Manager, Front Counter Operations, Communication, and Training

Manager, Front Counter Operations, Communication, and Training

Location: Financial Aid
Regular/Temporary: Regular
Job ID: 607022
Full/Part Time: Full-Time

Workplace Culture

NAU aims to be the nation's preeminent engine of opportunity, vehicle of economic mobility, and driver of social impact by delivering equitable postsecondary value in Arizona and beyond.



Special Information

• This position is posted as Manager, Front Counter Operations, Communication, and Training, which is a working title. The NAU system title for this position is Manager, Financial Aid.
• This position is an on-site position which requires the incumbent to complete their work primarily at an NAU site, campus, or facility with or without accommodation. Opportunities for remote work are rare.
  • This position is located on the Flagstaff Mountain campus.
• In addition to a completed application, please submit a cover letter, resume, and three professional references.

Job Description

The Office of Scholarships and Financial Aid (OSFA) seeks a Manager of Front Counter Operations, Communication, and Training. This position, which reports to the Assistant Director of Client Services, manages the front counter student staff and leads the department's communication and advisor training programs. The manager is responsible for identifying training needs, and developing, implementing, and maintaining an extensive training program within the Front Counter unit and OSFA.

Department Leadership & Team Management - 40%

• Provide leadership and overall management of the Front Counter operations.
• Recruit, hire, train, supervise, and evaluate one full-time staff person and 10-15 student employees.
• Work collaboratively with all areas in OSFA and with campus partner departments including but not limited to the Student Service Center, Student Solution Center, Office of the Registrar, and Student and Departmental Account Services.
• Develop, implement, and provide extensive training for all OSFA employees.

Program Lead & Communication Supervisor - 25%

• Provide training for the front counter team and the communications advisor position on areas of responsibility, policies and procedures, and daily tasks.
• Serve as a resource to the front counter on a variety of topics including financial aid, scholarships, and campus resources. Model strong customer service skills.
• Identify and monitor training needs in the Front Counter unit and OSFA. Collaborate within the department and with partner departments to design, plan, and implement training programs, policies, and procedures to fulfill the needs of the respective areas/departments.
• Prepare the team for department trends and how to respond to inquiries accurately and timely.
• Coordinate with Enrollment and Student Services regarding trends in order to assist with forecasting call/walk-in volume.
• In conjunction with the communications advisor, evaluate all OSFA outbound communications and provide input as needed.
• Ensure adequate coverage is scheduled year-round to meet student contact needs. Identify and communicate trends regarding our customers, business processes, and system performance.
• Triage all incoming communications via email, Salesforce cases, postal mail, and walk-ins to ensure response times meet service standards.
• Participate in OSFA cross-training and special projects as needed.

Customer Service - 20%

• Service students and families through a variety of avenues including: walk-in and phone appointments, email, and Salesforce cases.
• Consult with students and families on financial aid topics and provide excellent customer service.
• Counsel and advise students and families about financial aid eligibility, application procedures, aid programs, costs, indebtedness, money management, and financial planning. Individualize information to the particular needs and situation of the student.
• Serve as a resource to academic departments on financial aid and scholarships navigation.
• Investigate student accounts as needed to resolve problems related to financial aid or scholarships.
• Utilize internal and external databases, including PeopleSoft, OnBase, Salesforce, COD, NSLDS.
• Assist in testing updates and fixes, system upgrades, and other data processing as needed.
• Research federal regulations and exhaust all resources available in resolving issues.

Partnerships & Outreach - 10%

• Develop and foster a collaborative work environment.
• Update policies and procedures pertaining to training and front counter operations.
• Develop and foster a collaborative work environment with on- and off-campus partners.
• Maintain excellent working relationships with faculty, staff, students, and outside/community agencies in facilitating aid program objectives.
• Assists Assistant Director of Client Services in utilizing the usage of statistics for traffic flow in emails, walk-ins and SF Cases.
• Participate in Orientation, Discover NAU and other recruitment activities.

