Manager, Enrollment Services Center

Position Title:
Manager, Enrollment Services Center
Position Type:
Regular
Hiring Range:
$69,600-$81,850 commensurate with experience
Pay Frequency:
Annual
A. POSITION PURPOSE
Under supervision of the Director of the One Stop Enrollment Services Center, this position is responsible for leading a strategic team and providing superior customer service in a "One Stop" atmosphere, to undergraduate and graduate students and their families at the front counter, on the phone and through email. The customer base served represents 100% of the student population (undergraduate students, graduate students, law students and JST) and their families, faculty, staff and third party vendors. The position will be cross-trained to assist students with bursar, financial aid and registrar-related transactions, as well as represent other critical departments in order to establish a more comprehensive, complete and full-service customer service experience. This position will be called upon to use independent judgment to advise and resolve student issues in each of the above areas; collaboration with department heads throughout our campus community to find plausible and appropriate solutions for all students. The position is responsible for managing the day-to-day business processes and leading the staff to provide necessary service levels. The Manager will work effectively, strategically and tactfully with a wide range of internal departments across campus.
B. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides superior customer service to the University community through interactions and transactions representing the Bursar's Office, Financial Aid Office, Office of the Registrar and other critical service-related departments across campus. The customer base represents 100% of the student population (undergraduate students, graduate students, law students and JST) and their families, faculty, staff and third party vendors. Assist Director with interviewing and hiring staff. Responsible for cross training, mentoring, coaching, supervising and evaluating Enrollment Services staff to execute functions of the One Stop Enrollment Services area. Provide effective leadership direction and support in promoting the professional development of three Enrollment Services Specialists and up to four student assistants; develop and identify professional development opportunities for Enrollment Services Center staff; assess productivity and efficiency of staff.
• Financial aid responsibilities will include tasks such as counseling about University, state and federal programs, deadlines and processes; coordination and explanation of aid eligibility, awards and disbursement; collection of verification and special circumstances materials; thorough understanding of third party web sites and online processes to assist customers with detailed online requirements such as FAFSA, loan applications, promissory notes, online counseling and the verification DRT process; handle requests for eligibility confirmation for outside agencies; use professional judgment and sound business decisions to assess SAP (Satisfactory Academic Progress), student hardships and their potential eligibility for additional types of aid.
• Bursar responsibilities will include tasks such as providing thorough audits of student accounts, providing detailed information for resolving issues related to accounts, charges, payments, etc.; thorough understanding of Transact Payment Software in order to guide students and parents through Authorized Payer set-up, on-line payment and payment plan procedures; applying University policy with regard to receipt and posting of payments; familiarity with financial aid regulations relevant to student enrollment status for issuing refunds; taking payments in the form of cash and negotiable items; proper accounting of incoming cash as a loss prevention tool, strict end-of-day balancing procedures for payments processed, up to $3M per day during peak times.
• Registrar responsibilities will include tasks such as providing information about on-line transcript and enrollment verification requests; advising students on financial aid impacts of registration changes; handling issues concerning online registration; thorough knowledge of the Workday Student portal in order to assist students with reviewing their Academic Progress Reports, graduation requirements, registration holds, and other policies and procedures; advising students, parents and University members on Family Education Rights and Privacy Act of 1974 (FERPA) regulations.
• Answering questions and resolving issues within each of the above functional areas while consistently ensuring compliance with University policy and Federal regulations within the other, overlapping areas; constant participation in, and creation of (both as a trainer and a trainee) daily, weekly, monthly and quarterly training related to all of the above offices, including on-the-job training, webinars, meetings, conferences, professional development, etc., in order to ensure that the most accurate information is being provided to our customers.
• Responsible for basic knowledge of rules/policies of other offices on campus such as Housing, Access Office, New Student Programs, Student Life, Cowell Health Center, Drahmann Advising Center, in order to act as liaison between offices to resolve outstanding issues for our customers; pro-actively follow up with departments and families to ensure timely resolution and closure of items. Work with department managers of the above offices to create training opportunities for One Stop staff to provide support for other university-business offices, seasonally and as needed. Remain in constant communication with all appropriate departments to coordinate key dates/deadlines; update One Stop Master Calendar daily.
• First point of contact for any customer service and/or policy-related issues that need to be escalated to the next level for resolution. First point of contact for managers of other departments who have difficult or sensitive situations that may need involvement of the One Stop. Responsible for working with business managers and colleagues within the campus community to research and independently resolve sensitive situations and issues in a timely and professional manner. Responsible for constant and thorough follow-through on all customer concerns and questions.
• Responsible for thorough testing of software, prior to updates and installed patches/fixes; includes knowledge of eCampus (view only) for historical purposes, Transact Payment Portal, Slate (new applicants) and assisting with the implementation, daily use and maintenance of Workday Student. Be cognizant of how improved technology can allow our customers to be self-sufficient and how Workday Student and other software improvements can change the way students utilize our systems.
• Responsible for drafting and creating outgoing written communication to students and parents via all avenues including SCU email (Thunderbird), Workday notifications, Slate communications, Transact communications and any future
  outgoing information through chatbots, text messaging, web updates. Thorough knowledge of all software and tools necessary to accurately send communications; ability to track data including open rates, customer replies, and customer completion rates based on requests; ability to thoroughly test all communication tools and software to ensure accuracy, reporting all issues and resolutions as needed.

