Financial Aid Client Services Coordinator, UNLV Financial Aid, Outreach and Client Services [R0141648]

The University of Nevada, Las Vegas invites applications for Financial Aid Client Services Coordinator,UNLV Financial Aid, Outreach and Client Services [R0141648]

ROLE of the POSITION

Reporting to the Assistant Director for Client Services, the Client Services Coordinator assists in managing the workflows for the many internal processes surrounding customer service, outreach and external communication for the Office of Financial Aid & Scholarships.

This position oversees processing SalesForce cases submitted by students and the categorization of those cases in order to develop more proactive communication for high volume topics. The Coordinator will also assist in supervising the financial aid counseling that is responsible for various tasks related to customer service. Monitoring and establishing new workflows (as appropriate) and recognizing bottlenecks and appropriate benchmarking in processes in order to reduce the amount of time for cases to be resolved and information to be disseminated to students, families and other stakeholders is an important part of this position.

Additionally, the Coordinator will assist in creating and maintaining business process guides for customer service processes in both PeopleSoft and SalesForce (SF), and be responsible for the training of the counseling team on those processes. This position will also be responsible for development, maintenance and training for staff on financial aid presentations, knowledge articles and web updates; and will communicate with students and/or parents as appropriate and as escalations through case management require it both by phone and/or written communication (SF, email).

This individual also coordinates the office's outreach schedule and attends outreach activities where they can meet with prospective and current students and parents, explain financial aid processes and review student accounts for eligibility and award status.

MINIMUM QUALIFICATIONS

This position requires a Bachelor's Degree from an accredited college or university as recognized by the United States Department of Education and/or the Council on Higher Education Accreditation (CHEA) and 3-5 years of Related Professional Experience and 1-3 Years of Supervisory Experience. Credentials must be obtained prior to the start date.  Employee must not be in overpayment or default status for any Federal Student Aid program or award.

Knowledge

• Knowledge of aid policy and programs
• Knowledge of higher education current issues, specifically financial aid issues and policies
• Awareness of Federal Department of Education and Nevada Board of Regents policies

Skills

• Effective leadership and administrative skills: directing, planning, organizing, personnel management
• Effective communication skills: interpersonal, oral, written
• Clearly demonstrated ability to present information in an engaging and informative manner to a wide audience of constituents.
• Research skills in support of the development of policy and procedures
• Demonstrated proficiency to create and deliver reports and analysis to help with executive-level decision-making

Abilities

• Ability to quickly master PeopleSoft and Salesforce systems
• Ability to develop and continuously improve administrative policies and procedures
• Ability to anticipate issues and the consequences of decisions/actions
• Ability to handle confidential information with discretion
• Ability to establish productive, collegial relationships at all levels with staff, faculty, and admin. both on and off-campus
• Ability to coordinate staff efforts, to facilitate a team environment and to perform effectively as a collaborator
• Commitment to personal professional development
• Ability to navigate external Department of Education systems, including, but not limited to the National Student Loan Database (NSLDS) and the Common Origination and Disbursement (COD) System

PREFERRED QUALIFICATIONS

3-5 years SUPERVISORY EXPERIENCE

• Superior customer service
• High-paced environment
• Detail-oriented
• Familiarity with highly-regulated protocols
• Good professional judgement

Knowledge

• Knowledge of and/or experience with SalesForce CRM and Case Management
• Experience with PeopleSoft

COMMITMENT to DIVERSITY and CAMPUS VALUES

A successful candidate will support diversity, equity, and inclusiveness and contribute to a respectful, positive work environment. They will use our Campus Values to guide their decisions and actions and demonstrate our Rebel spirit.

SALARY

Salary competitive with those at similarly situated institutions.

BENEFITS OF WORKING AT UNLV

• Competitive total rewards package including:
  • Paid time off, sick leave, and holidays
  • Excellent health insurance including medical, dental and vision
  • Comprehensive retirement plans and voluntary benefits programs
• No state income tax
• Tuition discounts at Nevada System of Higher Education (NSHE) schools
• Tuition discounts for spouses, domestic partners, and dependents

PERKS

• Employee recognition and appreciation programs
• Connect with colleagues with shared interests
• Personal and professional development opportunities
• UNLV athletics ticket discounts
• Statewide employee purchase program discounts
• RebelCard discounts on and off campus
• Wellness programming for all UNLV faculty and staff at no cost
• Opportunity for career advancements to leadership roles

HOW TO APPLY

Submit a letter of interest, a detailed resume listing qualifications and experience, and the names, addresses, and telephone numbers of at least three professional references who may be contacted. References will not be contacted until the search chair notifies you in advance.

Applicants should fully describe their qualifications and experience, with specific reference to each of the minimum and preferred qualifications because this is the information on which the initial review of materials will be based.

Although this position will remain open until filled, review of candidates' materials will begin on April 30, 2024.

