Student Support Manager, Enrollment Services

There are multiple openings for this role in both Baltimore and Washington, DC.

General summary/purpose:

The Student Support Supervisor will provide supervision and guidance to a Student Support Specialist team that supports students and stakeholders across Johns Hopkins University (JHU). This position requires a background in supervisory responsibilities and experience in a fast-paced, ever-changing environment that delivers high-quality, student-centered customer service through multiple modalities (email, in-person, and phone). The person in this role will manage a team that serves as the primary point of contact for students, parents, call center staff and other stakeholders seeking guidance for financial aid, registrar, and student accounts services.

The Student Support Supervisor must have a pleasant disposition and a positive attitude. As a key leader of a team that is grounded in excellent customer service, the person in this position will be responsible for meeting quality customer service metrics and assessments. The manager will collaborate effectively in a team environment to design, enact and continuously improve upon interconnected work standards, processes, and procedures.

The person in this position should have an in-depth understanding of or exceptional familiarity with financial aid, registration, and student accounts processes and policies. This person should also have extensive knowledge of Title IV compliance regulations ensuring adherence to regulatory compliance with financial aid applications and eligibility.

This position will support and report directly to the University Director of Student Enrollment Support. As the university develops an integrated student service shared services organization (SSO), the duties of this position will include supporting student accounts, financial aid and registration related questions and concerns throughout the university.

Note:This position is not eligible for visa sponsorship.

Specific duties & responsibilities:

  • Serve as the team lead for a team of customer service specialists and student employees in a designated geography, supporting the associated academic divisions.
  • Manage, administer, direct, and lead operational activities for the student support team in the areas of financial aid, registration, and student accounts.
  • Ensure Student Support Specialists are cross-trained and kept abreast of all policies and procedures.
  • Provide exceptional customer service to all Johns Hopkins University constituents including students, divisional staff and faculty, external stakeholders, parents, sponsors (third party payers), and all other parties in contact with the university.
  • Provide guidance and information to solve issues related to financial aid, registration, and student accounts, with particular emphasis on the most complex issues.
  • Liaise with the contracted call center project manager and university operational staff in support of front-line issues and troubleshooting.
  • Supervise the team managing the queues in the student case management system to ensure timely triage, escalation, resolution and processing of incoming cases.
  • Monitor ongoing communication between Student Support Specialists and students, parents, and staff while maintaining a high-level customer satisfaction.
  • Provide formal and informal feedback and professional development to team. Lead the onboarding of new advisors and support the rollout of new procedures and tools with team members. This may include delivering training as required.
  • Collaborate with other team leads and managers to identify and understand student service issues, customer needs, and other best practices to ensure efficiency and professional delivery of service.
  • Identify inefficiencies to promote operational excellence and coordinate process improvements of service to students and the university community.
  • Interpret and effectively communicate policies, processes, and procedures in a cross-functional work environment.
  • In collaboration with University Information Systems, manage requests for system access and revocations to student information databases for customer service specialists and students.
  • Employ conflict management skills and de-escalate issues as needed.
  • Troubleshoot and resolve complex student issues related to financial aid, student accounts and registration prior to escalating to next tier level support.
  • Participate in professional development and training opportunities to stay abreast of regulations, best practices, and innovative technologies.
  • Perform other duties as assigned.

Minimum qualifications (mandatory):

  • Bachelor’s degree required.
  • A minimum of four years of strong customer service and supervisory experience.

Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.

JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

Preferred qualifications:

  • Demonstrated ongoing customer service training strongly desired.
  • Experience with service desk, help desk, call center or comparable front-line service a plus.
  • Experience with accounts receivable and/or an accounting background a plus.
  • Experience with customer relationship management software a plus.
  • Experience working in a university setting, particularly in a student services role, preferred.

Special knowledge, skills, and abilities:

  • Salesforce and other related information management databases would be beneficial but not required.
  • Ability to build relationships across departments and manage projects and activities with colleagues even when there is no direct reporting line.
  • Strong team player who takes pride in every aspect of work, performs it with energy and enthusiasm, has great listening skills, and is committed to continuous learning.
  • Strong oral and written communication skills, and a proven ability to communicate effectively with diverse populations.
  • Detail-oriented, excellent organizational skills with an ability to prioritize, and work on multiple projects and tasks simultaneously, often with many interruptions.
  • Willingness to commit to exceeding expectations and deliver the highest level of customer service.
  • Self-motivated, proactive, friendly, courteous and collaborative.

Technical qualifications or specialized certifications:

  • Strong proficiency in desktop computing using MS Office (Outlooks, Word, Excel) and web interfaces on a Windows platform.
  • Prior experience with JHU’s Student Information System (SIS), PowerFAIDS, and OnBase.
  • Demonstrated technical skills utilizing a range of information databases.

Classified Title:Student Support Supervisor
Working Title: Student Support Manager, Enrollment Services
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range:Commensurate With Experience
Employee group: Full Time
Schedule: M-F, 8:30am - 5:00pm
Exempt Status: Exempt
Location: 01-MD:Homewood Campus
Department name: 60010802-Shared Services Organization (SSO)
Personnel area: University Student Services

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office atjhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Equal Opportunity Employer
Note: Job Postings are updated daily and remain online until filled.

EEO is the Law
Learn more:
https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

MD - Other Location


The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Equal Opportunity Employer
Note: Job Postings are updated daily and remain online until filled.

EEO is the Law
Learn more:
https://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
Important legal information
http://hrnt.jhu.edu/legal.cfm

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