Associate Director, Communications and Outreach
Jacksonville State University

Job no: 497218
Work type: Full Time
Location: Jacksonville (Main Campus)
Categories: Staff

Department:

Office of Financial Aid

Requested Start Date:

October 1, 2024

Normal Work Schedule:

8:00 a.m. - 4:30 p.m. Monday-Friday, some evenings and weekends required

Job Summary:

The Associate Director of Communications oversees the customer service experience for the Financial Aid Office. The position also assists in administering student applications and records for participation in the University's loans and federal financial aid programs; works in close collaboration with other JSU Departments and Offices (e.g. Office of Student Accounts, Registrar, etc.) to assist students with the financial aid process. The position is responsible for outreach to students and families from the Financial Aid Office, which includes, but is not limited to, emails, text messages, presentations, website updates, etc.

Duties and Responsibilities:

• Coordinate with JSU's call center to ensure escalations are resolved and appropriate and accurate information is being disseminated, which includes scheduling trainings as needed
• Ensure exemplary customer service by clarifying any student complaints/escalations; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution
• Generate outbound call lists for JSU's call center for calls to student groups such as missing FAFSA, missing documents, etc.
• Maintain Financial Aid Office website by conducting periodic reviews of information to ensure accuracy
• Train and supervise all student assistants, including FERPA confirmation, time approval, and scheduling
• Develop and maintain Financial Aid Office Outreach calendar and facilitate on and off campus outreach events
• Provide weekly reports to the Director of Financial Aid regarding all customer service interactions
• Train and supervise Financial Aid Service Specialists
• Process Federal Work Study payroll reporting, position requests, and monitor departmental spending and allocations
• Perform other duties as assigned.

Required Minimum Qualifications:

• Master's degree in an appropriate field from a regionally accredited college or university
• At least three (3) years' related experience in financial aidStrong technical skills and customer service skills

Preferred Qualifications:

• Experience with Ellucian Banner, and Nextgen Scholarship Manager
• Prior leadership or supervisory experience

Required Documents:

Employee Benefits:

JSU strives to provide great quality of life to our employees through an attractive, competitive benefits package for our full-time faculty and staff. These benefits enhance your salary as a JSU employee and are part of your total compensation package. Benefits include:

For additional information regarding benefits, please visit our website.

Clery Notice: In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, https://clerycenter.org/policy-resources/the-clery-act/ the Jacksonville State University Police provide information on crimes statistics, crime prevention, law enforcement, crime reporting, and other related issues for the past three calendar years. The JSU Annual Campus Security and Fire Report is available online at: http://jsu.edu/police/docs/CleryAnnualReport.pdf

Equal Employment Opportunity: JSU is an Equal Employment, Equal Opportunity, and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, genetic information, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Advertised: Aug 23 2024 Central Daylight Time
Applications close: