Assistant Director of One Stop Student Services

Rider University•Lawrenceville, NJ

26d

About The Position

Rider University is seeking an Assistant Director of One Stop Student Services to oversee daily operations of a centralized student services office providing front-line support for Admissions, Financial Aid, Student Accounts, Registrar, and related enrollment services. The Assistant Director ensures efficient office operations, coordinates staff activities, supports service delivery, and serves as a primary resource for students, families, faculty, and staff regarding enrollment-related processes. The position combines supervisory, advisory, and cross-training responsibilities with active participation in customer service, office administration, workflow management, payment processing, and issue resolution. The Assistant Director works closely with Enrollment Management departments to promote consistent service standards and an exceptional student experience.

Requirements

Bachelor's degree required.
Minimum of three years of supervisory experience, including responsibility for staff performance management and employee development.
Demonstrated knowledge of customer service operations, preferably within a higher education environment.
Experience managing customer service operations in a high-volume environment.
Strong leadership, conflict resolution, and employee coaching skills.
Excellent organizational, analytical, and problem-solving abilities.
Strong written and verbal communication skills.
Ability to manage competing priorities while maintaining a high level of service and operational effectiveness.
Demonstrated commitment to student-centered service delivery.
Satisfactory background and/or DMV checks required.

Nice To Haves

Master’s degree preferred.
Experience working in a centralized One Stop or integrated customer service environment.
Experience working in higher education or other learning environments.
Experience with Banner Student, Banner Financial Aid, Banner Accounts Receivable, or comparable student information systems.
Knowledge of federal financial aid regulations, student billing processes, academic records management, and FERPA requirements.
Experience utilizing operational metrics, dashboards, and reporting tools to assess performance and improve service delivery.

Responsibilities

Coordinate daily operations of the One Stop Student Services Center and ensure appropriate staff coverage during business hours.
Assist students, families, faculty, and staff with inquiries related to admission applications, financial aid, student accounts, registration, academic records, and enrollment services.
Handle escalated customer service concerns and help resolve complex student issues.
Monitor service queues, office traffic, email communications, and response times to ensure timely service.
Oversee mail receipt and distribution, document imaging, scanning, and records management activities.
Assist with data review and quality assurance to support accurate student records and transactions.
Coordinate cross-training initiatives to support operational flexibility and continuity of service.
Develop and maintain training materials and procedural guides.
Ensure staff are informed of policy, procedure, and system changes.
Collaborate with Enrollment Management offices to improve workflows and communications and enhance service delivery.
Contribute to departmental initiatives that support enrollment and retention goals.