1. Responsible for leadership and management-related tasks and running the department, without assistance, on a daily basis.

• Consistently report to Director the growing needs of the customers and provide examples of how the use of all software (including Workday Student and Transact) should be configured to address the changing atmosphere of today's customer needs.
• Efficient management of daily incoming emails, phone inquiries and walk-in traffic; adhere to and train appropriately for strict customer satisfaction guidelines and expectations.
• Creating ideas and processes for constant and consistent cross-training of critical rules and regulations in all three of the One Stop's related offices when most employees will only know one; daily reminders of changes to rules to ensure legal compliance.
• Responsible for leading the staff and student assistants and managing the office as first-in-command; making management-level decisions, on the spot, without supervisory assistance; taking an autonomous approach to problem solving in order to provide the expected level of customer service and satisfaction.
• Contribute to the department as a leader by taking the initiative to use out-of-the-box, creative thinking in order to create new options and solutions for our customers, all while maintaining compliance within each of the three offices, and others across campus.
• Have an awareness of the busy cycles of the office and redirect staff, as appropriate, to ensure customers are assisted in a timely and accurate manner. Call upon staff members from the related offices for assistance, when appropriate, without direction from Director.
• Model the way, lead by example and exhibit self-confidence when assisting customers with difficult questions and when resolving issues, in an effort to train other staff and student assistants.
• Create written policies and procedures, calendars, schedules, cheat sheets and training manuals as training occurs and updating web site and other marketing materials for the department. Provide support for staff and student assistants responsible for maintenance of social media and student outreach.
• Represent the One Stop at meetings in and out of the University, without assistance from the Director. Report back to Director and One Stop staff to ensure all are informed and properly trained.
• Fully responsible for supervising and training Enrollment Services Specialists; perform all scheduling of office staff and student assistants to ensure proper coverage during peak times and absences; communicate updates and changes to Director; responsible for all aspects of the hiring process for student assistants, including processing of annual merit increases, compliance with minimum wage increases, processing/approving accurate time sheets, coordinating and presenting at quarterly student assistant meetings/training sessions, setting strict expectations/policies and creating communication tools for ensuring that proper expectations are met; coordinating Federal Work Study requirements; understanding and maintaining office budget constraints for student wages.
• Cross trained to provide back-up support for Enrollment Services Specialists for the following duties: during peak times or absences; maintain up-to-date training and current knowledge of marketing and technology tools such as updating data on the web, lobby slideshow, social media, brochures and give-aways; maintain up-to-date training and current knowledge of fiscal/financial responsibilities such as invoicing, ordering supplies, loss prevention requirements for cash handling.

C. PROVIDES WORK DIRECTION

• Provide high-level oversight, leadership and management of the SCU One Stop staff and student assistants, including hiring, training, scheduling and ongoing guidance.
• Responsible for coaching, supervising and evaluating three Enrollment Services staff

D. GENERAL GUIDELINES

• Recommends initiatives and implements changes to improve quality and services.
• Identifies and determines cause of problems; develops and presents recommendations for improvement of established processes and practices.
• Maintains contact with customers and solicits feedback for improved services.
• Maximizes productivity through use of appropriate tools; planned training and performance initiatives.
• Researches and develops resources that create timely and efficient workflow.
• Prepares progress reports; informs supervisor of project status; and deviation from goals.
• Ensures completeness, accuracy and timeliness of all operational functions.
• Prepares and submits reports as requested and required.
• Develops and implements guidelines to support the functions of the unit.

E. QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.
This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.
1. Knowledge

• Understanding and support of the Jesuit tradition of education and a commitment to the fundamental values of service to others, community, and diversity as well as commitment to and demonstrations of skills, knowledge, and awareness to service the unique needs of the diverse community of Santa Clara University.

2. Skills

• Strong written and oral communication skills.
• Strong management and leadership skills
• Strong organizational skills including time management, attention to detail, multitasking with accuracy and speed, and timely project completion.
• Exceptional interpersonal skills with the ability to influence and build working relationships among a diverse workforce at all levels.
• Supervisory and personnel management experience.
• Experience in project and budget management.
• Proficiency in MS Word, Excel and Powerpoint, Google Drive required.
• Marketing, design and/or and social media experience preferred.
• Commitment to superior customer service, both internal and external to the department, with demonstrated empathy and patience with families that are confronted with significant financial hardships and difficult life changes.
• Self-motivated to perform tasks independently without supervision in a high volume dynamic environment.
• Creative problem-solving and conflict resolution.
• Sensitivity toward people of diverse social, cultural and ethnic backgrounds.
• Experience handling large amounts of cash and negotiable items and accurately balancing cash drawers is preferred.
• Management/leadership-role experience
• Ability to contribute and support colleagues in a collaborative environment.
• Ability to work effectively under pressure in a highly demanding, information services environment.
• Prior experien...