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 and relevant experience in business management, public administration, or administrative services or a bachelor’s degree may be substituted for the required work experience. Bachelor’s degree in business management or accounting, plus 2 years of experience in student financial aid or higher education administration is preferred. Training and supervisory experience is helpful.
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 check.
All applications must be submitted online https://jobs.cofc.edu.
Salary
$34,331 - $40,000*
Posting Date
05/27/2022
Closing Date
08/12/2022
Open Until Filled
No
Posting Number
2022101
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.
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.
Founded in 1770, the College of Charleston is the oldest institution of higher education south of Virginia and the 13th oldest in the United States. The College has earned a reputation for excellence in the liberal arts and sciences throughout its nearly 250-year history, and this remarkable tradition provides a strong foundation for 21st century learning. The College is also one of the largest and most sought-after employers in the region. The College is more than just a place to work; it’s a place where you can build a career and make a difference for our students and the community. We offer a wealth of benefits, resources and learning opportunities.
