Asst Director - Customer Service & Outreach

Eastern Washington University, United States

Updated: over 1 year ago
Location: Cheney, WASHINGTON
Deadline: 25 Jan 2023

Posting Details
Posting Details


Position Title Asst Director - Customer Service & Outreach
Posting Number 2022126EP

Position Information


Classification Title Assistant Director-Customer Service & Outreach
Working Title Assistant Director - Customer Service & Outreach
Classification Code 2018
RCW Exemption Criteria 16 - Principal Assistant
EWU Position Number E99271
CUPA Code No Match
FLSA Exempt - Administrative
Bargaining Unit None
% Full Time 100
Salary / Wage Range AE - 108
Salary Information
The salary range for this position is $58,000 (minimum) up to $60,000. Where the hired candidate will begin within this range is dependent on education, experience and skills. 
Anticipated Start Date
Term of Appointment 12
Location Cheney
County Spokane
Project Description
N/A
Project Duration
Background Check Yes - Both
Responsible HR User Saundra Godin
Responsible HR User Email address [email protected]

Posting Text


Job Summary
The Office of Enrollment Services at Eastern Washington University invites applications for Assistant Director – Customer Service & Outreach to support EWU’s financial aid team. The Financial Aid Office at EWU strives to provide student-centered quality service and to administer the financial aid programs in such a way as to maximize education access and support the mission of the University.
The Assistant Director – Customer Service & Outreach will:
  • Develop and manage strategic and proactive customer service model. This includes all aspects of student services, including general guidance, financial wellness, academic progress monitoring and professional judgment. Utilize available data to make informed decisions in program development.
  • Design and implement strategic community outreach in promotion of financial wellness, college affordability and FAFSA/WASFA completion. Utilize available data to target special communities and/or underserved populations.
  • Provide office leadership and play an integral role in department and division goals and strategic operations development.
  • Ensure program integrity and compliance with all federal, state and institutional regulations.


A successful candidate for Assistant Director – Customer Service & Outreach should be customer service focused and possess the skills and talents necessary to accomplish the duties of the position detailed below.

The Assistant Director – Customer Service & Outreach reports to the Financial Aid Director, and will regularly collaborate with teammates, campus partners and community representatives, exploring and employing innovative solutions to support access to higher education, financial aid knowledge and FAFSA/WASFA completion.
About Us
Enrollment Services supports Eastern Washington University’s mission by providing quality service to students, families, faculty, staff, and community partners while contributing to a university centered on student learning and success. For more information about us and all the services we provide, visit our website .
Applications will be accepted through January 25, 2023; screening of applications will begin the next day. All materials will be held in strictest confidence; references will not be contacted until candidates have been notified.
On top of salary, the university offers a comprehensive benefits package including health insurance, life and disability insurance and retirement. In addition, EWU offers generous vacation and sick leave accruals, 12 paid holidays per year and fringe benefits, such as tuition waiver for employees, discounted EWU sports tickets and free transportation through STA buses. For additional information regarding insurance benefits please see our Benefits page: https://inside.ewu.edu/hr/benefits/insurance/ .
EWU expands opportunities for personal transformation through excellence in learning.
Eastern Washington University is committed to increasing the diversity of its faculty, staff, students, and academic program offerings and to strengthening sensitivity to diversity throughout the institution. Eastern Washington University is an affirmative action/equal opportunity employer, and applications from members of historically underrepresented groups are especially encouraged.
About Eastern Washington University
Eastern Washington University, a regional, comprehensive public university with an enrollment of over 10,000 students, is one of six state-funded four-year institutions of higher education in Washington, each governed by its own board of trustees. EWU’s 300-acre main campus is located in Cheney, a community of 12,000 residents 16 miles southwest of Washington’s second largest city, Spokane. Eastern also offers programs in downtown Spokane at the innovative, energy-efficient Catalyst building and at Riverpoint, a campus shared with Washington State University. In addition, EWU programs can be found at select locations throughout the state, aligned with the needs of the community. Eastern contributes to the vitality of the region and the state through its wide array of bachelor’s and master’s degrees in over 100 fields of study, as well as applied doctorates in physical therapy and educational leadership, offering accessible pathways to career success and personal development to students of all socioeconomic and cultural backgrounds.
Tribal Land Acknowledgement
Eastern Washington University resides within the traditional homelands of the Spokane People and other tribes who are connected through their shared history of this region. This land holds their cultural DNA and it is their Ancestors who are here and bring forth the knowledge of this place—the knowledge that comes from the land.
Diversity Statement
EWU does not discriminate in its programs and activities on the basis of race, color, creed, religion, national origin, citizenship or immigration status, sex, pregnancy, sexual orientation, gender identity/expression, genetic information, age, marital status, families with children, protected veteran or military status, HIV or hepatitis C, status as a mother breastfeeding her child, or the presence of any sensory, mental, or physical disability or the use of a trained guide dog or service animal by a person with a disability, as provided for and to the extent required by state and federal laws.
Conditions of Employment
This position, during the course of university employment will be involved in the receipt of, or accountability for, university funds or other items of value, as well as the unsupervised access with the developmentally disabled, vulnerable adults or children under the age of 16. The offer of employment is contingent upon successful completion and passing of a background check prior to beginning employment.
All new employees must comply with EWU Immunization Policy 602-02 and provide proof of immunity or vaccination to MMR and proof they are fully vaccinated against COVID-19 before beginning work at EWU. Waivers for the immunization requirements are available for medical or sincerely held religious beliefs.
  • COVID-19 Vaccination and Exemption Information link: https://inside.ewu.edu/hr/


