Special Operations Coordinator

Position Details

Summary

Operating Title Special Operations Coordinator Long Classification Title Senior Program Support Assistant Campus Location Plymouth Department PSU Student Financial Services Summary of Position

As a core member of the Student Financial Services team, the Special Operations Coordinator will oversee a variety of segmented responsibilities at a higher level. The majority of this position involves direct student interactions and advocacy. This position will organize Additional Resources emergency support funds, facilitate various programs including Federal Work Study Program/Student Employment, Global Education/Study Away, Financial Literacy, provide additional support to Financial Aid and/or Billing for At Risk Student Population, Financial Aid Scholarships, Independent Reviews, Emergency Awards, Collections and handle student financial issues that require elevated attention and support while adhering to all school policies and procedures, in compliance with the Department of Education and all applicable federal, state and institutional regulations. This position reports to the Customer Service Manager.

Acceptable minimum level of education HS or equivalent Acceptable minimum years of experience 5-7 years Additional Job Information Posting Number PS4391FY24 Other minimum qualifications

• High school graduation and seven years of related experience involving duties of increasing responsibility requiring discretion and independent judgment, or Associate's Degree and five years of related experience, or a combination of higher education and related experience equal to seven years.

• Advanced computer skills, including complex word processing, e-mail, spreadsheets, database management, use of search engines, keyboarding skills, and other software applications as required by hiring department/unit.

• Effective written and oral communication skills.

• Supervisory skills.

• Experience in public relations, office supervision, grant-funded programs, marketing, telecommunications or publications as specified by department.

• Organizational skills.

• Ability to establish and maintain effective working relationships with faculty, staff, students and the general public.

Additional Preferred Qualifications

• College graduation.

• Completion of courses in related subjects at the college/university level.

• Supervisory experience.

• Experience gained in the institution to be served, or within the University System.

Salary Information

Salary is complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off.

Quicklink for Posting https://jobs.usnh.edu/postings/59341 Percent Time Information (FTE) 1.00 Grade 12 EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access/Affirmative Action employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.

Institution Information

Posting Details

Posting Date 01/22/2024 Open Until Filled Yes Closing Date Posting Open to Internal Candidates Only? No Interested Internal Candidates Exist? No Job Category Hourly Staff (Non-Exempt) Appointment Type Regular If TERM position provide projected end date Equipment/Instruments Drivers License and Physical Requirements. Please check all items that apply. None applicable

Duties / Responsibilities

Job Duties

Duty/Responsibility

Customer Service

• Provide customer service support on site, by phone and by email as an agent.

• Responsible for communicating and escalating issues to appropriate higher level including Manager, Financial Aid and Billing.

• Oversight over other Customer Service agents as it relates to the execution of tasks assigned by Financial Aid and/or Billing.

• Assists the Financial Aid Specialist with the development of Dynamic Forms, our secure portal for document upload.

• Responsible for ensuring that all Dynamic Forms received in addition to forms received via mail, email, fax, or walk in are accurately processed, scanned, and indexed.

• Responsible for oversight of the general Student Financial Services email in box.

Duty/Responsibility

Student Advocate

• Provide additional support to Financial Aid and/or Billing for At Risk Student Population, Financial Aid Scholarships, Independent Reviews, Emergency Awards, Collections and other processes as assigned; meet with students, gather documents, make recommendations and other support activities at the direction of Financial Aid, Billing and/or Director who determines the student's status and outcomes.

• Guide students facing homelessness, seeking independency overrides, and others with special circumstances through the financial aid application and appeal process.

• Student advocate to work through issues in Financial Aid and Billing to insure student moves through process efficiently and effectively.

Duty/Responsibility

Special Projects

Additional Resources Process

• Organize Additional Resources emergency support; meeting with students, gathering documentation, facilitating student completion of appeal form and make a recommendation based on predefined criteria as to final award. Exception is any large request or unusual special circumstances that will require elevating the final decision to Manager, Financial Aid and/or Finance.

Work Study

• Facilitates Federal Work Study Program/Student Employment; updating web sites, posting positions, working with campus supervisors, updating financial data, etc.

• Assists the Customer Service and Communications Manager by reaching out to supervisors when allotted awards are exhausted.

• Partially oversee the daily tasks of the student workers.

Study Away

• Coordinates Global Education/ Study Away for customer service; review account; submit cost of attendance to financial aid and student billing; conduct student meetings to review process.

Duty/Responsibility

Other Tasks

• Manage the ordering of office supplies for the department.

• Represent the university in problem resolution by communicating with external agencies and counseling, students, families and other departments.

• Assists in Student Financial Services outreach programs including presentations, financial counseling, tabling events, student meetings, insuring student experience meets service level promise and results.

• Ensure compliance to Title IV Federal Financial Guidelines, IRS and USNH policies and procedures

• Assist in processing paperwork, scanning & indexing documents.

• Contribute to and maintain documentation of duties & responsibilities.

• Maintain confidentially in handling confidential materials and communicating sensitive information.

• Performs other related duties as required by the position or as assigned by the Manager

Supplemental Questions