Assistant Director of One Stop

Baylor University•Waco, TX

12h

About The Position

The Baylor University One Stop team is seeking an Assistant Director of Baylor One Stop to join the Enrollment Management team. As an Assistant Director, you will have the opportunity to assist in the day-to-day management and operation of the One Stop office in a variety of ways. In this role, you will work with One Stop Representatives to ensure prospective and current students and their families are served with excellence as they contact our office with educational questions related to financial aid, billing, and admissions. The Assistant Director fills a leadership role within the division of Enrollment Management and will coordinate with other departments to fully execute to mission of Baylor One Stop.

Requirements

A bachelor's degree and three years of relevant experience are required.
Expert knowledge of financial aid counseling, verification, rules, and regulations, student billing, admissions and/or registrar offices
Expert Knowledge of an enrollment management area focusing on outreach and/or retention
Experience managing a small team
Experience training new staff on complex information and processes
Demonstrated excellent written and verbal communication skills
Demonstrated ability to analyze and interpret data and make and be responsible for independent decisions
Ability to meet deadlines and maintain a high level of accuracy, professionalism, and a customer service orientation
Maintained professionalism when communicating with students and families
Highly motivated, focused, and results-oriented.
Demonstrated ability to work well in a fast-paced, dynamic, customer-oriented environment.
Experience with Microsoft products, Banner, TouchNet, Slate, Five9s, OnBase, and Ocelot
Must be able to travel outside of the state of Texas.
Applicants must be authorized to work full-time in the United States.

Nice To Haves

Five years of relevant experience is preferred.
Additional education or experience will be considered in lieu of one another.

Responsibilities

Manage a team of Enrollment One Stop Representatives, Coordinators, and Student Workers
Train One Stop staff on topics of enrollment, financial aid, billing, and admissions
Maintain knowledge of changing federal, state, and institutional policies relating to financial aid and student accounts
Coordinate with Undergraduate and Graduate admissions teams to meet admissions goals
Develop presentations for internal and external training on topics related to financial aid and student accounts
Provide direct supervision to two Enrollment One Stop Coordinators including mentoring, training, and coaching
Assist Director with hiring, coaching/mentoring, engaging and motivating employees, delegating work tasks, and addressing performance issues
Ensure adequate coverage in daily operations including in-person, phones, email, presentations
Communicate with staff to ensure they have the tools necessary to perform their jobs
Communicate with the Director and other Student Financial Services leaders regarding technology, policy, or procedural issues that are impacting customers
Help recognize common threads in customer experience and engage in conversations regarding improvements
Serve as an active, positive and engaged member of Baylor One Stop; participate on cross-functional committees as appropriate, develop and manage assigned office procedures, paperwork, training, and data integrity
Meet with Senior Director to discuss needs for One Stop and Strategy for future opportunities to serve Baylor students
Review calls, email, chats, in person meetings and presentations to ensure consistent communication and recommend areas for improvement
Track and analyze inquiry statistics to ensure adequate staffing and enhance customer service experience
Perform all other duties as assigned to support Baylor’s mission
Ability to comply with University policies
Maintain regular and punctual attendance