University of New England
Associate Director of Communications and Student Support Services
University of New England, Biddeford, Maine, us, 04007
Position Details
Position Information
Position TypeProfessional Staff
Faculty Track
Position TitleAssociate Director of Communications and Student Support Services
Employment StatusFull Time
Months12
CampusBiddeford, ME
Description
The Associate Director of Communications and Student Support Services for Student Financial Services develops and manages services designed help students successfully navigating through the billing and financial aid process. Through a proactive and strategic approach, the Associate Director of Communications and Student Support Services for Student Financial Services will streamline and strengthen communications and customer services within SFS. This position directly oversees and manages SFS centralized call-center, emails and website, along with print and electronic materials.
About Student Financial Services
Student Financial Services (SFS) is a centralized office providing financial aid and student account services to all students enrolled at the University. The SFS team works as a strategic partner to support the University's mission, values and goals. Student Financial Services helps students to navigate the process understanding that financing a college education is a partnership between a student, their family, and the University. The division's goal is to help students maximize the resources available to them and is committed to assisting students and their families in finding the financial means to achieve their educational goals.
About the University of New EnglandUNE is Maine's largest private university, with two beautiful coastal campuses in Maine, a one-of-a-kind study-abroad campus in Tangier, Morocco, and an array of flexible online offerings. In an uncommonly welcoming and supportive community, we offer hands-on learning, empowering students to positively impact a world full of challenges. We are the state's top provider of health professionals and home to Maine's only medical and dental colleges, a variety of other interprofessionally aligned health care programs, and nationally recognized programs in the marine sciences, the natural and social sciences, business, the humanities, and the arts.
UNE offers a generous comprehensive benefits package to eligible employees. The package includes varied health and dental plans; a retirement plan that includes up to an eight percent match; extensive paid leave including holidays, vacation, sick, and personal time; and educational benefits. Please visit the Human Resources Benefits site for additional information regarding UNE's benefits package.
ResponsibilitiesProvide leadership, management and oversight to customer service staff at key contact-points (electronic, phones and in-person). Direct staff to achieve high service levels that will differentiate UNE in competitive marketplace.Form supportive relationships with other service unit leaders, peers and direct reports to assist in development of communication initiatives.Work closely with Admissions team to ensure SFS communications support University marketing/image and enrollment objectives.Build and continuously improve strategic outreach approaches that result in stronger student engagement with office.
Enhance financial aid file completion performance through communications.Work with Director of Financial Aid to create more effective award letter communication materials.Work closely with Director of Student Accounts to create and to improve billing and collections outreach and communications.Establish effective engagement communication flows promoting "return on investment" strategies designed to differentiate UNE in marketplace.Create and deliver important communications concerning on-time graduation and degree completion.
Primary responsibility for SFS website content as well as look, feel and functionality.Performs other duties as assigned or apparent.SUPERVISION EXERCISED
Customer Service Team (3-full-time positions and student employees).
Qualifications
Bachelor's degree required and 3 to 5 years of successful work experience in customer service management or a combination of education and experience from which comparable knowledge and skills are acquired.
Preferred direct experience in financial aid or student accounts/billing office.Proven experience managing and directing customer service functions to high success.Knowledge of enrollment management principals and financial of need analysis and federal/state financial aid programs; ability to read, comprehend and follow all policies, regulations and laws as they relate to financial aid.Proven experience in the creation and development communications plans and ability to perform data research and analysis.Strong customer service skills along with an ability to manage objections.Proven self-starter who is highly motivated, a creative solutions provider and results-driven with a strong desire to succeed.Must possess a sense of urgency and be able to multi-task in a fast-paced environment.Excellent written and verbal communications skills in order to successfully counsel students and respond to student concerns.Strong organizational and time-management skills with consistent follow-up.Ability to travel between campuses as needed.Knowledge of SCT Banner and Cognos a plus.
EEO Statement Summary
Consistent with federal and state law and University policy, the University of New England is committed to the fundamental concept of equal opportunity for all of the members of the University community. The University prohibits, and will not tolerate, discrimination in employment, the provision of academic services or in any other area of University life based on race, color, sex, physical or mental disability, religion, age, ancestry, national origin, sexual orientation, gender identity and/or expression, ethnicity, genetic information, HIV status, or status as a veteran. Prohibited bias factors should not motivate decisions regarding students, employees, applicants for admission, applicants for employment, contractors, volunteers or participants in and/or users of institutional programs, services, and activities.
COVID Vaccination Statement (PLEASE NOTE)
Employees in clinical settings must meet the State of Maine's immunization requirements for clinical activity.