Other - 5%

• May require working and/or traveling nights and weekends.
• Other duties as assigned.

Minimum Qualifications

• Bachelor's degree.
• 2-4 years of administrative/coordinative experience
• 1-2 years of management or supervisory experience.
• Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

Preferred Qualifications

• Experience working in a financial aid office and administering federal, state, and institutional aid.

Knowledge, Skills, & Abilities

• Demonstrated experience and knowledge in working with students and individuals of diverse backgrounds.
• Ability to analyze problems and make well-reasoned sound decisions.
• Skill in planning, organizing, and giving direction to meet desired office goals and objectives.
• Excellent organizational skills.
• Excellent presentation and communication skills.
• Demonstrated ability to maintain confidentiality.
• Extensive customer service experience.
• Demonstrated ability to efficiently and effectively solve problems and initiate and implement projects independently.
• Supervisory skills and training experience.
• Skill in coordinating projects, evaluating data and establishing priorities.
• Demonstrated commitment to diversity and ability to work with a diverse student, staff and faculty population.
• Demonstrated capacity to adapt to change.

Background Information

This position has been identified as a safety/security sensitive position. Therefore, per AZ Revised Statute, Northern Arizona University requires satisfactory results for the following: a criminal background investigation, employment history investigation, degree verification (in some cases) and fingerprinting. If you are applying for a job that requires a CDL, you will be required to register with the Federal Motor Carrier Safety Administration Drug & Alcohol Clearinghouse and adhere to the clearinghouse requirements. Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States. Finally, each year Northern Arizona University releases an Annual Security Report. The report is a result of a federal law known as the Clery Act. The report includes Clery reportable crime statistics for the three most recent completed calendar years and discloses procedures, practices and programs NAU uses to keep students and employees safe including how to report crimes or other emergencies occurring on campus. In addition, the Fire Safety Report is combined with the Annual Security Report for the NAU Flagstaff Mountain Campus as this campus has on-campus student housing. This report discloses fire safety policies and procedures related to on-campus student housing and statistics for fires that occurred in those facilities. If you would like a free paper copy of the report, please contact the NAUPD Records Department at (928) 523-8884 or by visiting the department at 525 E. Pine Knoll Drive in Flagstaff.

Salary

Salary range begins at $60,385. Annual salary commensurate with candidate's qualifications and related experience.

FLSA Status

This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked.

Benefits

This is a Service Professional (SPF) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System or the Optional Retirement Program; 22 days of vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents. More information on benefits at NAU is available on the Human Resources benefits website. NAU is a tobacco and smoke-free campus. Service Professionals are hired on a contract basis, renewable each 6 months according to terms of the Conditions of Professional Service. Employees offered a position will be eligible for state health plans (including NAU's BCBS Plan). New employees are eligible for benefits on the first day of the pay period following their enrollment, after their employment date. Employees will have 31 days from their start date to enroll in benefits. If a new employee chooses the ASRS retirement option, participation in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, will begin on the first of the pay period following 6 months after the new employee's start date. New employees who choose to participate in the Optional Retirement Plan (ORP), which is an alternative to the ASRS plan for faculty and other appointed staff, will begin to participate on the first day of the pay period following election. Additionally, the long-term disability plan that accompanies the ORP will begin on the first day of the pay period following election.

Learning and Development

Your career at Northern Arizona University includes the opportunity for professional development. New employee on-boarding training includes courses to be completed within the first 30 days.

Immigration Suppt/Sponsorship

NAU will not provide any U.S. immigration support or sponsorship for this position.

Application Deadline

March 29, 2023 at 11:59 p.m.

How to Apply

To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline. If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process, please contact the Disability Resources Office at 928-523-8773, DR@nau.edu, or PO Box 5633, Flagstaff AZ 86011.

Equal Employment Opportunity

Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.

Know Your Rights Poster

NAU is an Employer of National Service. AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.



To apply, visit https://hr.peoplesoft.nau.edu/psp/ph92prta/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=1&JobOpeningId=607022&PostingSeq=1



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