Student Financial Services Director, Customer Service

The Office of Student Financial Services seeks a Director of Customer service to lead a team of employees who respond to student, parent, and other inquiries via different media channels including email, phone, text, chat, and in-person visits.

The Director is a critical member working collaboratively and collegially with the other team members to address both strategic and operational issues. In brief, the Director and the customer service center staff must have broad knowledge and understanding and have primary responsibility for responding to customer inquiries. The Director must communicate needs and anticipate impacts for the center and leadership team to ensure service operations run efficiently and effectively.

The Director is responsible for detailed operational planning, particularly during peak volume times of the year. Responsibility for maintaining, analyzing, and presenting data on operational volumes and their meaning is of utmost importance, as it informs staffing levels and planning for the entire office. Skillful problem-solving and tactical decision-making in a fluid environment is required.

• Plan, direct, and supervise customer services for the center.
• Establish and communicate service expectations to ensure that they are understood by all employees.
• Measure and report with appropriate urgency on attainment of service goals, adjusting service operations in real time as necessary.
• Ensure class-leading performance in customer care, quality management, workforce planning, recruiting, coaching, and training.
• Support and lead efforts to cultivate and sustain Inclusive Excellence-a healthy, collaborative, diverse, inclusive, equitable, and high-performing culture for colleagues and students.
• Maintain and manage metrics, ensure customer satisfaction, and report statistical performance levels to different levels
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
• Coordinate analytic, strategic and technical resources to meet both external customer expectations and internal stakeholder requirements.
• Create innovative solutions to problems both chronic and emergent.
• Demonstrate strong mentoring and relationship building skills with an ability to effectively manage group and interpersonal conflict situations.
• In addition to the above job responsibilities, other duties may be assigned.

Student Financial Services values diversity, equity, inclusivity, and respect. We strive to create a culture where every team member feels included and valued, and where different backgrounds, perspectives, and ideas are celebrated. Student Financial Services is committed to the belief that diversity in all its forms is not merely a desirable complement to excellence; it is an essential component of it. The diversity of our team itself, and our team’s commitment to the importance of diversity, equity, and inclusion, strengthens our ability to effectively serve staff, faculty, students, suppliers, and the University community

Minimum Requirements

Education: Bachelor's degree required.

Experience: Seven years of contact center management experience required. Experience with using Salesforce, texting platforms and live chat preferred. Higher education experience preferred.

The Director of Customer Service will report to the Associate Vice Provost for Enrollment and Student Financial Services.

For additional information about the position, please contact Steve Kimata, Associate Vice Provost for Enrollment and Student Financial Services, sak@virginia.edu

Physical Demands

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

This position is Hybrid located in Charlottesville, VA.

The anticipated start date is December 2022.

Anticipated Hiring Range: $75,000 - $95,000. commensurate with education and experience.

This is an Exempt level, benefited position. For more information on the benefits at UVA, visit www.hr.virginia.edu/benefits.

This position will remain open until filled. This position will not sponsor applicants for work visas.

The University will perform background checks on all new hires prior to employment.

To Apply:
Process for Internal UVA Applicants : Please apply through your Workday Home page, search “Find Jobs”, and search for “ R0041189 “

Process for External Applicants: Please visit UVA job board at https://uva.wd1.myworkdayjobs.com/UVAJobs and search for “R0041189”.

Complete an application online with the following documents:

• CV
  
• Cover letter - please incorporate a DEI statement into your cover letter.
  

Upload all materials into the resume submission field, multiple documents can be submitted into this one field. Alternatively, merge all documents into one PDF for submission. Applications that do not contain all required documents will not receive full consideration.

References will be completed via UVA’s standardized process Skill Survey. A total of five references will be requested via SkillSurvey during the final phase of the interview process.

For questions about the application process, please contact Jon Freeman, Academic Recruiter, at jf2sw@virginia.edu

For more information about UVA and the Charlottesville community please see http://www.virginia.edu/life/charlottesville and https://embarkcva.com/.

COVID Vaccination Requirement and Guidelines

Please visitthe UVA COVID-19 Job Requirements and Guidelines webpageprior to applying for current information regarding vaccination requirementsandguidelines for employment at UVA.

The University of Virginia, i ncluding the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.