Description The WVU Hub at West Virginia University is currently accepting applications for a WVU Hub Manager.About the OpportunityThis will be a supervisory position that will lead a team of student service coordinators. The position will serve as a mentor; developing a skilled and knowledgeable customer service team. The position will represent the Hub in ad hoc committees and be a contact for community partners. The position will also serve as a contact for West Virginia University students, prospective students, families and alumni. The position will make independent decisions and report to the assistant director.We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:
- 37.5-hour work week
- 13 paid holidays (staff holiday calendar)
- 24 annual leave (vacation) days per year or more based on years of service (employee leave)
- 18 sick days per year (for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
- WVU offers a range of health insurance and other benefits.
- 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.
- Wellness programs
What you'll do:
- Direct supervision of staff that will consist of SSC I level full time or part time employees
- Participates in the management of the WVU Hub by performing duties including but not limited to mentoring newly hired representatives and assisting in the hiring, training and supervision of staff.
- Provides feedback based upon interaction with employees at the time when coaching is most effective.
- Rate employee in semi-yearly and yearly evaluations while recommending areas for improvement and giving insight on strengths or areas of improvement exhibited since last rating. Takes appropriate disciplinary action when necessary.
- Resolves complex problems, develops, and implements crisis intervention strategies.
- Manages conflicts and resolves complaints; documents cause and solutions and works with appropriate staff to develop prevention strategies. Makes expert referrals as needed.
- Participates in the design, development and implementation of the web, phone, and other technology-based self-service tools.
- Participate or lead in cross training in functions of financial aid, student accounts, registrar, admission and student insurance.
- Participate in job-related continuing education seminars, professional development and workshops required to maintain up-to-date knowledge of federal or state regulations and university policies related to position.
- Provide support to WVU Hub Director and Assistant Directors as tasks, special projects, and activities arise to achieve institutional missions and unit objectives as time and workload dictates. Participation may include coordinating and leading assigned project team, innovating new or improved methods of operation, developing policy or procedure drafts.
- Be available for travel and present at WVU events including but not limited to high school financial aid nights, recruitment trips and on campus speaking engagements.
- Assist and serve students via the WVU Hub with matters related to financial aid, loans, scholarships, student employment, billing and accounts, housing and rent, registration, admission and student health insurance, etc. Primary contact mode is via telephone and will also include walk in and email service (Team Dynamix tickets).
- Resolve all questions as well as specific student's issues by providing information and counsel and refer when needed to other staff or departments across campus.
- Responsible for understanding and interpreting WVU policies and procedures and ensuring that corresponding guidance is properly communicated to students, parents, and other constituencies. A thorough knowledge of policy, procedures and systems for Admissions, Registrar, Financial Aid, Billing, Housing and University Apartments, Online, etc. is required.
- Uses professional judgement, ensuring a professional demeanor at all times in an often emotional and high-volume environment.
- Bring to management's attention critical problems requiring immediate attention
- Serve on WVU Hub, EM and other University wide Committees.
- Point of Contact for Home and other University Offices/Departments.
Qualifications - Bachelor's Degree.
- A minimum of four (4) years of experience in the following:
- Higher education.
- Working in a fast-paced, high volume customer service environment.
- Any equivalent combination of related education and/or experience will be considered.
- All qualifications must be met by the time of employment.
Knowledge, Skills, and Abilities
- Demonstrated knowledge and understanding of statutes, regulations and general guidance associated with financial aid administration.
- Demonstrated record of excellent written and oral communication skills, including public speaking experience.
- Demonstrated ability to work collaboratively in a team as well as independently with little supervision.
- Demonstrated ability to operate a personal computer and a thorough knowledge of computerized student information systems - preferably Banner.
- Demonstrated experience in managing, supervising and motivating staff
- Demonstrated commitment to and record of excellence in customer service.
- Demonstrated analytical and problem-solving skills necessary to resolve complex situations.
- Demonstrated ability to coordinate a wide variety of tasks and projects taking place simultaneously and prioritize work functions.
- Flexibility to adapt to constant change
Preferred Qualifications
- Master's Degree
- Experience working in a counseling or advising role in higher education.
- Using complex computer information systems and/or relational databases to analyze data necessary to resolve issues.
- Must possess a valid driver's license or state issued ID and be permitted to travel across states for various recruiting events and attend meetings