Manager, Account Management

Covista•Columbia, MD

3d•Hybrid

About The Position

The Manager, Account Management is responsible for the overall processes, training, evaluation and support for student finance/accounts receivable services. The Manager, manages day to day operations and handling of all student issues, as well as assessing and measuring the effectiveness of services provided. This position may also assist, design and implement programs that foster student success and customer service as well as contribute to the accomplishment of the operational objectives for the academic partners and organization. Works in a contact center environment that supports students regardless of service modality. Reports directly to the Director, Student Finance. This leader is charged with being a role model for the organization Covista values and fosters a culture of CARE consistent with organization's mission, vision, and purpose.

Requirements

Bachelor's Degree Required or Master's Degree Preferred.
Four (4) years of combined professional experience.
Prior people management experience.
Experience working in a service oriented industry and environment.
Student Finance experience.
Experience in budget preparation, financial modeling and accounting management.
Must have knowledge of federal and state financial aid rules and regulations.
PC skills in Microsoft Office and financial aid software.
Understand and support internal and external customer needs.
Exceptional leadership, critical thinking, organization and interpersonal communication skills.
Ability to interact with all levels of the organization and work in a fast paced environment.
Ability to work independently and make sound decisions without supervision or direction.
Specifically, knowledge of principles, practices, methodology, and procedures for the provision of student financial aid and knowledge of federal and state financial aid laws.
Proven ability to set deadlines and ensure projects are complete.
Strong presentation skills and prior experience speaking in front of senior leadership

Responsibilities

Directs and manages an Account Management team and provides leadership in order to continually improve academic partner services
Provides leadership to promote and maintain integrity, accuracy and timeliness in the delivery of service and advisement to students, ultimately ensuring a positive student experience.
Ensures that the department is appropriately staffed which includes interviewing candidates, making hiring/promotion decisions, and ensuring all colleagues understand their role and responsibility
Evaluates and reviews current customer service practices and processes and advises management on recommendations for improvement.
Provides management with tracking, reporting, and assessment of outcomes.
Leads in the development of Account Management Representatives that have an integral role in the overall customer service initiative
Develops, implements, and monitors schedules that provide effective coverage to ensure quality.
May prepare department staffing and budget plans and maintain adequate staffing while remaining within service level
Counsels escalated student concerns and strives to resolve student financial aid issues in a timely and professional manner
Demonstrates and communicates current, detailed and accurate knowledge of University policies, Title IV, Military/Veteran’s Affairs, international and state regulations to prospective and current students. Communicates the policies and procedures in a manner that displays deep understanding of the rationale and the value of the policy or procedure to the student.
Ensures that staff has the needed tools and resources to assists applicants/students with making informed tuition and investment decisions by providing accurate and helpful Student Finance counsel.
Identify and shares best practices with the department members to ensure that all staff members continuously provide and improve the Covista student experience.
Maintain a thorough understanding of all Student Finance programs, policies and procedures.
May assist with designing and presenting any special reports/projects for accreditation and state approval process
Completes other duties as assigned.
Performs other duties as assigned.
Complies with all policies and standards.