Director of Student Financial Services & Records

The Director of Student Financial Services & Records, reporting to the Vice Provost for Enrollment, is responsible for a team of Enrollment Services Counselors (ESC).  A strong financial acumen is expected and required, along with a customer service orientation. 

 

RESPONSIBILITIES

 

The team of ESCs field questions related to billing, financial aid, scholarships, alternate funding, tuition and fees and other items related to the student’s financial account or student record.  These requests are received via telephone, email, walk up, and require courteous, timely, and effective resolution for students and families.  This position will supervise and train staff to receive, prioritize, and document information while actively working with students and families. The staff will have a strong understanding of available technology and financial terminology.  This role will oversee that agreed upon service levels for internal and external constituents are satisfied and promote an environment within the Enrollment Services area that leads to ethical, effective, and engaged staff.  The Director incorporates performance-based measurement and technology into innovative solutions that are sound, intuitive, and scalable, and they will lead in the utilization of continuous improvement methodology to help achieve industry best practices in customer service and experience.

 

Planning:

• Provides direction concerning financial service improvements based on best practices in banking and with financial service providers.
• Creates a reoccurring department roadmap relative to people, processes, and systems and with an eye toward continuous improvement and innovation in short- and long-term area objectives.
• Creates department vision/strategy which contributes to university mission by supporting university enrollment, persistence, and retention activities.
• Continues to stay up to date on changing legal, governmental, and compliance related issues in the Business Office and Financial Aid. 

 

Lead:

• Provides vision and leadership in managing the functions of the Enrollment Services Counselors, specifically in leveraging technology and financial service best practices.
• Functions as the lead contact for Director of Business Office, Director of Financial Aid, and Registrar (as needed or appropriate).
• Oversee the overall operations of Enrollment Services Team relative to identified duties.
• Implements and oversees customer service delivery for all prevailing inbound and outbound modalities.
• Based on business need steps into the Enrollment Services Counselor role to provide services directly
• Represents the area on assigned committees and interdepartmental meetings.
• Actively look for ways to leverage personnel to better serve students, families, and improve workflow across Enrollment Management
• Coordinate and communicate with appropriate university offices to develop functional area processes, systems, and procedures impacting student financial services.

 

Control:

• Establish and achieve documented service levels.
• Prepares and manages team level budget and monitors performance relative to it.
• Create and enforce performance metrics.
• Ensures key standard operating procedures are documented and maintained.

 

Organization:

• Hire, train, supervise, and annually evaluate assigned staff with an emphasis on growing co-workers.
• Encourage and demonstrate active membership of regional or national university financial service organizations and student success/customer experience organizations.
• Remains current in student financial service best practices and field of expertise to ensure area operations remain at the industry forefront.

 

EXPERIENCE

• Bachelor’s degree, required, advanced degree strongly preferred.
• 5 + years experience in one or more of the following areas preferred: Registrar’s Office, Accounting, Help-Desk, Banking, Data Entry, Financial Aid or Student Accounts
• 5+ years experience in Customer Service preferred .
• Previous experience as a people manager, including training employees, organizing, prioritizing, and scheduling work assignments preferred .

 

AAP/EEO Statement 

Creighton University is committed to providing a safe and non-discriminatory educational and employment environment. The University admits qualified students, hires qualified employees and accepts patients for treatment without regard to race, color, religion, sex, marital status, national origin, age, disability, citizenship, sexual orientation, gender identity, gender expression, veteran status, or other status protected by law. Its education and employment policies, scholarship and loan programs, and other programs and activities, are administered without unlawful discrimination.

 

Disclosure Statement 

This description describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Regular, reliable attendance is an essential function and all employees are required to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work in excess of normal working hours as workloads and seasonal activities necessitate. A complete description is available in the Human Resource office located at 3006 Webster Street Omaha, NE. Creighton University reserves the right to modify duties, responsibilities and activities at any time with or without notice.