Director of Tuition Planning and Student Engagement

Position Details

Position Information

Position Type Professional Staff

Faculty Track Position Title Director of Tuition Planning and Student Engagement Employment Status Full Time Months 12 Campus Biddeford, ME Description

As part of the Student Financial Services (SFS) team and under the direction of the Assistant Vice President of Student Financial Services, the Director of Tuition Planning and Student Engagement (DTPSE) develops, manages, and ensures outreach and engagement services are designed and maintained to support student success navigating through the billing and financial aid process. Through a proactive and strategic approach, the DTPSE will help build strong recruitment and retention services within SFS in collaboration with other departments achieving institutional enrollment goals. This position will work to identify departmental performance gaps and recommend effective enhancement solutions to increase department's operations and outcomes as well as assist with developing University responses to emerging enrollment trends. The DTPSE will develop operational and competitor KPI (key performance indicators) data analytics to inform better decision-making.

Student Financial Services (SFS) is a centralized office providing financial aid and student account services to all students enrolled at the University. The SFS team works as a strategic partner to support the University's mission, values and goals. Student Financial Services helps students to navigate the process understanding that financing a college education is a partnership between a student, their family, and the University. The division's goal is to help students maximize the resources available to them and is committed to assisting students and their families in finding the financial means to achieve their educational goals.

Responsibilities

Develop and execute effective activities within Student Financial Services designed to achieve enrollment levels. Establish effective engagement communication flows promoting “return on investment” strategies designed to differentiate UNE in marketplace.

Provide leadership, management and oversight to customer service unit/staff at key contact-points (electronic, phones and in-person). Direct staff to achieve high service levels that will differentiate UNE in competitive marketplace.

Oversee and work to develop strong data gathering capacities and analysis to better inform decisions from service and enrollment management perspectives.

Identify, develop and analyze student service metrics and tracking systems while presenting research findings and recommendations to Assistant Vice President of SFS.

Lead and complete all required data reports for Department of Education, news organizations and industry organizations as needed.

Form supportive relationships with other service unit leaders, peers and direct reports to assist in development of communication initiatives.

Work closely with Admissions team to ensure SFS communications support University marketing/image and enrollment objectives.

Build and continuously improve strategic outreach approaches that result in stronger student engagement with office.

Establish effective engagement communication flows promoting “return on investment” strategies designed to differentiate UNE in marketplace.

Create and deliver important communications concerning on-time graduation and degree completion.

Oversee financial aid appeal outreach, processing and decisions.

Understand and keep current on emerging industry trends. Develop comprehensive data analysis reports to inform and support better decision- making.

Primary responsibility for SFS website content as well as look, feel and functionality.

Performs other duties as assigned or apparent.

SUPERVISION EXERCISED

Direct supervision of Associate Director of Technology and Systems, Assistant Director of Tuition Planning, Assistant Director of Veterans Services, and Customer Service Team (3-full-time positions and student employees).

Qualifications

Bachelor's degree required or Master's degree preferred and five to seven years of successful work experience in financial aid or enrollment management office or a combination of education and experience from which comparable knowledge and skills are acquired.

Proven experience managing and directing customer service functions to high success.

Proven experience in the creation and development communications plans and ability to perform data research and analysis.

Several years of management and leadership experience.

Demonstrate strong customer service skills along with an ability to manage objections.

Knowledge of enrollment management principals and financial of need analysis and federal/state financial aid programs; ability to read, comprehend and follow all policies, regulations and laws as they relate to financial aid.

Proven self-starter who is highly motivated, a creative solutions provider and results-driven with a strong desire to succeed.

Must possess a sense of urgency and be able to multi-task in a fast-paced environment.

Excellent written and verbal communications skills in order to successfully counsel students and respond to student concerns.

Experience with public writing and design.

Outgoing, confident personality with a professional demeanor and strong communication and problem-solving skills.

Ability to meet goals with little supervision and guidance.

Strong organizational and time-management skills with consistent follow- up.

Ability to travel between campuses as needed.

Knowledge of SCT Banner and Cognos a plus.

EEO Statement Summary

Consistent with federal and state law and University policy, the University of New England is committed to the fundamental concept of equal opportunity for all of the members of the University community. The University prohibits and will not tolerate discrimination in employment, the provision of academic services or in any other area of University life based on race, color, sex, physical or mental disability, religion, age, ancestry, national origin, sexual orientation, gender identity and/or expression, ethnicity, genetic information, HIV status, or status as a veteran. Prohibited bias factors will not be permitted to have an adverse influence upon decisions regarding students, employees, applicants for admission, applicants for employment, contractors, volunteers or participants in and/or users of institutional programs, services, and activities.

COVID Vaccination Statement (PLEASE NOTE)

In order to protect the health and safety of the UNE community, UNE requires all students enrolled in classes on our campuses and all on-campus employees to be fully vaccinated for COVID-19 prior to the start of employment. The University allows for religious and medical exemptions to the policy. If you believe you are eligible for a medical or religious exemption to the vaccine policy you may seek the exemption through Human Resources after receiving this conditional offer of employment. Please note that no person to whom the policy applies will be finally employed or permitted to work if they are not fully vaccinated unless they request an exemption and are granted one.

Posting Detail Information

Posting Number 20161601P

Open Date Close Date Open Until Filled Yes

Supplemental Questions

Required fields are indicated with an asterisk ().

Documents Needed to Apply

Required Documents

Cover Letter

Resume

Optional Documents

Letter of Recommendation