Student Financial Services Manager

Job no: 494056
Work Type: Staff full-time
Categories: Staff

About ACU

ACU is affiliated with the fellowship of the Church of Christ. All applicants must be professing Christians and willing to support the Christian mission and purpose of Abilene Christian University while employed by the university.
Department: ACU Dallas Student Success - Student Financial Services

Employee Class: Exempt Full-time

Basic Responsibilities

The Student Financial Services Manager (SFSM) supervises and supports the Financial Aid Advisor team. SFSM is focused on providing an exceptional student experience through ongoing student engagement and relationship building. In conjunction with other university offices, the manager will also collaborate to develop and train other departments on best practices in responding to and supporting students.

Basic Responsibilities
• Financial Aid Advisor Supervision
• SFS Policy/Procedure Management
• Student Award Packaging Management
Essential Duties

Financial Aid Advisor Supervision
• Support daily FAA and student activities to ensure timely, accurate advisement leading to student satisfaction
• Oversees the resolution of complex student issues/concerns in coordination with various departments to ensure timely and effective solutions
• Conduct performance one-on-one's with FAA to ensure successful student advising, focus on key performance indicators, and dedication to student settlement.
• Conduct Financial Aid Advisor caseload reviews and call coaching, providing corrective guidance as needed
• Develop and implement of settlement strategies and initiatives as appropriate
• Lead ongoing training initiatives including presenting on best practices and policies/procedures
• KPIs: NPS scores for FAAs, NPS scores for SFS questions, NSE financial flake rate, & TSE financial attrition rates

SFS Policy/Procedure Management
• Maintain up to date knowledge and training documentation of online SFS policies and procedures
• Ensures FAAs are in compliance with financial policies and procedures in their student advisement
• Serves as a liaison for Dallas SFS staff and maintains productive relationships with other Student Financial Services team members (Dallas SFS, Abilene SFS, and Wildcat Central) for billing, needs analysis, verification, and other financial aid regulatory support.
• Provides technical expertise, information, and assistance to the Director of Dallas SFS in the formulation and development of policies, procedures, and programs.
• KPIs: number of trainings delivered, audit outcomes, and feedback from peers.

Student Award Packaging Management
• Audits packages and awards student financial aid in accordance with institutional and governmental policies and regulations.
• Assists in the management and disbursement of online/campus scholarship funds, incentives, and discounting
• Maintains a thorough knowledge of federal, state, and institutional financial aid topics to counsel students and parents about receiving and maintaining eligibility for financial aid and scholarships at ACU
• Oversees the Dallas Satisfactory Academic Appeal Committee including but not limited to processing SAP, communicating with students regarding their status, and overseeing the review of student appeals
• KPIs: FAA award accuracy ratio, SAP appeal completion %, and days to award funds, incentives, and discounting
Professional Development Requirements

Skills
• Exceptional interpersonal communication skills, both verbal and written
• Strong planning, organizational, and time management skills
• Utilize critical thinking and problem-solving skill
• Excellent command of professional presentation skills and be comfortable presenting to groups both large and small
• Management & Leadership

Training
• High-level knowledge of the higher education and student financial services policies
• Computer literate and able to learn proprietary software applications including but not limited to:
SalesForce
Banner and/or Workday
Zoom
Mogli
Microsoft Suite
Google Suite
Qualifications

Professional
• Bachelor's degree required. Masters preferred.
• Ability to travel, must possess a valid driver license.
• Able to work flexible hours conducive to contacting students when available.
• Minimum of 4 years of higher education experience with 2 years of student financial services experience
• If internal, exceeds current outlined responsibilities, performance expectations, and position requirements.

Personal
• Goal-oriented and driven to assist people with meeting their educational goals
• Self-motivated with the ability to successfully work independently or in a team environment
• Must be student and advisor oriented and have the ability to perform multiple tasks efficiently and effectively
• Motivating others by creating a climate in which people can succeed
• Collaborative within a team environment
• Is dedicated to meeting the expectations and requirements of internal and external stakeholders
• Maintain a professional appearance (i.e. neat and orderly attire) and work environment (I.e. clean and organized dedicated workspace with professional background).
• Ability to adapt in a fast-paced and dynamic environment
• Supports and upholds all student-facing university policies
• Demonstrates personal and professional integrity
• Displays public support and pride in university initiatives, and assists others in seeing the positive aspects of ACU
• Complies with all ACU employee policies and procedure
Physical Demands
• Must be able to use a telephone or headset equipment and able to perform work at a computer. Work is performed in an office environment; must have the ability to sit for long periods of time - 6- 8 hours.
• May be required to the manual operation of general office equipment and lift up to 30 pounds.
• Limited travel may be required - locations vary and some overnight travel may be necessary.

Additional Information

ACU does not unlawfully discriminate on the basis of race, color, age, sex, disability, genetic information, national or ethnic origin in employment opportunities, in keeping with applicable state and federal law.

ACU is committed to maintaining a safe and secure campus environment and protecting the university's financial and physical assets. Therefore, Abilene Christian University conducts background checks on all candidates for employment in security sensitive positions.

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