Manager - Financial, Billing and Enrollment Center - INTERNAL OPENING FOR KSU EMPLOYEES ONLY in Kent

Physical Location: Kent Campus - Kent, OH

Salary: $53,015

Basic Function: To provide the day-to-day supervision of Financial, Billing and Enrollment (FBE) Center staff and activities in a comprehensive student service unit that provides integrated cross-functional service in the areas of registration/enrollment, student records, student accounts, billing, financial aid, scholarships and student financial wellness counseling to University constituents including students (prospective, current, former and alumni), parents/families, staff, faculty and other University community members. Serve as the leadership level resource in assisting the FBE Center Staff in carrying out their job related duties. Reports to the Associate Director, Financial, Billing and Enrollment (FBE) Center.

Examples of Duties: Duties/essential functions may include, but not be limited to, the following:

• As part of the FBE Center leadership team, assist with the establishment of departmental knowledgebase and training goals, objectives and strategies.
• Supervise a team of cross-trained FBE Counselors in registration/enrollment, student records, student accounts, billing, financial aid, scholarships, and student financial wellness counseling.
• Conduct performance evaluations and provide professional development opportunities for staff.
• Supervise student employees.
• Originate and provide training to FBE Center Staff that includes the development of a positive, proactive communication style, quality customer service, and escalation and counseling skills.
• Collaborate with Home Office Partners, such as University Office of Scholarships and Financial Aid, Bursar’s Office and Office of University Registrar, to stay abreast of any changes to university, state, and federal policies and procedures related to that subject matter, and to ensure accuracy of information.
• Interpret and share University, state, and federal policies and procedures related to our Home Office Partners content areas (financial aid, bursar and registrar) to the FBE Center Staff.
• Ensure that appropriate assessment scenarios, learning outcomes, and role-playing activities are created as part of the approach to the curriculum and instruction of financial aid, bursar and registrar.
• Resolve sensitive matters and discern when to make referrals or forward matters to the appropriate parties.
• Serve as rotating on-site manager for student escalations or highly complex student situations.
• Ensure the security and confidentiality of all student record information and submitted documentation to comply with the Federal Educational Rights and Privacy Act (FERPA).
• Develop and maintain a culture that supports student success and the mission of integrated enrollment services.
• Assist with special projects.
• Perform related duties as assigned.

Minimum Qualifications: Bachelor’s degree and four years' progressively responsible experience in financial aid, registrar, bursar office or related area, including one year of supervisory experience.

Knowledge Of:

• Higher education organizational structure
• Financial aid, registration, and/or student billing
• Customer relation management (CRM) systems
• Student information systems
• Microsoft Office Suite
• Family Educational Rights and Privacy Act (FERPA)

Skill In:

• Development and delivery of engaging presentations
• Written/verbal and interpersonal communication
• Building and motivating productive and enthusiastic teams to fulfill the mission of the organization
• Problem-solving / problem resolution
• Project management

Ability To:

• Demonstrate leadership and direction
• Adapt to new technology, software, and procedures as required
• Plan and direct work activities to manage time effectively and set priorities
• Exercise discretion in distributing and receiving information of a confidential and sensitive nature
• Communicate effectively with the University community
• Multi-task while managing multiple projects and assignments
• Work varied hours to include evenings and weekends during peak periods

Preferred Qualifications: Master’s degree in higher education administration or related field. Experience in a student services center.

Working Schedule: Monday - Friday 8 AM - 5 PM or otherwise discussed with your supervisor.

Additional Information: Kent State University is committed to creating a community that is culturally and intellectually diverse and to attracting and retaining a diverse staff. We strive to create and maintain working and learning environments that respect differences, and are inclusive, welcoming, respectful and kind. Must pass a security check. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.