Associate Director of Student Financial Services - Accounts and Customer Service

$66,560 - $71,560/Yr

Fresno Pacific University - Fresno, CA

Full-time - Mid Level

Fresno, CA

Educational Services

About the position

The Associate Director of Student Financial Services plays a pivotal role in enhancing the student experience by overseeing customer service for financial aid and student accounts. This position is dedicated to supporting incoming students through effective enrollment strategies and promoting retention by managing financial support throughout their academic journey. The role involves supervising the student accounts and frontline customer service teams, ensuring timely and accurate billing and collection of tuition and fees, and overseeing annual federal tax reporting and credit disbursements.

Responsibilities

• Supervise the Student Financial Services professional staff and student workers in the Student Accounts and Customer Service areas.
• Collaborate with other service departments, such as Admissions, the University Registrar, and Athletics, to enhance student relations.
• Respond to complex questions from students, faculty, and staff in a timely manner, working to resolve issues directly or referring them to the appropriate personnel.
• Attend annual SFS and Financial Aid/Student Accounts/Collections training sessions to support ongoing professional development.
• Maintain a working knowledge of university policies related to Student Financial Services.
• Read, understand, and apply complex federal and state laws and regulations governing financial aid, student accounts, tax reporting, and collections.
• Stay familiar with the different types of financial aid available, application deadlines, federal regulations, tuition and fees, miscellaneous charges, payment policies, billing procedures, financial aid delivery for various programs, the refund process, and account audits.
• Contribute to the improvement and creation of department policies and procedures.
• Provide regular training related to Student Accounts and Financial Aid.
• Participate in meetings and committees as necessary concerning financial aid and student accounts.
• Ensure compliance with IRS student tax reporting requirements.
• Complete tasks in a timely manner, ensuring that work is comprehensive, complete, and accurate.
• Communicate clearly, listen attentively, and seek to understand others.
• Collaborate effectively with colleagues of varying skill sets.

Requirements

• Commitment to the Christian mission of the University.
• Strong communication and interpersonal skills, with a focus on customer service and conflict resolution.
• Ability to interact with others in a warm and professional manner.
• Excellent computer skills in a Microsoft Windows environment, including proficiency in Word and Excel.
• Demonstrated organizational skills, attention to detail, and the ability to manage multiple projects simultaneously.
• Team player who can work independently with minimal supervision.
• Proficient in multitasking.
• Proven leadership experience with the ability to think strategically.
• Willingness to work a flexible, non-traditional schedule, including some nights and weekends.
• Openness to attending regional and national training sessions.
• Ability to quickly learn new technologies.
• Bachelor's degree or equivalent experience.
• Valid California driver's license and ability to travel to various locations around the Valley.

Nice-to-haves

• 3-5 years of experience in Financial Aid and/or Student Accounts.
• Familiarity with Ellucian Colleague software.
• Educational or work experience in a Christian college or university setting.
• Knowledge of basic accounting principles.
• Experience working with traditional, adult, and graduate student populations.

Benefits

• 403(b)
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance