names and contact information for three professional references. UWM will not consider paper, emailed or faxed applications.

In instances where the Search and Screen Committee is unable to ascertain from a candidate’s application materials whether he/she/they meet any of the qualifications, he/she/they will be evaluated as not meeting such qualifications.

All application materials will be further evaluated as evidence of excellent written communication skills. Candidate(s) selected for hire will be required to submit official college transcripts.

Application Notes
For this position, applicants are required to apply online. UWM will not consider paper, emailed or faxed applications. Additionally, applicants must complete all required fields and attach any required documents. The process is complete when the message “Your application has been submitted” is displayed and you receive a confirmation number.

Legal Notices AA/EO Statement

UWM is an AA/EO employer: All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity/expression, disability, or protected veteran status.

Reasonable Accommodations

UWM provides reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment. Employment opportunities will not be denied because of the need to make reasonable accommodations for a qualified individual with a disability. If you need assistance or accommodation in applying because of a disability, please contact or 414-229-4463. This job announcement and other material on this site will be made available in alternate formats upon request to an individual with a disability.

Confidentiality of Applicant Materials

UWM is a State agency and subject to Wisconsin’s Open Records Law. UWM will not, however, reveal the identities of applicants who request confidentiality in writing except as may be required by Wisconsin’s Open Records law. In certain circumstances, the identities of “final candidates” and/or the identity of the appointed applicant must be revealed upon request.

CBC and Reference Check Policy

Employment will require a criminal background check. UWM takes the prevention of sexual misconduct seriously. As such, you and your references will be required to answer questions regarding any past findings of sexual violence and sexual harassment or any pending allegations of sexual violence or sexual harassment.

Annual Security and Fire Safety Report (Clery Act)

For the UWM Annual Security and Fire Safety Reports (i.e., Clery Report), which includes statistics about reported crimes and information about campus security policies, see, or call UWM’s Dean of Students Office, Student Union 345 at (414) 229-4632 for a paper copy.

Employment Authorization

In compliance with federal law, all persons at the time of their start date will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

To apply, please visit:

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Join the UWM family and the Milwaukee community and grow professionally and personally in your career and life. As the most diverse institution in the University of Wisconsin System, we’re a learning destination for 26,000 students. Our on campus health, counseling, and health promotion and wellness services provide integrated, holistic care for students through our medical, counseling, and health promotion and wellness departments services and outreach programs. We assist the UWM campus community through collaborative partnerships designed to enhance the university’s academic and community service mission and focus on our student’s wellbeing as an essential component to student success.</p>

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