Associate Director of Student Financial Services Customer Experience

University of Colorado • Boulder, CO

450d • $95,800 - $100,000

About The Position

The Associate Director of Student Financial Services Customer Experience at the University of Colorado Boulder plays a crucial role in enhancing customer service initiatives for students and their families. This position is responsible for developing and monitoring key performance indicators to assess customer service effectiveness, collaborating with various departments within Student Financial Services, and ensuring alignment with the Enrollment Management division's objectives. The role emphasizes strategic planning, data analysis, and operational engagement to foster a culture of excellence in customer service.

Requirements

• Bachelor's degree from an accredited college or university; equivalent combination of education and experience may substitute.
• Five years of experience in financial aid, student services, or related areas.
• Experience in mentoring and leading staff with a collaborative approach.

Nice To Haves

• Master's degree from an accredited institution of higher education.
• Demonstrated experience leading and collaborating on cross-functional initiatives.

Responsibilities

• Design and implement strategic customer service initiatives for Student Financial Services.
• Develop and monitor key performance indicators for customer service practices.
• Collaborate with senior leadership to align with Enrollment Management objectives.
• Lead a cross-functional team to implement customer service initiatives from conception to completion.
• Establish and enforce comprehensive customer service standards for staff adherence.
• Identify critical metrics to assess customer service efficiency and communicate insights to leadership.
• Develop and implement a quality assurance process for customer service excellence.
• Build collaborative relationships with the Enrollment Management Customer Service committee.
• Develop detailed project plans and prioritize resources for customer service initiatives.
• Collaborate with Training and Development to create and present customer service training.

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Tuition benefit
• ECO Pass

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Educational Services
• Education Level: Bachelor's degree