Assistant Director, One Stop Student Service Center
About The Position
The One Stop Student Service Center team provides high quality customer service to support students' academic and financial objectives. The team’s partners are Financial Aid, the Registrar’s Office, the university Retention Initiative, and Student Accounts. One Stop Counselors are cross-trained to assist with questions and requests regarding billing, payment, financial aid, enrollment verification, transcript ordering, and completion of forms. The team provides assistance in-person, by phone, and by email. The Assistant Director reports to the Director in delivering exceptional service while driving operational improvement. This role balances student-facing support, leadership, knowledge management, and process innovation. The ideal candidate is comfortable assisting students directly, supervising Student Assistants, and streamlining workflows. Success in the role requires a student service orientation, kindness, accuracy, meticulous attention to detail, and enthusiasm for system improvement.
Requirements
- Bachelor’s Degree required.
- At least four years in higher education.
- Supervisory experience in a fast-paced, data-driven frontline student support team with multiple service channels is a plus.
- Exceptional interpersonal and communication skills.
- Attention to detail.
- Strong proofreading skills.
- Genuine commitment to helping students solve problems with kindness and efficiency.
- Excellent problem-solving skills.
- Interest in learning new platforms and tools.
- Strong facility with Banner, Google Workspace, Microsoft Office.
- Mentor and Leadership; Demonstrated ability to manage, develop, and provide feedback to Student Assistants.
Nice To Haves
- Experience with TouchNet, Slate, and call center systems is preferred.
Responsibilities
- Provide support to students via email, phone, and in-person meetings regarding billing, payment, financial aid, student records, and housing.
- Troubleshoot and resolve a wide variety of student issues to point of resolution.
- Develop and maintain a comprehensive understanding of the University's policies and procedures in relation to financial aid, billing, payment, registration, and student records, and demonstrates strong ability to explain and effectively counsel students on navigating these processes.
- Document history of each student service interaction in Banner or Stellic.
- Provide outstanding customer service to students and families, approaching every encounter professionally and with a welcoming and caring attitude.
- Serve as primary backup to the Director; assume Director responsibilities during Director’s absences, including decision-making on urgent escalations and team coordination.
- Recruit, hire, train, and manage the student assistant team; create schedules in collaboration with campus partners.
- Assign tasks, set performance expectations, provide ongoing feedback, and conduct regular one-to-one meetings.
- Assist Director in revising, and updating policies and procedures in Guru, our knowledge base, and also in our AI platform to ensure accuracy and completeness.
- Collaborate with Director, Counselors, and partner offices to maintain current, student-facing information.
- Monitor AI agent responses for accuracy and thoroughness; identify gaps or errors requiring correction.
- Ensure that information in knowledge base is accurate, relevant, and reflective of current institutional practices and regulations.
- Maintain documentation of changes and version control.
- Assist Director in developing training materials, resource guides, and tip sheets for Counselor team.
- Assist Director with the coordination and management of counselor schedules to ensure appropriate coverage, operational efficiency, and effective student support.
- Identify inefficiencies in current workflows and recommend improvements.
- Explore opportunities to automate routine tasks using Google Workspace tools (Forms, Sheets, Flow) and other automation tools to reduce manual work and improve accuracy.
- Document processes and create standard operating procedures.
- Assist Director with data analysis on service metrics (volume, response time, resolution rate, escalation rate, student satisfaction).
Benefits
- Comprehensive medical, dental, and vision coverage
- Employee Assistance Program (EAP)
- Retirement plan administered by TIAA
- Qualified Transportation Expense Plan
- Paid vacation and sick leave, with accruals starting on your first day
- Paid holidays and floating holidays
- Career advancement and professional development opportunities
- Access to university programs, lectures, and events featuring world-renowned speakers and organizations
- Tuition waiver benefit for eligible employees and dependents
- Employee discounts with local vendors and service providers
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
