University of Utah Assistant Director of Client Services in Salt Lake City, Utah

Details

Open Date 01/28/2019

Requisition Number PRN19490B

Job Title Manager, Student Services

Working Title Assistant Director of Client Services

Job Grade E

FLSA Code Administrative

Patient Sensitive Job Code? No

Standard Hours per Week 40

Full Time or Part Time? Full Time

Shift Day

Work Schedule Summary

Mon-Fri 8am-5pm

VP Area Academic Affairs

Department 00294 - Financial Aid

Location Campus

City Salt Lake City, UT

Type of Recruitment External Posting

Pay Rate Range $52,020

Close Date

Open Until Filled Yes

Job Summary

Oversees, guides and trains a staff of 14 full time employees in day-to–day financial aid operations of federal, state, and institutional programs , which includes but is not limited to central processing, information and records management, and ensures efficiency of procedures and technical processes; monitors compliance with federal, state, and institutional statutes; must anticipate and address customer satisfaction demands including paper and electronic environments.

Under minimal supervision, responsible for planning, training, organizing, directing and controlling all aspects of the Operations area’s internal and external customer service, human resource and financial management operations. Acts as a catalyst between the department and its customers and staff to ensure continuity and quality of service and care.

Responsibilities

- Forecasts, develops, provides training, and implements policies and procedures in the areas of customer service, human resources and budgetary goals and objectives that are consistent with University of Utah’s policies.

- Markets and promotes new and existing programs and services to internal and external customers.

- Participates in University-wide committees to establish customer service standards and administrative plans and policies.

- Facilitates cooperative and collaborative community and institutional relationships.

- Ensures customer satisfaction by analyzing complaints, concerns and suggestions and providing appropriate follow-through.

- Develops departmental strategies consistent with the department’s continuous quality improvement program.

- Ensures competency of staff through the development, training, and/or presentation of educational programs and through on going staff performance evaluations.

- Oversees the supervision of counseling related functions within the department, conducts student surveys to determine level of satisfaction, and ensures the achievement of optimal service to students.

_Works collaboratively with other members of Management of the department to ensure that maximum counseling coverage is provided to students through in person (customer service windows, in person counseling appointments, outreach events) and electronic means (telephone, email, electronic counseling).

- Reviews and evaluates annually existing procedures and technical processes in office areas, and drafts proposals of new ones, to improve staff efficiency and service to ensure compliance with appropriate federal, state, and institutional regulations and regulations.

- Manages and supervises the information, data entry and records management areas, involving paper and electronic files, by hiring, firing, giving direction, and training and cross training performance evaluations, etc. to ensure a competent and fully functioning staff.

- Resolves unusual student problems that require an interpretation of information contained in the record by personal intervention, or by consulting with the Administration, Income Accounting, Student Loans, Registration, Admissions, Academic Departments, etc.

- Oversees on-going weekly training sessions, and serves on the office training committee, determines adequacy, or need for additional training to ensure staff are functioning with current and correct information.

_ Serves on the Office Management team and is responsible for providing input in the decision making of office policies and procedures.

This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Work Environment and Level of Frequency typically required

Nearly Continuously: Office environment.

Physical Requirements and Level of Frequency that may be required

Nearly Continuously: Sitting, hearing, listening, talking.

Often: Repetitive hand motion (such as typing), walking.

Seldom: Bending, reaching overhead.

Minimum Qualifications

Bachelor’s degree in a related area or equivalency (2 years related work experience may be substituted for 1 year of education).

Four to six years of progressively more responsible management experience. Background knowledge of hiring department’s area of specialization in order to analyze, plan and draw conclusions for recommendations to superiors. Demonstrated leadership skills in planning and directing employees and processes in order to effectively monitor and develop subordinates and to ensure the smooth operation of department. Master’s degree in a related area may be preferred.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences

Type Benefited Staff

Special Instructions Summary

Additional Information

The University of Utah is an Affirmative Action/Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, University of Utah policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law.

To inquire about this posting, email: employment@utah.edu or call 801-581-2300. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities. To request an accommodation or for further information about University AA/EO policies, please contact the Office of Equal Opportunity and Affirmative Action, 201 S. Presidents Cr., Rm 135, (801) 581-8365 (V/ TDD ), email: oeo@umail.utah.edu .

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with priorURSservice, may elect to enroll inURSif they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits fromURSare subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.This position may require the successful completion of a criminal background check and/or drug screen.