Associate Director - Advisor Team

Associate Director - Advisor Team

One-Stop Student Services Center

JOB SUMMARY:

Leads the One-Stop forward-facing customer service efforts and manages the 10-member Advisor team in their goal of advocating for our students in the “business of being a student” by providing holistic counseling on financial aid and billing/payments, student account services and registration functions. Responsible for the leadership, management, supervision, and training of the One-Stop Advisor team and operations while ensuring exceptional customer service to a diverse community of students and their families. Actively engage with One-Stop teams for continuous improvement of the student experience related to financial aid, billing, registration support services, and records. Fosters professional relationships and works collaboratively with colleagues and departments on campus. Remains current on federal, state and institutional policies regarding financial aid and billing, student accounts, and registration functions. Perform under pressure in a fast-paced, high performance, and collaborative environment. This position will be required to seek efficiencies in operations and technology, self-service tools and communications. Member of One-Stop leadership team.

Title Position Reports To: Director of the One-Stop Student Services Center & Student Account Services

SALARY INFORMATION:

In compliance with New York’s Pay Transparency Act, the annual base salary range for this position is $70,000 - $75,000. Adelphi University considers factors such as departmental budgets, scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and organizational considerations when extending an offer. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting. An annual base salary higher than the range may be warranted in circumstances where a candidate has demonstrable equivalent prior higher education experience at another University.

Adelphi University provides a comprehensive benefit package for faculty and staff employees. For a list of benefits provided to employees, please click here.

RESPONSIBILITIES & DUTIES:

1. Manage, organize, direct, and guide the day-to-day operations of the Advisor unit, while ensuring excellence in customer service through courteous, informed, accessible and professional judgment and engagement. The Advisor team consists of 10 full-time advisors and 6 student employees.

2. Hire, supervise and train Advisors. Develop, organize and maintain ongoing (and evergreen) training materials and opportunities for the Advisor team to enhance their knowledge of federal, state and institutional policies and procedures university enterprise systems.

3. Manage and monitor all student contact platforms (phone, walk-in, email). Prepare, assess and generate reports and review data to manage advisor schedules in peak periods.

4. Support and serve as a resource for the Advisor unit in the resolution of complex and student complaint matters. Coordinate with One-Stop team leads for subject matter expertise.

5. Independently assist/resolve complex student accounts and student escalation matters from the President, Executive Leadership, Advisors, and other departments across campus.

6. Continually engage and stay current on federal, state and institutional policies and procedures, and regulations.

7. Protect and enforce the confidentiality of student educational records under the Family Educational Rights and Privacy Act (FERPA).

8. Assist with creating, conducting, and presenting One-Stop annual and evergreen presentations.

9. Maintain, coordinate, and track internal and external events and schedules including local high school Financial Aid nights and other AU community events.

10. Work with key University stakeholders (Office of Advisement and Student Retention, Residential Life and Auxiliary Services and Information Technology) to ensure a seamless, high-level customer service experience for students and their families.

11. Assist in the development, maintenance and updating of One-Stop communications and publications, website, student portal, and individual student response efforts. .

12. Perform other job-related duties as assigned.

REQUIREMENTS:

1. Ability to make independent decisions based on training.

2. Ability to prioritize workload according to volume, urgency, etc.

3. Ability to be organized and pay attention to detail.

4. Positive attitude and friendly demeanor.

5. Ability to work cooperatively with others.

6. Ability to work effectively in stressful situations.

7. Excellent interpersonal and communication skills.

8. Ability to present to large groups.

9. Ability to work with high volume in person and telephone contact.

10. Knowledge of Microsoft Word, Excel and the Internet.

PHYSICAL REQUIREMENTS:

N/A.

EDUCATIONAL/EXPERIENCE/REQUIREMENTS:

1. Bachelor’s Degree and/or 3 - 4 years current One-Stop (financial aid, registrars or student account services) experience in a fast-paced customer-service oriented higher education environment.

2. If no higher education experience, 5-7 years independently leading high volume customer service centers (phone, email and in-person).

3. Required to attend events as needed (Evenings & Weekends)

4. Working extra hours may be required.

5. Bilingual: English/Spanish is preferred.

POSITION(S) SUPERVISED:

1. One-Stop Student Services Center Advisors

2. Student Employees

ABOUT ADELPHI:

Adelphi University, New York, is a highly awarded, nationally ranked, powerfully connected doctoral research university dedicated to transforming students’ lives through small classes with world-class faculty, hands-on learning and innovative ways to support academic and career success. Adelphi is one of just four companies and the only university on Long Island to be named among America’s Best Employers by State for 2023 by Forbes. Adelphi offers exceptional liberal arts and sciences programs and professional training, with particular strength in our Core Four—Arts and Humanities, STEM and Social Sciences, the Business and Education Professions, and Health and Wellness. Recognized as a Best College by U.S. News & World Report, Adelphi is Long Island’s oldest private coeducational university, serving more than 7,400 students at its beautiful main campus in Garden City, at learning hubs in Brooklyn, the Hudson Valley and Suffolk County, and online. The University offers students 70 undergraduate programs, 93 master’s degree and doctoral programs, and 64 certificate programs in the liberal arts, the sciences and professional training. With powerful partnerships throughout the New York area, more than 119,000 graduates across the country, a growing enrollment of students from 44 states and 76 countries, and rising rankings from top publications and organizations, Adelphi is a dynamic community that plays a leadership role on Long Island and in the region.