Assistant Director Stop

The Baylor University One Stop team is seeking an Assistant Director of One Stop to join the Enrollment Management team. As an Assistant Director, you will have the opportunity to assist in the day-to-day management and operation of the One Stop office in a variety of ways. In this role, you will work with One Stop Representatives to ensure prospective and current students and their families are served with excellence as they contact our office with educational questions related to financial aid, billing, and admissions.

The Assistant Director fills a leadership role within the division of Enrollment Management and will coordinate with other departments to fully execute to mission of Baylor One Stop. As a senior member of the Baylor One Stop team, this role will also work to train and supervise Enrollment One Stop Coordinators. The Assistant Director will ensure accurate information is gathered from external and internal sources to enable the One Stop team to provide accurate and timely information to students and families.

A bachelor's degree and three years of work experience are required. Five years of relevant experience is preferred.

Successful candidates will possess and exhibit the following knowledge, skills and abilities:

• Expert knowledge of financial aid counseling, verification, rules, and regulations, student billing, admissions and/or registrar offices
• Expert Knowledge of an enrollment management area focusing on outreach and/or retention
• Experience managing a small team
• Experience training new staff on complex information and processes
• Demonstrated excellent written and verbal communication skills
• Demonstrated ability to analyze and interpret data and make and be responsible for independent decisions.
• Ability to meet deadlines and maintain a high level of accuracy, professionalism, and a customer service orientation
• Maintained professionalism when communicating with students and families
• Highly motivated, focused, and results-oriented.
• Demonstrated ability to work well in a fast-paced, dynamic, customer-oriented environment.
• Experience with Microsoft products, Banner, Touch Net, Slate, Five9s, OnBase, and Ocelot
• Ability to develop presentations and prepare staff for internal and external presentations

A valid

US Driver License with a clear driving recordof at least two years is required.

Must be able to travel outside of the state of Texas.

• Manage a team of Enrollment One Stop Representatives, Coordinators, and Student Workers
• Train One Stop staff on topics of enrollment, financial aid, billing, and admissions
• Maintain knowledge of changing federal, state, and institutional policies relating to financial aid and student accounts
• Coordinate with Undergraduate and Graduate admissions teams to meet admissions goals
• Develop presentations for internal and external training on topics related to financial aid and student accounts
• Provide direct supervision to two Enrollment One Stop Coordinators including mentoring, training, and coaching
• Assist Director with hiring, coaching/mentoring, engaging and motivating employees, delegating work tasks, and addressing performance issues
• Ensure adequate coverage in daily operations including in-person, phones, email, presentations
• Communicate with staff to ensure they have the tools necessary to perform their jobs
• Communicate with the Director and other Student Financial Services leaders regarding technology, policy, or procedural issues that are impacting customers
• Help recognize common threads in customer experience and engage in conversations regarding improvements
• Serve as an active, positive and engaged member of Baylor One Stop; participate on cross-functional committees as appropriate, develop and manage assigned office procedures, paperwork, training, and data integrity
• Meet with Senior Director to discuss needs for One Stop and Strategy for future opportunities to serve Baylor students
• Review calls, email, chats, in person meetings and presentations to ensure consistent communication and recommend areas for improvement
• Track and analyze inquiry statistics to ensure adequate staffing and enhance customer service experience
• Perform all other duties as assigned to support Baylor’s mission
• Ability to comply with University policies
• Maintain regular and punctual attendance

As part of the Baylor family, eligible employees receive a comprehensive benefits package that includes medical, dental, and vision insurance, generous time off, tuition remission, and outstanding automatic retirement contributions. Baylor has a comprehensive benefits plan that supports you and your family’s wellbeing and allows you to be a part of the life of a vibrant and active college campus. To learn more, go to Baylor Benefits & Advantages.

Baylor University, a private not-for-profit university affiliated with the Baptist General Convention of Texas, is committed to compliance with all…