Manager, Client Services

Location: Financial Aid

Regular/Temporary: Regular

Job ID: 608285

Full/Part Time: Full-Time

Workplace Culture

NAU aims to be the nation's preeminent engine of opportunity, vehicle of economic mobility, and driver of social impact by delivering equitable postsecondary value in Arizona and beyond.

https://nau.edu/president/strategic-plan/

Special Information

• ***This position is open to current regular, benefit-eligible NAU employees ONLY. (Temporary employees, student workers, variable-hour benefit-eligible employees, and other non-regular employees are not eligible to apply).***
• This position is located on the Flagstaff Mountain campus.
• In addition to a completed application, please submit a cover letter, resume, and three professional references.
• Position indoor work environment, no known hazards.
• Occasional travel, weekend and overtime work.
• Position has limited opportunities for remote work.

Job Description

The Manager, Client Services within the Office of Scholarships and Financial Aid (OSFA) position assists in the oversight of the Client Services/ Financial Aid Advisor area which includes but is not limited to the following programs: Outreach, Federal Work-Study, TEACH Grant, Consortium Agreements, SAP Appeeals, Study Abroad, Earn to Learn, eTRP/QTR processes. This position reports directly to the Assistant Director of Client Services.

Job Duties and Responsibilities

Department Leadership and Team Management - 50%

• Provide leadership and overall management of the Financial Aid Advising team.
• Recruit, hire, train, supervise, and evaluate three full-time staff and oversee the supervision of one full-time staff and 1-2 student employees.
• Work collaboratively with Operations areas and other departments' campus-wide, including but not limited to Service Center, Solution Center, Office of the Registrar, and Student Account Department Services.
• Develop, implement, and provide extensive training for the Client Services/ Financial Aid advising team on areas of responsibility.

Program Lead and Appeals Manager - 20%

• Serves as the expert for professional judgement appeals including: Budget, Contribution, Dependency and assists the Satisfactory Academic Progress review team.
• Assist in managing the appeals Policies and Procedures to ensure the process is student facing yet compliant.
• Acts as a resource to the advising team on a variety of topics including financial aid topics and strong customer service skills.
• Participate in special projects and cross-training within office as needed.
• Ensure operations is following federal, state and institutional regulations and provide and communicate timely resolutions as needed.

Customer Service - 15%

• Service students and families through a variety of avenues including: walk-in and phone appointments, emails and Salesforce cases.
• Consult with students and families on financial aid topics and provide excellent customer service.
• Investigate student accounts as needed to resolve any and all problems.
• Utilize several internal and external databases, including PeopleSoft, OnBase, Salesforce, COD, NSLDS, etc.
• Assist in testing updates and fixes, system upgrades, and other data processing as needed.
• Research federal regulations and exhaust all resources available in resolving issues.

Partnerships & Outreach - 10%

• Manage the Outreach program and efforts for the office.
• Ensure adequate staff representation is aligned for all outreach/recruiting events.
• Develop and foster a collaborative work environment with on/off campus partners.

Other - 5%

• May require working and/or traveling nights and weekends.
• Other duties as assigned.

Minimum Qualifications

• Bachelor's degree.
• 2-4 years of administrative/coordinative experience
• 1-2 years of management or supervisory experience.
• Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

Preferred Qualifications

• Experience working in a financial aid office and administering federal, state, and institutional aid.

Knowledge, Skills, & Abilities

• Demonstrated experience and knowledge in working with students and individuals of diverse backgrounds.
• Ability to analyze problems and make well-reasoned sound decisions.
• Skill in planning, organizing, and giving direction to meet desired office goals and objectives.
• Excellent organizational skills.
• Excellent presentation and communication skills.
• Demonstrated ability to maintain confidentiality.
• Extensive customer service experience.
• Demonstrated ability to efficiently and effectively solve problems and initiate and implement projects independently.
• Supervisory skills and training experience.
• Skill in coordinating projects, evaluating data and establishing priorities.
• Demonstrated commitment to diversity and ability to work with a diverse student, staff and faculty population.
• Demonstrated capacity to adapt to change.

Background Information

This position has been identified as a safety/security sensitive position. Therefore, per AZ Revised Statute, Northern Arizona University requires satisfactory results for the following: a criminal background investigation, employment history investigation, degree verification (in some cases) and fingerprinting. If you are applying for a job that requires a CDL, you will be required to register with the Federal Motor Carrier Safety Administration Drug & Alcohol Clearinghouse and adhere to the clearinghouse requirements. Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States. Finally, each year Northern Arizona University releases an https://in.nau.edu/police-department/annual-security-and-fire-safety-reports/.. The report is a result of a federal law known as the Clery Act. The report includes Clery reportable crime statistics for the three most recent completed calendar years and discloses procedures, practices and programs NAU uses to keep students and employees safe including how to report crimes or other emergencies occurring on campus. In addition, the https://in.nau.edu/police-department/annual-security-and-fire-safety-reports/. is combined with the Annual Security Report for the NAU Flagstaff Mountain Campus as this campus has on-campus student housing. This report discloses fire safety policies and procedures related to on-campus student housing and statistics for fires that occurred in those facilities. If you would like a free paper copy of the report, please contact the NAUPD Records Department at (928) 523-8884 or by visiting the department at 525 E. Pine Knoll Drive in Flagstaff.

Salary

Anticipated salary range is $58,882 - $67,714. Annual salary commensurate with candidate's qualifications and related experience.

FLSA Status

This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked.

Benefits

This is a Service Professional (SPF) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System or the Optional Retirement Program; 22 days of vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents. More information on benefits at NAU is available on the https://in.nau.edu/human-resources/benefits/. NAU is a tobacco and smoke-free campus. Service Professionals are hired on a contract basis, renewable each 6 months according to https://public.powerdms.com/ABOR/documents/1499270. Employees offered a position will be eligible for state health plans (including NAU's BCBS Plan). New employees are https://in.nau.edu/human-resources/eligibility-enrollment/ on the first day of the pay period following their enrollment, after their employment date. Employees will have 31 days from their start date to enroll in benefits. If a new employee chooses the ASRS retirement option, participation in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, will begin on the first of the pay period following 6 months after the new employee's start date. New employees who choose to participate in the Optional Retirement Plan (ORP), which is an alternative to the ASRS plan for faculty and other appointed staff, will begin to participate on the first day of the pay period following election. Additionally, the long-term disability plan that accompanies the ORP will begin on the first day of the pay period following election.

Learning and Development

Your career at Northern Arizona University includes the opportunity for professional development. https://in.nau.edu/human-resources/orientation/ includes courses to be completed within the first 30 days.

Immigration Suppt/Sponsorship

NAU will not provide any U.S. immigration support or sponsorship for this position.

Application Deadline

March 19, 2024 at 11:59 p.m.

How to Apply

To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline. If you need assistance completing your application there are instructions available on the https://in.nau.edu/human-resources/or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process, please contact the Disability Resources Office at 928-523-8773, http://DR@nau.edu, or PO Box 5633, Flagstaff AZ 86011.

Equal Employment Opportunity

Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.

https://in.nau.edu/Human-Resources/Posters-Required-by-Law/

NAU is an Employer of National Service. AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.

To apply, visit https://apptrkr.com/6080908

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