Job Description
Job Description
The Manager, Account Management is responsible for the overall processes, training, evaluation and support for student finance/accounts receivable services. The Manager manages day to day operations and handling of all student issues, as well as assessing and measuring the effectiveness of services provided. This position may also assist, design and implement programs that foster student success and customer service as well as contribute to the accomplishment of the operational objectives for the academic partners and organization. Works in a contact center environment that supports students regardless of service modality. Reports directly to the Director, Student Finance. This leader is charged with being a role model for the organization TEACH values and fosters a culture of CARE consistent with organization's mission, vision, and purpose.
Responsibilities
Directs and manages an Account Management team and provides leadership in order to continually improve academic partner services
Provides leadership to promote and maintain integrity, accuracy and timeliness in the delivery of service and advisement to students, ultimately ensuring a positive student experience.
Ensures that the department is appropriately staffed which includes interviewing candidates, making hiring/promotion decisions, and ensuring all colleagues understand their role and responsibility
Evaluates and reviews current customer service practices and processes and advises management on recommendations for improvement.
Provides management with tracking, reporting, and assessment of outcomes.
Leads in the development of Account Management Representatives that have an integral role in the overall customer service initiative
Develops, implements, and monitors schedules that provide effective coverage to ensure quality.
May prepare department staffing and budget plans and maintain adequate staffing while remaining within service level
Counsels escalated student concerns and strives to resolve student financial aid issues in a timely and professional manner
Demonstrates and communicates current, detailed and accurate knowledge of University policies, Title IV, Military/Veteran’s Affairs, international and state regulations to prospective and current students. Communicates the policies and procedures in a manner that displays deep understanding of the rationale and the value of the policy or procedure to the student.
Ensures that staff has the needed tools and resources to assists applicants/students with making informed tuition and investment decisions by providing accurate and helpful Student Finance counsel.
Identify and shares best practices with the department members to ensure that all staff members continuously provide and improve the Adtalem Global Education student experience.
Maintain a thorough understanding of all Student Finance programs, policies and procedures.
May assist with designing and presenting any special reports/projects for accreditation and state approval process
Completes other duties as assigned and complies with all policies and standards.
Job Tags
Permanent employment,