Associate Director of Student Financial Services Customer Experience
Requisition Number:
60113
Location:
Boulder, Colorado
City
Boulder
State
Colorado
Employment Type:
University Staff
Schedule:
Full-Time
Posting Close Date:
07-Nov-2024
Date Posted:
24-Oct-2024
Job Summary
Student Financial Services (SFS) department encourages applications for an Associate Director of Student Financial Services Customer Experience! This position plays a meaningful role in the design and implementation of strategic customer service initiatives that serve students, their families, and other key constituents across all units within SFS. These units include the Bursar’s Office, Office of Financial Aid and Office of Scholarship Services. The Associate Director will be responsible for the development and monitoring of key performance indicators that identify success in customer service practices. This position will work closely with the customer experience committee to ensure customer service practices are practical and aligned across the Enrollment Management (EM) division. This position is also responsible for maintaining the customer experience committee charter.
The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.
Who We Are
As one of only 35 U.S. public research institutions in the Association of American Universities (AAU), CU Boulder is about realizing the positive impacts of new knowledge.
From offering dozens of exciting programs in a range of academic fields, to serving as one of the world’s most dynamic research and innovation hubs, to working closely through hundreds of public outreach efforts with communities across Colorado and the world, we take pride in helping our students, faculty, staff, and partners turn new insights into productive outcomes that change lives.
What Your Key Responsibilities Will Be
Strategic Planning
- Use an inclusive lens to research, identify, and develop a centralized process for SFS customer service (phone calls, emails, online chat platforms, in-person, etc).
- Identify and use technology that will optimally use customer service resources.
- Collaborate with senior leadership to ensure alignment with EM SEM plan objectives.
- Serve as SFS liaison for cross-campus collaboration.
- Lead cross-functional team (customer experience committee) to implement critical initiatives from conception to completion.
- Establish and enforce comprehensive customer service standards to be adhered to by all responsible staff.
Data Analysis and Decision Making
- Identify critical metrics to assess the efficiency of customer service practices.
- Use data-driven insights to make informed strategic decisions.
- Communicate critical metrics to EM leadership team.
- Develop and implement a quality assurance process that supervises customer service excellence.
Operations & Engagement
- Build a collaborative relationship with the Enrollment Management Customer Service committee that cultivates coherence in customer service practices.
- Develop detailed project plans and prioritize resources.
- Be the expert in customer facing roles.
- Collaborate with Training and Development to build and present customer service trainings.
- Collaborate with the customer experience committee to create standards for troubleshooting customer service-related issues and complaints.
- Champion a culture of excellence for troubleshooting, communicating, and engaging with constituents.
Professional Development
- Collaborate with supervisor to determine areas for professional growth and request appropriate training opportunities.
- Participate in training seminars, conferences, committee meetings, etc.
What You Should Know
- Hybrid work modality.
What We Can Offer
- The salary range for this position is $95,800 - $100,000 per year.
Benefits
The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.
Be Statements
Be challenged. Be pioneering. Be Boulder.
What We Require
- Bachelor's degree from an accredited college or university; an equivalent combination of education and experience may substitute.
- Five (5) years of work related experience in financial aid, student services, or related areas.
- Experience with mentoring and leading staff and a proven dedication to collaborative and inclusive approaches to sophisticated issues.
What You Will Need
- A strong dedication to providing an outstanding student experience.
- Requires a blend of critical thinking, project management skills, and leadership abilities.
- Ability to gain confidence and trust of others through honesty, authenticity, and acceptance of responsibility.
- Ability to build partnerships and work collaboratively to meet shared objectives.
What We Would Like You to Have
- A master's degree from an accredited institution of higher education.
- Experience in Higher Education.
- Demonstrated experience leading and collaborating on cross-functional initiatives.
Special Instructions
To apply, please submit the following materials:
1. A current resume.2. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.
We may request references at a later time.
Please apply by November 7, 2024, for consideration.
Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs.
In compliance with the Colorado Job Application Fairness Act, in any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Posting Contact Information
Posting Contact Name: Boulder Campus Human Resources
Posting Contact Email: Recruiting@colorado.edu