The Manager, Student Central is responsible for the overall processes, training, evaluation and support for Student Central services. The Manager, Student Central manages day to day operations and handling of all student issues, as well as assessing and measuring the effectiveness of services provided. This position may also assist, design and implement programs that foster student successes (based on the persistence plan) and customer services as well as contribute to the accomplishment of the operational and financial objectives for the University and organization. Is also accountable for the location’s accounts receivables. This position is appropriate for a campus/metro with enrollment of approximately 350 - 900 students
Evaluates and reviews current customer service practices and processes and advises management on recommendations for improvement.
Provides coordination and training in the implementation of an effective customer service plan.
Provides management with tracking, reporting, and assessment of outcomes.
Leads in the development and hiring of Student Success Coaches and Student Finance Consultant that will play an integral role in the overall customer service initiative.
Supervises customer service positions as they are assigned.
Assesses performance for assigned customer service positions, provides timely follow-up on any developmental needs through the performance management system.
Develops, implements, and monitors schedules that provide effective coverage to ensure quality.
May review and revise processes in regards to registration, academic appeals, withdrawals, program changes, etc., on campus.
May prepare department staffing and budget plans and maintain adequate staffing while remaining within budget targets.
May interview and participate in hiring decisions for applicants, directly supervise department supervisors, provide feedback and conduct performance reviews as assigned.
Ensures audit compliance with University and government regulations including Title IV.
Ensures that staff has the needed tools and resources to assists applicants/students with making informed tuition and investment decisions by providing accurate and helpful Student Finance counsel.
Identifies and shares best practices with the department members to ensure that all staff members continuously provide and improve the DeVry student experience.
Maintain a thorough understanding of all DeVry Student Finance programs, policies and procedures.
Maintain a detailed understanding of federal, state financial aid guidelines and laws while ensuring that all staff members are as well.
May assist with designing and presenting any special reports/projects for accreditation and state approval process.
Completes other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Below are the minimum requirements of the education, experience, knowledge, and skills required to competently perform in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor’s degree required, Master’s preferred.
A minimum of 3-5 years of combined professional experience required in at least two or more of the following areas:
Student finance (knowhow or strong working familiarity with FERPA laws in a college/university environment and in the application of federal regulations in financial aid programs).
Strong financial aid experience with specific knowhow in the application of FERPA laws in a college/university environment and in the application of federal regulations in the financial aid programs.
Working familiarity with the utilization of financial aid software such as ProSAM.
Proficiency and accuracy in all Microsoft Office applications.
Communicates with impact both verbal and written in an accurate, understandable and succinct manner while adapting communication style to your audience.
Proactively solves problems through asking questions, listening to responses, verifying information, considering alternate conclusions and staying solution-focused.
Consistently displays leadership integrity through supporting the DeVry Purpose, Vision, and Values; is accountable for actions and consequences.
Buildes inspired teams of talented people through a collaborative and positive approach to work.
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.
Who We Are:
Since our founding in 1931, DeVry University has focused on delivering a different kind of education – one based on experiential learning with real-world applications. When you join our team, you’re choosing an institution that serves students who are different, too: a diverse group of go-getters from all walks of life.
We know our colleagues are integral to the success of the institution. At DeVry, we’re guided by our culture of care, and we embrace values that teach us to care for students, self and colleagues. It’s one way we position our colleagues for success.
We are looking for engaged, caring colleagues to join our organization in serving our students. We take extra pride in our dedicated support teams, as well as our outstanding faculty members who have often worked for years in the fields that they teach. We believe all our colleagues deserve opportunities to reach their goals. Whether it’s career advancement, maintaining a healthy lifestyle or saving for retirement, our comprehensive benefits and professional development offerings can help you meet your goals.
If you want to be a part of an institution focused on providing high-quality education, care and attention, we invite you to apply for a position today.
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