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Student Relations Manager

Employer
University of North Dakota
Location
Grand Forks, North Dakota (US)
Salary
$83,000

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Industry
Education
Role
Manager
Hours
Full Time

Job Details

Description

The Student Relations Manager is responsible for leading a team of staff to provide a quality customer service experience to current and future students (undergraduate, graduate, law and medical), and their families, while assisting them in navigating all aspects of UND's campus and processes.  It is the role of One Stop Student Services to enhance the overall student experience and support recruitment and retention goals.

Position Benefits

Benefits include single or family health care coverage (UND pays the full premium), $12,000 in basic life insurance, employee assistance program, retirement plans with generous employer contributions, annual & sick leave in addition to 10 paid holidays.

Optional benefits include supplemental life, dental, vision, flexible spending account, supplemental retirement plans.

UND also offers an employee tuition waiver and a variety of professional development opportunities.

Find out more about UND's great benefits and perks here!

Duties & Responsibilities

  • Provide overall leadership, supervision, and management to the One Stop Student Services office
    • Set and monitor performance goals for office.
    • Communicate with multiple internal and external audiences, developing strong working relationships in support of student needs.
    • Hire, onboard, train, and lead staff in One Stop office in a professional manner.
    • Work in conjunction with the Vice Provost of Strategic Enrollment Management and the Budget Manager to manage department budget.
  • Management of customer service strategies and initiatives
    • Develop policy and procedures in support of current business practices to assure the office is providing excellent customer service.
    • Manage department communications to include emails, social media, texting and campus outreach.  Track data in relation to communications, using it to develop and enhance communications.
    • Present financial account information to students, staff, and faculty and train other team members to do the same.
    • Participate in campus events.
    • Answer incoming phone calls during peak times and as needed, providing excellent customer service at all times.
  • Continuous process improvement
    • Identify, analyze, and improve existing business processes
  • Manage accounts receivable collections and charge appeals
    • Administer and manage the collection of accounts receivable, developing best business practices to keep accounts receivable current.
    • Utilize various tools available to analyze collection efforts.
  • Other duties as assigned
    • Assist with special projects
    • Participate in professional development opportunities
    • Serve on campus and state committees
    • Maintain documents according to UND's retention policy

Required Competencies

  • Demonstrated strong leadership skills.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and organizational skills.
  • Ability to serve customers graciously, quickly, and accurately.
  • Demonstrated experience in delivering excellent service to students, families, and both on- and off-campus constituents.
  • Ability to model professional behavior, appearance, and job performance in the workplace.
  • Proven work history to work collaboratively and creatively to solve complex problems and issues.
  • Ability to demonstrate positive interactions with students and colleagues in the workplace.
  • Demonstrated willingness and ability to be receptive to new ideas, cultures, concepts, and technologies.
  • Demonstrated project management and public speaking skills.
  • Demonstrated acceptance and respect for others' diversity, abilities, and gifts.
  • Demonstrated self-initiative, integrity, and reliability.
  • Outgoing personality and ability to display positive demeanor, high energy, and enthusiasm.
  • Demonstrated ability to prioritize, problem solve, and multi-task in a fast-paced environment.
  • Ability to interpret and explain complex regulations and policies to a diverse audience, both in one-on-one sessions and group settings.
  • Demonstrated ability to maintain customer confidentiality and handle sensitive information.
  • Experience working as part of a team toward organizational objectives.
  • Proven work history initiating and supporting organizational change
  • Minimum Requirements
  • Bachelor's degree or equivalent work experience
  • 3 years supervising a customer service team (sales or recruitment)
  • Experience with budgeting
  • Valid driver's license
  • Successful completion of criminal history records check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire.

Preferred Qualifications

  • Master's degree
  • Student financial aid, admissions, advising, or student accounts/billing experience in a higher education setting.
  • Experience with customer service software and tracking metrics
  • Experience with Mongoose, Blackboard, Salesforce, PeopleSoft, Perceptive Content, and/or Starfish
  • Experience training on process improvement and/or Lean methodology implementation.

Minimum Hiring Salary/Position Classification

$83,000 annual; exempt; benefited; full-time

Work Schedule

Monday - Friday 8:00 AM - 4:30 PM

To Apply

For full consideration, all application materials must be fully submitted by 11:59PM on the closing date.

Additional Information

To find out why living and working in Greater Grand Forks is way cooler, check out Grand Forks is Cooler.

All information listed in this position announcement will be used by Human Resources, the Hiring Department, and EO/Title IX for screening, interviewing and selection purposes.

Confidentiality of Application Materials

Pursuant to NDCC 44-04-18.27, applications and any records related to the applications that identify an applicant are confidential, except records related to the finalists of the position, which are open to the public after the search committee has identified the top three or more finalists who will be invited to campus.

EEO Statement

The University of North Dakota is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or other protected characteristic. Women, minorities, veterans, individuals with disabilities, and members of other underrepresented groups are especially encouraged to apply. Applicants are invited to provide information regarding their gender, race and/or ethnicity, veteran’s status and disability status as part of the application process. This information will remain confidential and separate from your application.

Veteran’s Preference

Veterans claiming preference must submit all proof of eligibility by the closing date. Proof of eligibility includes a DD-214 showing character of service or NGB 22 and if claiming disabled status, a current letter of disability from the VA dated within the last 12 months.

Clery Statement

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the University of North Dakota publishes an Annual Security and Fire Safety Report. The report includes the university’s policies, procedures, and programs concerning safety and security, as well as three years of crime statistics for our campus. As a prospective employee, you are entitled to a copy of this report. The report and statistical data can be found online at UND.edu. You may also request a paper copy of the report from the UND Police Department located at 3851 Campus Road, Grand Forks, ND, 58202.

Company

The University of North Dakota is one of the largest employers in the region. The University provides a comprehensive benefits package that includes full health insurance premium coverage for single or family plans, a retirement plan, tuition benefits for employees, as well as for the spouse and dependents of the employee, on-campus training programs, exclusive internal recruitment opportunities, as well as many other benefits.

Company info
Website
Location
264 Centennial Drive
Stop 7127
Grand Forks
ND
58202
United States

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