Materials should be addressed to Search Committee Chair, and must be submitted through Workday, as we do not accept emailed materials. For assistance with the application process, please contact UNLV Human Resources at (702) 895-3504 or [email protected] .

SPECIAL INSTRUCTIONS FOR INTERNAL NSHE CANDIDATES

UNLV employees or employees within the Nevada System of Higher Education (NSHE) MUST use the "Find Jobs" process within Workday to find and apply for jobs at UNLV and other NSHE Institutions. Once you log into Workday, type "Find Jobs" in the search box which will navigate to the internal job posting site. Locate this specific job posting by typing the job requisition number, "R0141648" in the search box.

If you complete an application outside of the internal application process, your application will be returned and you will have to reapply as an internal applicant which may delay your application.

PROFILE of the UNIVERSITY

Founded in 1957, UNLV is a doctoral-degree-granting institution of approximately 30,000 students and more than 3,600 faculty and staff. To date, UNLV has conferred more than 152,000 degrees, producing more than 130,000 alumni around the world. UNLV is classified by the Carnegie Foundation for the Advancement of Teaching as an R1 research university with very high research activity. The university is committed to recruiting and retaining top students and faculty, educating the region's diversifying population and workforce, driving economic activity through increased research and community partnerships, and creating an academic health center for Southern Nevada that includes the launch of a new UNLV School of Medicine. UNLV is located on a 332-acre main campus and two satellite campuses in Southern Nevada.

Here at UNLV, we have come together and created one of the most affirmative and dynamic academic environments in the country. UNLV sits in the top spot in U.S. News & World Report's annual listing of the nation's most diverse universities for undergraduates. The university has ranked in the top ten since the rankings debuted more than a decade ago. We continue to show our commitment to serving our wonderfully diverse population and building the future for Las Vegas and Nevada.

For more information, visit us on line at: http://www.unlv.edu

EEO/AA STATEMENT

The University of Nevada - Las Vegas (UNLV) is committed to providing a place of work and learning free of discrimination on the basis of a person's age (40 or older), disability, whether actual or perceived by others (including service-connected disabilities), gender (including pregnancy related conditions), military status or military obligations, sexual orientation, gender identity or expression, genetic information, national origin, race (including hair texture and protected hairstyles such as natural hairstyles, afros, bantu knots, curls, braids, locks and twists), color, or religion (protected classes). Discrimination on the basis of a protected class, including unlawful harassment, which is a form of discrimination, is illegal under federal and state law. Where unlawful discrimination is found to have occurred, UNLV will act to stop the unlawful discrimination, to prevent its recurrence, to remedy its effects, and to discipline those responsible. Women, minorities, and veterans are encouraged to apply.

TITLE IX STATEMENT

The University of Nevada, Las Vegas, does not discriminate on the basis of sex in any education program or activity that it operates. Non-discrimination on the basis of sex is mandated by Title IX of the Education Amendments of 1972 (20 U.S.C. §§ 1681 et seq.) and the corresponding implementation regulations (34 C.F.R. Part 106). The University's commitment to nondiscrimination in its education programs and activities extends to applicants for admission and employment. Inquiries concerning the application of these provisions may be referred to: Michelle Sposito, J.D., Title IX Coordinator, University of Nevada, Las Vegas, 4505 S. Maryland Parkway, Box 451062, Las Vegas, NV 89154-1062, Frank and Estella Beam Hall (BEH) Room 553, Telephone: (702) 895-4055; Email: [email protected] , or to The Assistant Secretary of the United States Department of Education, U.S. Department of Education, Office for Civil Rights, 400 Maryland Avenue, SW, Washington, D.C. 20202-1100; Telephone: 1-800-421-3481 FAX: 202-453-6012; TDD: 1-800-877-8339; Email: [email protected] ; or to both. 

Information pertaining to the University's grievance procedures and grievance process, including how to report or file a complaint of sex discrimination, how to report or file a formal complaint of sexual harassment, and how the University will respond can be found online at the Office of Equal Employment & Title IX webpage.

SAFETY AND SECURITY STATEMENT

UNLV is committed to assisting all members of the UNLV community in providing for their own safety and security. The Annual Security Report and Annual Fire Safety Report compliance document is available online.

JOB CATEGORY

 Administrative Faculty

Required Attachment(s)

Letter of interest, detailed resume listing qualifications and experience, and the names, addresses, and telephone numbers of at least three professional references.

UNLV is an Equal Opportunity / Affirmative Action educator and employer committed to achieving excellence through diversity. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, age, creed, national origin, veteran status, physical or mental disability, sexual orientation, genetic information, gender identity, gender expression, or any other factor protected by anti-discrimination laws. The University of Nevada, Las Vegas employs only United States citizens and non-citizens lawfully authorized to work in the United States. Women, under-represented groups, individuals with disabilities, and veterans are encouraged to apply.