Upon hire – You must complete required DEI, Hazing, and Harassment and Title IX training. The training will be available online, in person or via Zoom. In person and Zoom training opportunities will be posted on InsideEWU and listed on Human Resources’ webpage.
Physical Demands
Optional: Contact Saundra Godin in Human Resource Services at [email protected] to obtain a copy of the Essential Functions Analysis which will describe conditions of employment, such as physical and mental demands.
Pre-Placement Physical No
Hearing Test No
Medical Monitoring Post Hire No
Protective Equipment
Required Qualifications
  • Bachelor’s degree and minimum two years of financial aid related experience OR  Bachelor’s degree and five or more years of higher education experience
  • Analytical and critical thinking skills to manage complex tasks in adherence to federal and state regulations.
  • Pass the requirements to access all Federal and state aid related administration systems.
  • Supervisory and leadership experience, including managing customer service or comparable programs, problem resolution and customer de-escalation.
  • Excellent written and verbal communication skills.
  • Candidates must demonstrate a high degree of interest, ability and/or experience promoting cultural competency, universal accessibility, or diversity.
Preferred Qualifications
  • Master’s degree
  • Experience working in fast paced, high demand environment
  • Experience with the Banner Financial Aid System, a website management tool, such as Word Press; a mass email and communication tools, such as Slate, and/or a student care tool, such as Navigate
  • Bilingual ability
Other Skills and Abilities
Work Schedule Type Regular
Work Schedule
8am – 5pm; Monday – Friday
Posting Date 12/28/2022
Open Until Further Notice No
Closing Date 01/25/2023
Screening to Begin 01/26/2023
Special Instructions to Applicants
It is strongly recommended that you print a copy of these instructions and the position posting before you begin to complete the online application, as the instructions will not be viewable once you begin the application process.
Required documentation includes all of the items listed below.
  • Attach a detailed cover letter in which you explain how you meet each of the required qualifications [and preferred qualifications, if applicable]. It is preferred that you provide that information in a bulleted list or within a table within your cover letter.
  • Attach a chronological resume including work history and major duties, education, and any specialized training or skills related to the position. List at least 3 professional references including: names, titles, organization name, phone numbers, email addresses, and connection to you (these can be identical to the references listed on the application).
  • Complete the online application form and respond to the online questions, if applicable.
  • Diversity Response – As an equal opportunity employer with a multicultural staff and student population, we are interested in how your qualifications prepare you to work with diverse faculty, staff, and student populations representing various cultures and backgrounds that may be different from your own. You will be asked to attach a diversity response as part of the online application process: Please describe how you will apply an approach that is supportive to the diverse needs, including universal access, of our students, faculty, staff, and the public.
    		•
    Application Types Accepted Profile

    Job Duties


    % of Time 40
    Responsibility / Duty
    DEVELOP AND MANAGE FINANCIAL AID STUDENT SERVICES
    • Develop and manage an annual service plan in support of the University’s and the Financial Aid and Scholarship Office’s strategic goals.
    • Regularly analyze processes and services for consistent challenge points and identify resolutions.
    • Develop and manage all front-end operations and customer support.
    • Provide leadership and on-going training emphasizing quality service and problem resolution.
    • Regularly audit for quality control and customer satisfaction, implementing enhancements for continuous improvement, including regular participation is the front-end service role.
    Essential Function Indicator Yes
    % of Time 40
    Responsibility / Duty
    DESIGN AND IMPLEMENT COMMUNITY OUTREACH AND ENGAGEMENT
    • Design and implement annual outreach plan in support of University’s strategic goals, particularly in FAFSA completion and College Affordability.
    • Develop and maintain strong relationships with campus and community partners.
    • Initiate, create, manage and facilitate all outreach efforts, presentations, education programs, etc. Identify key populations for enhanced services and follow up.
    • Write and edit outreach messages in line with institutional standards and within institutional communication platforms such as Navigate and Slate.
    • Manage department website, remaining current and responsive to external audiences
    • Coordinate key outreach efforts with Enrollment Services partners and various campus partners in student support units.
    • Regularly audit for quality control and customer satisfaction, implementing enhancements for continuous improvement, including regular participation is the outreach role.
    Essential Function Indicator Yes
    % of Time 15
    Responsibility / Duty
    SUPERVISION AND LEADERSHIP
    • Hire, supervise and train full time and part time staff.
    • Establish an office environment committed to the mission and goals of the University and the leadership principles of Enrollment Services.
    • Involve staff in decision making and goal-setting.
    • Provide opportunities for professional development of staff.
    • Focus on continuous improvement; encourage open communication; expect accountability; recognize good performance; resolve problems expeditiously.
    • Build, provide and maintain comprehensive training for customer service and outreach team on all federal and state financial aid regulations, program administration, verification/evaluation and internal policies and procedures.
    • Regularly audit processes, communications and service for accuracy and enhancement.
    Essential Function Indicator Yes
    % of Time 5
    Responsibility / Duty
    PLANNING AND CONTINUOUS IMPROVEMENT
    • Formulate short- and long-term goals and objectives, considering industry standards and other successful service models. Proactively consider future issues and/or obstacles which may impair service and recommend improvement and growth strategies.
    • Other duties as assigned
    Essential Function Indicator Yes

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