Assistant Director for Enrollment & Operational Services

Details

Posted: 22-Mar-24

Location: Bronx, New York

Salary: Open

Categories:

Staff/Administrative
Student Affairs/Services

Internal Number: 7110

About Fordham:

Founded in 1841, Fordham is the Jesuit University of New York, offering an exceptional education distinguished by the Jesuit tradition to more than 16,000 students in its nine colleges and schools. It has residential campuses in the Bronx and Manhattan, a campus in West Harrison, N.Y., the Louis Calder Center Biological Field Station in Armonk, N.Y., and the London Centre in the United Kingdom.
The University offers a comprehensive benefits package that includes medical, dental, and vision insurance; flexible spending accounts; retirement plans; life insurance; short and long-term disability; employee assistance program (EAP); tuition remission; and generous time off.
Successful candidates should have a knowledge of and commitment to the goals of Jesuit Education.

Department: Enrollment Services - Services Center

Position Summary:

Reporting to the Director of Enrollment, the Assistant Director of Enrollment
& Operational Services supports enrollment customer service initiatives,
including the management of the Enrollment Group Call Center.
The position is responsible for developing operational procedures; monitoring
the interaction of staff with constituents to ensure excellent customer
service; generating, distributing, and analyzing customer service-related
analytics; and managing FERPA compliance.
This position requires travel to both campuses and requires occasional evening and weekend hours.

Essential Functions:

• Manages the Enrollment Group Call Center, including oversight of customer interactions and operational procedures
• Monitors and reviews staff interaction with constituents to ensure excellent customer service.
• Generates, distributes, and analyzes customer service analytics from Call Center operations.
• Collaborates with other Enrollment Group managers to ensure the
  Enrollment Services staff has the necessary information needed to provide quality customer service.
• Coordinates with other Enrollment Group managers to identify modules
  for training, conducts meetings/training, and maintains the training
  materials for staff and new initiatives.
• Assists the Director of Enrollment Services and the Director of EnrollmentOperations & Quality Assurance in the management and tasks for theirrespective offices.

Required Qualifications:

• Bachelor's Degree
• Minimum of two years' professional experience in student financial services or related professional experience in higher education
• Minimum of one year of experience managing others

Preferred Qualifications:

• Experience in Automated Call Distribution phone management
• Experience with Banner, CRM, PowerFaids, Reporting.
• Knowledge of billing and general accounting procedures.

Minimum Salary: $62,400

Maximum Salary: $64,000

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About Fordham University
Fordham Founded in 1841, Fordham is the Jesuit University of New York, offering an exceptional education distinguished by the Jesuit tradition to more than 16,000 students in its 9 colleges and schools. It has residential campuses in the Bronx and Manhattan, a campus in West Harrison, N.Y., the Louis Calder Center Biological Field Station in Armonk, N.Y., and the London Centre in the United kingdom.
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