Assistant Director of One Stop Student Services

Rider-University; Lawrenceville (NJ); On-site; USD 70,000 - 90,000; Full time

Job summary

Rider University invites applications for the Assistant Director of One Stop Student Services. This role oversees the daily operations of a centralized center that supports Admissions, Financial Aid, Student Accounts, Registrar, and related enrollment services, ensuring efficient service and student-focused outcomes.

The ideal candidate will have at least three years of supervisory experience, a Bachelor's degree, strong leadership and communication skills, and a demonstrated commitment to

Qualifications

• Bachelor's degree required.
• Minimum of three years of supervisory experience with staff performance management.
• Experience in customer service operations within higher education.
• Experience managing customer service operations in a high-volume environment.
• Strong leadership, written and verbal communication skills.
• Ability to manage competing priorities while maintaining service quality.
• Satisfactory background and/or DMV checks required.
• Master’s degree preferred.

Responsibilities

• Coordinate daily operations of the One Stop Student Services Center and ensure staff coverage during business hours.
• Assist students, families, faculty, and staff with inquiries related to admissions, financial aid, student accounts, and enrollment services.
• Handle escalated customer service concerns and assist with resolving complex student issues.
• Monitor service queues, office traffic, email communications, and response times to ensure timely service.
• Oversee mail receipt, distribution, document imaging, scanning, and records management activities.
• Assist with data review and quality assurance efforts to support accurate student records and transactions.
• Coordinate cross-training initiatives to ensure operational flexibility and continuity of service.
• Develop and maintain training materials and procedural guides.
• Ensure staff remain informed of policy, procedure, and system changes.
• Collaborate with Enrollment Management offices to improve workflows and communications to enhance service delivery.
• Contribute to departmental initiatives that support enrollment and retention goals.

Skills

Customer service leadership

Communication skills

Problem-solving

Operational management

Conflict resolution

Staff coaching

Prioritization

Education

Bachelor's degree

Master’s degree preferred

Tools

Banner Student

Banner Financial Aid

Banner Accounts Receivable

Job description

Rider University invites applications for the Assistant Director of One Stop Student Services. This position oversees the daily operations of a centralized student services office that provides front-line support for Admissions, Financial Aid, Student Accounts, Registrar, and related enrollment services functions. The Assistant Director ensures efficient office operations, coordinates staff activities, supports service delivery, and serves as a primary resource for students, families, faculty, and staff regarding enrollment-related processes.

This position balances supervisory, advisory, and cross training responsibilities with active involvement in daily operations, including customer service, office administration, workflow management, payment processing, and issue resolution. The Assistant Director works closely with Enrollment Management departments to promote consistent service standards and an exceptional student experience.

Key Responsibilities:

• Coordinate daily operations of the One Stop Student Services Center and ensure appropriate staff coverage during business hours.
• Assist students, families, faculty, and staff with inquiries related to admission applications, financial aid, student accounts, registration, academic records, and enrollment services.
• Handle escalated customer service concerns and assist with resolving complex student issues.
• Monitor service queues, office traffic, email communications, and response times to ensure timely service.
• Oversee mail receipt, distribution, document imaging, scanning, and records management activities.
• Assist with data review and quality assurance efforts to support accurate student records and transactions.
• Coordinate cross-training initiatives to ensure operational flexibility and continuity of service.
• Develop and maintain training materials and procedural guides.
• Ensure staff remain informed of policy, procedure, and system changes.
• Collaborate with Enrollment Management offices to improve workflows and communications to enhance service delivery.
• Contribute to departmental initiatives that support enrollment and retention goals.

• Bachelor's degree required.
• Minimum of three years of supervisory experience, including responsibility for staff performance management and employee development.
• Demonstrated knowledge of customer service operations, preferably within a higher education environment.
• Experience managing customer service operations in a high-volume environment.
• Strong leadership, conflict resolution, and employee coaching skills.
• Excellent organizational, analytical, and problem-solving abilities.
• Strong written and verbal communication skills.
• Ability to manage competing priorities while maintaining a high level of service and operational effectiveness.
• Demonstrated commitment to student-centered service delivery.
• Satisfactory background and/or DMV checks required.

• Master’s degree preferred.
• Experience working in a centralized One Stop or integrated customer service environment.
• Experience working in higher education or other learning environments.
• Experience with Banner Student, Banner Financial Aid, Banner Accounts Receivable, or comparable student information systems.
• Knowledge of federal financial aid regulations, student billing processes, academic records management, and FERPA requirements.
• Experience utilizing operational metrics, dashboards, and reporting tools to assess performance and improve service delivery.