What are the responsibilities and job description for the Associate Director of Student Financial Services - Accounts and Customer Service position at Fresno Pacific University?
Position Summary
The Associate Director of Student Financial Services plays a pivotal role in enhancing the student experience by overseeing customer service for financial aid and student accounts. Reporting directly to the Director of Student Financial Services (SFS) within Enrollment Management, this position is dedicated to supporting incoming students through effective enrollment strategies and promoting retention by managing financial support throughout their academic journey.
Key responsibilities include supervising the student accounts and frontline customer service teams, ensuring timely and accurate billing and collection of tuition and fees, and overseeing annual federal tax reporting and credit disbursements. This role is essential in fostering a positive environment for students and staff alike, making a significant impact on student success and satisfaction.
Essential Functions
Culture:
- Be in agreement with the university's Confession of Faith, found here, have a personal commitment to Jesus Christ as Savior and Lord, be active in the life of the church, and live a life consistent with a commitment to the Lordship of Christ.
- Embrace the mission, vision, and values of Fresno Pacific University.
- Be Christ-centered in all interactions with staff, faculty, students, and any person or organization while representing the University.
- All FPU employees are called to exercise the gifts and calling of God through their daily life and role here at FPU. As ministers to students and other employees in daily life, FPU employees seek to embody the ideals laid out in the FPU Idea.
- A steadfast commitment to the "The Fresno Pacific University Idea" and agreement to support its ideals and practices while employed by the University.
Duties:
- Supervise the Student Financial Services professional staff and student workers in the Student Accounts and Customer Service areas.
- Collaborate with other service departments, such as Admissions, the University Registrar, and Athletics, to enhance student relations.
- Respond to complex questions from students, faculty, and staff in a timely manner, working to resolve issues directly or referring them to the appropriate personnel to ensure the highest level of customer service.
- Attend annual SFS and Financial Aid/Student Accounts/Collections training sessions to support ongoing professional development.
- Maintain a working knowledge of university policies related to Student Financial Services.
- Read, understand, and apply complex federal and state laws and regulations governing financial aid, student accounts, tax reporting, and collections.
- Stay familiar with the different types of financial aid available, application deadlines, federal regulations, tuition and fees, miscellaneous charges, payment policies, billing procedures, financial aid delivery for various programs, the refund process, and account audits.
- Contribute to the improvement and creation of department policies and procedures.
- Provide regular training related to Student Accounts and Financial Aid.
- Participate in meetings and committees as necessary concerning financial aid and student accounts.
- Ensure compliance with IRS student tax reporting requirements.
- Complete tasks in a timely manner, ensuring that work is comprehensive, complete, and accurate.
- Communicate clearly, listen attentively, and seek to understand others.
- Collaborate effectively with colleagues of varying skill sets.
- Perform other job duties as assigned.
Qualifications
Required:
- Commitment to the Christian mission of the University.
- Strong communication and interpersonal skills, with a focus on customer service and conflict resolution.
- Ability to interact with others in a warm and professional manner.
- Excellent computer skills in a Microsoft Windows environment, including proficiency in Word and Excel.
- Demonstrated organizational skills, attention to detail, and the ability to manage multiple projects simultaneously.
- Team player who can work independently with minimal supervision.
- Proficient in multitasking.
- Proven leadership experience with the ability to think strategically.
- Willingness to work a flexible, non-traditional schedule, including some nights and weekends.
- Openness to attending regional and national training sessions.
- Ability to quickly learn new technologies.
- Bachelor’s degree or equivalent experience.
- Valid California driver’s license and ability to travel to various locations around the Valley.
Preferred:
- 3-5 years of experience in Financial Aid and/or Student Accounts.
- Familiarity with Ellucian Colleague software.
- Educational or work experience in a Christian college or university setting.
- Knowledge of basic accounting principles.
- Experience working with traditional, adult, and graduate student populations.
Environmental Conditions:
- Indoors in a normal office environment with little exposure to excessive noise, dust, fumes, vibrations, and temperature changes at least eighty percent (80%) of the time.
- Frequent computer use at a workstation, up to eight hours per day.
- Frequently work at a fast pace with unscheduled interruptions.
- Drive personal or University vehicles to appointments.
- Public contact position requiring professional apparel, personal hygiene, and grooming.
Physical Demands:
- This position typically functions indoors in an office environment with light to moderate noise associated with business office equipment. The position may involve travel for meetings and events.
- While performing the duties of this job, the employee is regularly required to: remain in a stationary position 80 % of the time, be able to move about inside the office to access file cabinets/office machinery etc., operate a computer and keyboard and other office productivity machinery such as calculators/copy machines/printers. The employee is occasionally required to position self to reach items on the floor and in high cabinetry.
- The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 40 pounds. Employee must be able to communicate with others to exchange information including both over the telephone and in-person communication with callers and community members and be able to read a computer screen and paper documents.
- Reasonable accommodations for those with disabilities will be provided in accordance with law.
University Information
$68,640 to $82,000 is
the annual salary for this role and reflects what Fresno Pacific University
reasonably expects to pay for this position. Actual compensation may vary based on the qualifications, experience,
and internal equity. In addition to
compensation, FPU offers a competitive benefits package.
Reserving its rights as a religious institution, Fresno Pacific University is an equal employment opportunity employer and does not discriminate on the basis of race, color, national origin, ethnicity, sex, age or disability, or other classes protected by applicable law. Committed to excellence and actively supportive of cultural diversity, FPU invites individuals who contribute to such diversity to apply. If you need assistance or an accommodation due to a disability, you should contact FPU’s Human Resources Department at hr@fresno.edu. As a religious institution, the University will administer the equal opportunity employment policy consistent with the Fresno Pacific University statement of faith, the FPU Idea and the University’s governance by the Pacific District Conference of Mennonite Brethren Churches.
- This information, including salary, is accurate as of November 5, 2024.
Salary : $68,640 - $82,000
