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Senior Associate Director (One Stop)

Company: University of Massachusetts Boston
Location: Boston
Posted on: September 25, 2022

Job Description:

Apply now Job no: 515879
Position Type: Staff Full Time
Campus: UMass Boston
Department: One Stop Student Serv Ctr
Pay Grade: 34
Date opened: 20 Sep 2022 Eastern Daylight Time
Applications close: 18 Oct 2022 Eastern Daylight TimeGeneral Summary: -The Senior Associate Director will report to the Director of One Stop and assist in providing oversight of daily operations and supervision of One Stop Service Team. The incumbent's overarching responsibility is to create and support understandable, convenient, and flexible systems for the delivery of student services across multiple channels and platforms. S/he will offer training, updates, and support to staff to ensure the delivery of consistent and complete service. As part of their duties, the Senior Associate will also directly provide comprehensive counseling with current and future students and families, university faculty, and staff in all areas relating to student services functions (offering primary student support for the home offices: Registrar, Financial Aid and Student Accounts) across all service channels (virtual meeting., telephone, email, live chat, website and in-person). The position supports cooperative cross-functional, cross-campus communications and dialogue by maintaining a close working relationship with all campus offices and knowledge of current business practices, processes and procedures. The Senior Associate will be a contributing member to various committees as well as act as a functional second in the absence of the Director. -Examples of Duties: -

  • Foster and maintain strong working relationship and feedback with each of the home offices to ensure timely, accurate and efficient service with a commitment to continuous quality improvement
  • Leverage CRM, chat, and scheduling data to ensure that delivery and modality of service is meeting demand and exceeding expectations
  • Perform quality control checks and analysis of chat transcripts, email content, as well as phone, virtual meetings and walk-in interactions to identify opportunities for training
  • Collaborate with Enrollment Management Marketing to ensure the One Stop webpage and office display monitors are current and leveraged to maximize awareness on trending topics and important deadlines
  • Provide guidance and expertise to One Stop Service Advisors to support them in handling complex student cases and inquiries
  • Responsible for knowing/utilizing customer service best practices and relevant information needed to provide and ensure high quality, consistent student-centered service
  • Assists students with registration-related inquiries pertaining to adding/dropping courses, processing transcripts, enrollment verification, processing forms, and course controls (class permissions, closed classes, and prerequisites).
  • Identifies reoccurring issues and works with home offices to ameliorate through the introduction or improvement of processes and communication
  • Participates and presents at various campus events including Open House, Welcome Day, Orientation, and Registration
  • Promote awareness and understanding of student self-service opportunities as well as work to introduce new options and enhance the self-service experience
  • Provide and oversee customer service functions for the Registrar, Financial Aid and Student Accounts (Bursar's Office) and provide appropriate referrals to other offices.
  • Service topics include but are not limited to:
    • Registrar: Registration issues; course overrides; pre-requisites; transcripts; enrollment verifications; and adding and dropping of courses Financial Aid: FAFSA submission and correction; document submission via Campus Logic; book advances; and loan adjustments
    • Students Accounts: Reading and understanding bills; payment plan enrollment; outside scholarships; tuition waivers and remission; online payment submission
    • Referrals to: Academic Advising; Student Affairs; Information Technology; Parking and Transportation; Housing; and Dining
    • Maintains general knowledge and understanding of admissions information related to deadlines, the application process, merit scholarship awards and deposit deadlines to address any inquiries from prospective students
    • Collects and reviews tuition waiver certificates, outside scholarship notifications, and documentation for consortium cross-registration agreements;
    • Maintain compliances with FERPA and other federal and state regulations;
    • Keeps track of inventory and place office supplies as needed; serve as ProCard holder for the office;
    • Assists in guidance and supervision of student employees, including hiring, onboarding and timesheet entry.
    • Perform other duties as assigned. -Qualifications: -
      • Bachelor's Degree and a minimum of five years of experience in higher education working directly with students in a customer care role. Previous staff supervisory experience preferred.
      • Experience with service delivery and problem resolution;
      • Working knowledge of FERPA compliance and other federal and state regulations;
      • Ability to work effectively in a highly collaborative environment as a member of a team of service professionals;
      • Ability to interact effectively with students, family members, and the general public as well as with representatives from other departments or institutions;
      • Ability to understand the "big picture" as well as the details of complicated systems and issues;
      • Ability to leverage technology and data to continuously improve student service experience and business processes.
      • Ability to exercise good judgment and be responsible and courteous with a commitment to customer service.
      • Strong interpersonal, problem solving, and written and oral communication skills required;Application Instructions: -Please apply online with your resume, cover letter and list of three professional references.Review of candidates will begin following the application closing date. -Only Internal candidates in the Professional Staff Bargaining Unit will be considered during the first 10 business days of the posting. All other candidates will be considered after that period. -Salary Ranges for the appropriate Pay Grade can be found at the following link: -All official salary offers must be approved by Human Resources.UMass Boston requires all employees to be vaccinated against COVID-19 and to confirm proof of their vaccination status including booster. Exemptions from the vaccine requirement will be permitted only for qualifying religious or medical reasons. Regardless of vaccination status, you must wear a face covering in public indoor spaces on campus.All official salary offers must be approved by Human Resources.The University of Massachusetts Boston provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, genetic information, pregnancy or a pregnancy-related condition, or membership in any other legally protected class. The University of Massachusetts Boston complies with all applicable federal, state and local laws governing nondiscrimination in employment in every location in which the university operates. This policy applies to all terms and conditions of employment.UMass Boston normally does not provide H-1B visa sponsorship for non-academic positions.The University of Massachusetts Boston is committed to providing a safe and secure environment that is supported by qualified employees for all of its students, faculty and staff to carry out the University's teaching, research and public service missions. As a condition of employment, the University will conduct appropriate background check reviews. For more information, please see the University of Massachusetts Boston campus policy and procedures for employee background reviews.UMass Boston requires all employees to be vaccinated and to confirm proof of their vaccination status.Exemptions from the vaccine requirement will be permitted only for qualifying religious or medical reasons. Regardless of vaccination status, you must wear a face covering in public indoor spaces on campus.Update your profile details, view your application and progress.Keep informed about job opportunities at UMass Boston.
        • Admissions/Enrollment/Student Recruitment 1

Keywords: University of Massachusetts Boston, Boston , Senior Associate Director (One Stop), Executive , Boston, Massachusetts

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