Posting Detail Information
Posting Number2022PS0474P
Open Date07/16/2024
Close Date
Open Until FilledYes
Position Information
Position TypeProfessional Staff
Faculty Track
Position TitleAssociate Director of Communications and Student Support Services
Employment StatusFull Time
Months12
CampusBiddeford, ME
Description
The Associate Director of Communications and Student Support Services for Student Financial Services develops and manages services designed help students successfully navigating through the billing and financial aid process. Through a proactive and strategic approach, the Associate Director of Communications and Student Support Services for Student Financial Services will streamline and strengthen communications and customer services within SFS. This position directly oversees and manages SFS centralized call-center, emails and website, along with print and electronic materials.
About Student Financial Services
Student Financial Services (SFS) is a centralized office providing financial aid and student account services to all students enrolled at the University. The SFS team works as a strategic partner to support the University's mission, values and goals. Student Financial Services helps students to navigate the process understanding that financing a college education is a partnership between a student, their family, and the University. The division's goal is to help students maximize the resources available to them and is committed to assisting students and their families in finding the financial means to achieve their educational goals.
About the University of New EnglandUNE is Maine's largest private university, with two beautiful coastal campuses in Maine, a one-of-a-kind study-abroad campus in Tangier, Morocco, and an array of flexible online offerings. In an uncommonly welcoming and supportive community, we offer hands-on learning, empowering students to positively impact a world full of challenges. We are the state's top provider of health professionals and home to Maine's only medical and dental colleges, a variety of other interprofessionally aligned health care programs, and nationally recognized programs in the marine sciences, the natural and social sciences, business, the humanities, and the arts.
UNE offers a generous comprehensive benefits package to eligible employees. The package includes varied health and dental plans; a retirement plan that includes up to an eight percent match; extensive paid leave including holidays, vacation, sick, and personal time; and educational benefits. Please visit the Human Resources Benefits site for additional information regarding UNE's benefits package.
ResponsibilitiesProvide leadership, management and oversight to customer service staff at key contact-points (electronic, phones and in-person). Direct staff to achieve high service levels that will differentiate UNE in competitive marketplace.Form supportive relationships with other service unit leaders, peers and direct reports to assist in development of communication initiatives.Work closely with Admissions team to ensure SFS communications support University marketing/image and enrollment objectives.Build and continuously improve strategic outreach approaches that result in stronger student engagement with office.
Enhance financial aid file completion performance through communications.Work with Director of Financial Aid to create more effective award letter communication materials.Work closely with Director of Student Accounts to create and to improve billing and collections outreach and communications.Establish effective engagement communication flows promoting "return on investment" strategies designed to differentiate UNE in marketplace.Create and deliver important communications concerning on-time graduation and degree completion.
Primary responsibility for SFS website content as well as look, feel and functionality.Performs other duties as assigned or apparent.SUPERVISION EXERCISED
Customer Service Team (3-full-time positions and student employees).
Qualifications
Bachelor's degree required and 3 to 5 years of successful work experience in customer service management or a combination of education and experience from which comparable knowledge and skills are acquired.
Preferred direct experience in financial aid or student accounts/billing office.Proven experience managing and directing customer service functions to high success.Knowledge of enrollment management principals and financial of need analysis and federal/state financial aid programs; ability to read, comprehend and follow all policies, regulations and laws as they relate to financial aid.Proven experience in the creation and development communications plans and ability to perform data research and analysis.Strong customer service skills along with an ability to manage objections.Proven self-starter who is highly motivated, a creative solutions provider and results-driven with a strong desire to succeed.Must possess a sense of urgency and be able to multi-task in a fast-paced environment.Excellent written and verbal communications skills in order to successfully counsel students and respond to student concerns.Strong organizational and time-management skills with consistent follow-up.Ability to travel between campuses as needed.Knowledge of SCT Banner and Cognos a plus.
EEO Statement Summary
Consistent with federal and state law and University policy, the University of New England is committed to the fundamental concept of equal opportunity for all of the members of the University community. The University prohibits, and will not tolerate, discrimination in employment, the provision of academic services or in any other area of University life based on race, color, sex, physical or mental disability, religion, age, ancestry, national origin, sexual orientation, gender identity and/or expression, ethnicity, genetic information, HIV status, or status as a veteran. Prohibited bias factors should not motivate decisions regarding students, employees, applicants for admission, applicants for employment, contractors, volunteers or participants in and/or users of institutional programs, services, and activities.
COVID Vaccination Statement (PLEASE NOTE)
Employees in clinical settings must meet the State of Maine's immunization requirements for clinical activity.
Posting Detail Information
Posting Number2022PS0474P
Open Date07/16/2024
Close Date
Open Until FilledYes