Associate Director, Student Financial Services & Operations

University of New Hampshire; Durham (NH); On-site; USD 63,000 - 113,000; Full time

Job summary

University of New Hampshire seeks a seasoned supervisor within Student Financial Services to coordinate scheduling, customer service, and internal-external communications. You will directly oversee hiring, onboarding, and supervision of staff and student workers, ensuring documentation for major SFS processes and First Year Programs.

Responsibilities include managing the customer service team, coordinating training, and collaborating with the systems team on upgrades and marketing campaigns.

Qualifications

• Five years’ experience in financial aid or student accounts administration with managerial responsibility.
• Knowledge of federal and state regulations pertaining to higher education.
• Demonstrated ability to deal effectively with the public, University community and external constituencies.
• Excellent written and oral communication skills and decision-making ability.
• Demonstrated leadership and organizational skills.
• Willingness to work irregular and flexible hours.
• At least five years of supervisory experience.
• Master’s degree in a related field (e.g. student affairs, business, counseling).

Responsibilities

• Oversee department customer service team, including OS & PAT staff, and work study students.
• Coordinate with supervisors to ensure satisfactory customer service in-office, phone, and email coverage.
• Maintain acceptable response time for inquiries and explore new outreach options like chatbots.
• Work with systems team on new implementations and mass marketing campaigns.
• Hire, onboard, and supervise customer-facing staff and student workers.
• Resolve complex financial problems for UNH students, parents and debtors, and negotiate payment arrangements.
• Participate in department management planning and alignment with retention initiatives.

Skills

Leadership

Communication

Customer service

Problem solving

Regulatory knowledge

Team coordination

Decision making

Education

Master’s degree

Tools

Student information systems

Statistical software

Job description

University of New Hampshire seeks a seasoned supervisor within Student Financial Services to coordinate scheduling, customer service, and internal-external communications. You will directly oversee hiring, onboarding, and supervision of staff and student workers, ensuring documentation for major SFS processes and First Year Programs.

Responsibilities include managing the customer service team, coordinating training, and collaborating with the systems team on upgrades and marketing campaigns.