CURRENT OPPORTUNITIES

• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: Full-time
• Salary Range: $85,000-$95,000

Position Summary

Reporting to the Director of - Student Service Center, the Assistant Director is a key member of the Office of the University Registrar, and is responsible for managing the daily operations of the Student Service and ID Center including operational activities, delivery activities, and escalations to ensure the accurate and timely resolution of incidents and in-person service.  Working under the Director, the Assistant Director is responsible for ensuring the accurate interpretation and implementation of policies and procedures of the office.   

The Assistant Director is responsible for ensuring the Financial Analysts provide cross-functional service in the areas of enrollment, academic verification, grades, billing, and student account payments to all University constituents including students, parents, staff, faculty, and community members.

The Assistant Director is provided the highest access levels to the academic record at the University which is vital to problem solve solutions and ensure the accuracy of the student’s record, and will perform all other related duties and special projects as assigned.

Responsibilities

• Supports the Director in providing leadership and training to the Student Service and ID Center Staff, and assists Management in driving the mission of the Student Service Center to constituents, through the implementation of efficient and effective operational and customer service standards to delivery high quality results.
• Hires and trains work-study students, maintains the office work schedule, and performs regular reviews of volume for quality and productivity analysis.
• Works with the Director to develop and/or enhance training and communications related to new and updated processes, as well as updates and changes related to payment plan and e-payment systems, SIS, Vergil/SSOL, Parchment (transcript ordering), and other systems.
• Implements monitoring processes to ensure timely identification of potential issues and resolution, as well as monitoring the online customer feedback form for any compliments, issues or concerns.
• Updates the Student Service Center knowledge base.
• Builds and develops strategic working relationships with vendors, schools, academic advisors, and other University colleagues to define areas where the SSC can be of additional assistance and support for the user community.
• Other related duties as assigned.

Minimum Qualifications

• Bachelor's degree and/or equivalent
• Minimum of four years related experience

Preferred Qualifications

• Supervision experience strongly preferred.
• Proficiency in Microsoft Office (Word, Excel) required, working knowledge of database reporting tools including SQL preferred. Customer relationship management/call center experience preferred.
• Experience responding to high volume customer inquiries/requests and working with customer service software preferred, customer relationship management/call center experience strongly preferred.    
• Higher education experience or experience within a Registrar, Bursar, Financial Advising or Financial Aid Office, or experience in other large, complex organizations preferred.  

Other Requirements

• Excellent interpersonal, oral and written communication skills, including a high level of attention to detail required.
• Strong customer service skills and a demonstrated ability to work in a high-pressured, fast-paced environment required. 
• Must be able to work effectively with minimal supervision, successfully incorporating established protocols to consistently ensure regulatory/policy compliance, operational effectiveness and high-quality customer service experience.
• Strong time management skills required to effectively manage time and priorities for caller issues. In addition, the ability to work closely and effectively with a diverse group of University administrators characterized by relationship building skills is essential.
• The successful candidate must be able to work well with all levels of staff and management, both internally and externally, be flexible in nature, with an open and collaborative style that encourages teamwork and cooperation beyond the immediate team. 

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.