Assistant Director - SFA Call Center

Lubbock

37373BR

Student Financial Aid

Position Description

Performs varied and complex administrative duties in the management and coordination of a large specialized project and/or program. Requires independent judgment and application of established policies and procedures. Works under general supervision with evaluation based on overall results obtained.

About the University

Established in 1923, Texas Tech University is a Carnegie R1 (very high research activity) Doctoral/Research-Extensive, Hispanic Serving, and state-assisted institution. Located on a beautiful 1,850-acre campus in Lubbock, a city in West Texas with a growing metropolitan-area population of over 300,000, the university enrolls over 40,000 students with 33,000 undergraduate and 7,000 graduate students. As the primary research institution in the western two-thirds of the state, Texas Tech University is home to 10 colleges, the Schools of Law and Veterinary Medicine, and the Graduate School. The flagship of the Texas Tech University System, Texas Tech is dedicated to student success by preparing learners to be ethical leaders for a diverse and globally competitive workforce. It is committed to enhancing the cultural and economic development of the state, nation, and world.
About Lubbock:Referred to as the "Hub City" because it serves as the educational, cultural, economic, and health care hub of the South Plains region, Lubbock boasts a diverse population and a strong connection to community, history, and land. With a mild climate, highly rated public schools, and a low cost of living, Lubbock is a family-friendly community that is ranked as one of the best places to live in Texas. Lubbock is home to a celebrated and ever-evolving music scene, a vibrant arts community, and is within driving distance of Dallas, Austin, Santa Fe, and other major metropolitan cities. Lubbock's Convention & Visitors Bureau provides a comprehensive overview of the Lubbock community and its resources, programs, events, and histories.

Major/Essential Functions

• Provide knowledgeable and professional guidance to students, parents, high school counselors, and other entities while attending in-office meetings, special events, orientation/presentations and answering general financial aid calls and emails. Adhere to University Policy, Federal and State Regulations, to include FERPA.
• Perform routine oversight of student awards and adjust financial aid awards as needed. Utilize Banner and Cognos reports (ex. overawards, repeat coursework, etc.) to adjust student financial aid awards. Inform supervisor of outstanding issues or escalation.
• Lead Call Center team by maintaining employee schedules, assist with calls which have escalated, and communicate call center status and needs to Senior Director. Audit and evaluate daily call center reports.
• Utilize systems (i.e. Salesforce, Dynamic Forms, STS, Federal systems etc.) to assign advisors' daily tasks and cases, audit advisors' progress with advising appointments, emails and inform supervisor of outstanding issues. Advisors will oversee students based on the alpha split, student classification or other methodology; as determined by the leadership team.
• Provide direct supervision, training and team building for Student Services. Serve as backup for Student Services team, assist with escalations and provide input to the Senior Director of Student Services. Assist in serving the goals and objectives of SFAS and the University.

Required Qualifications

Bachelor's degree in the area of specialization or closely related field. Three years of related administrative and technical experience. Additional job related education may be substituted for the required experience on a year-for-year basis.

Preferred Qualifications

• Working knowledge of higher education
• Intermediate knowledge of Microsoft Office software
• Knowledge of Banner Financial Aid Management system
• Attention to detail and ability to streamline processes
• Ability to prioritize tasks
• Knowledgeable with current federal regulations pertaining to verification

Safety Information

Adherence to robust safety practices and compliance with all applicable health and safety regulations are responsibilities of all TTU employees.

Does this position work in a research laboratory?

No

Special Instructions to Applicants

• Must be able to access all federal and state financial aid system websites in order to perform the essential functions of this position. Must not be in default on student loans, which will prevent access to these systems (NSLDS, COD, etc.)
• Weekend and evening hours may be required during the peak seasons of August and January

Required Attachments

Cover Letter, Professional/Personal References, Resume / CV

Job Type

Full Time

Pay Basis

Monthly

Minimum Hire Rate

4000

Pay Statement

Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan by visiting www.depts.ttu.edu/hr/payplan.

Travel Required

Up to 25%

Shift

Day

Schedule Details

M-F/8-5

Grant Funded?

No

Job Group

First line Managers

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, genetic information or status as a protected veteran.