Customer Service Manager

Posting Details

POSTING INFORMATION

Internal Title

Customer Service Manager

Position Type

Classified

Faculty / Non-Faculty / Administration

Non-Faculty

Pay Band

5

Level

1

Department

Financial Aid

Job Purpose

The Customer Service Manager manages the Office communication with students, parents, and others regarding the financial aid process. Provides research assistance on financial aid regulations and provide recommendations regarding policy and compliance. Assists the Associate Director of Student Services with staff training and development, as well as providing feedback of office needs or issues with processes as indicated via customer contacts.

Minimum Requirements

A high school diploma required Bachelors preferred and at least 2 years work experience in student financial aid and at least one year supervisory experience. Relevant experience in business management, public administration, or administrative services may substitute for the required work experience. Candidates with an equivalent combination of experience and/or education are encouraged to apply. 

Required Knowledge, Skills and Abilities

Excellent math and analytical skills along with a solid understanding of Title IV regulations. Possess excellent verbal, communication and customer service skills. Must be able to multi-task and prioritize workload, with frequent interruptions. Must have understanding of FERPA regulations. Experience with Banner Financial Aid and Microsoft Word and Excel is a plus.

Additional Comments Regarding Position

Occasional work hours required in evenings and on weekends during peak processing periods.

Special Instructions to Applicants

Please complete the application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position.

*Salary is commensurate with education/experience which exceeds the minimum requirements.

Offers of employment are contingent upon a successful background and credit check.

All applications must be submitted online https://jobs.cofc.edu.

Salary

*$37,860 - $43,000

Posting Date

02/07/2024

Closing Date

02/20/2024

Benefits

• Insurance: Health/Dental/Vision
• Life Insurance
• Paid Leave: Sick/Annual/Parental
• Retirement
• Long Term Disability
• Paid Holidays
• Free CARTA Bus Service
• Employee Tuition Assistance Program (ETAP)
• Employee Assistance Program (EAP)
• Full Benefits Package – Click Here

Open Until Filled

No

Posting Number

2024013

EEO Statement

The College of Charleston is an Affirmative Action/Equal Opportunity employer and does not discriminate against any individual or group on the basis of gender, sexual orientation, gender identity or expression, age, race, color, religion, national origin, veteran status, genetic information, or disability.

Quicklink for Posting

https://jobs.cofc.edu/postings/14951

Job Duties

Job Duties

Activity

Serves as primary point of contract for customers, clients, and partners by responding to daily correspondence and other inquiries regarding Financial Aid. Administers Department database of inquiries and FAQs to ensure messaging consistency and compliance for internal and external partners, and ensures all information is up-to-date.

Essential or Marginal

Essential

Percent of Time

40

Activity

Counsels Students and Parents with regard to financial aid matters. Performs needs analysis and makes adjustments to awards based on analytical information.

Coordinates all verifications for enrollment & professional judgment assignments. Processes verifications as needed for student population, assigned by yearly File Review Distribution.

Essential or Marginal

Essential

Percent of Time

30

Activity

Oversees the daily operations and staffing coverage of the reception area. Maintains and troubleshoots communication system for the office. Trains, and evaluates staff of Peer Counselors. Supports Associate Director with all office training activities by crafting materials and coordinating all administrative aspects.

Essential or Marginal

Essential

Percent of Time

15

Activity

Represents the College of Charleston at professional meetings and organizations related to financial aid and student development; to include Admissions Open House, High School Workshop, College Fairs, and other community outreach events.

Essential or Marginal

Essential

Percent of Time

10

Activity

Supports Director and Financial Aid leadership with development and updating of departmental forms and website content to ensure consistent messaging, federal and state compliance, and effective customer support.

Essential or Marginal

Marginal

Percent of Time

5