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Performs advanced supervisory and managerial work administering daily operations and activities in Financial Aid Services. The programs administered by the Financial Aid Services unit include, but are not limited to, grant, scholarship, exemption, and work-study programs, such as the TEXAS Grant, the Good Neighbor Scholarship, Texas College Work-Study, and over a dozen other state programs. These programs are designed to provide eligible students with grant funding, work opportunities, and other financial resources to encourage and enable those students to attend institutions in Texas, and to provide institutions of higher education with funds to supplement and add flexibility to existing financial aid programs. Work involves establishing goals and objectives; developing guidelines and procedures; and developing schedules, priorities, and standards for achieving established goals. Manages and coordinates the activities of Financial Aid Services to ensure timely processing and compliance with all related state and federal statutes, rules, and regulations, adjusting workflow as necessary to achieve program goals. Develops and executes training resources and activities to support institutions for higher education participating in the student financial aid programs managed by the Coordinating Board. Serves as a subject matter expert, interpreting rules, regulations, and policies, and in the user acceptance testing of software modifications, applying appropriate Family Educational Rights and Privacy Act (FERPA) standards at all times. Plans, assigns, and supervises the work of others. Works under minimal supervision with broad latitude for the use of initiative and independent judgment. This position reports to the Director, Financial Aid Services.
General Duties and Responsibilities:
Identify, develop, and execute training resources and opportunities for institutions.
Assess and select appropriate training vehicles (webcasts, in-person, telephone, etc.) to execute efficient and effective training.
Represent THECB as a trainer at events held by TX professional associations.
Work with Program Managers to assess survey data to identify training needs.
Conduct web maintenance/FarCry for SFAP websites, improving the delivery of information to schools.
Accomplishes customer servicing objectives; approaches duties in a professional manner; makes sound judgments based upon knowledge and understanding of objectives and legal procedural rules, tempered with compassion.
Responds to complaints from the public with the objective of resolving them in a manner that balances the interests of the state with the needs of students/borrowers and without having to refer them to a higher level.
Ensures that incoming calls, correspondence, and other student financial aid activities are handled within an acceptable time frame; adjusting staffing assignments during peak periods to prevent long wait times or processing delays.
Monitors telephone calls and correspondence periodically for quality assurance.
Ensures that calls and correspondence are answered in a courteous and professional manner when dealing with the public, peers, other governmental agencies and agency personnel.
Hires, supervises, and evaluates staff, including temporary employees.
Develops training and procedures manual, programming requests, and staff development activities.
Oversees and manages staff productivity, performance, workloads, and schedules.
Trains employees and staff members including cross-training to ensure continuity.
Motivates staff toward the attainment of objectives; cultivates excellent customer service among the staff.
Promotes good morale and cultivates a team environment.
Monitors and reports statistics on Financial Aid Services functions to ensure financial aid is serviced in a timely manner.
Identifies critical issues and their implications, consults with the Financial Aid Services Director, and implements resolutions.
Handles complex assignments requiring extensive research as requested by supervisors in Student Financial Aid Programs.
Maintains a professional knowledge of the laws, rule and regulations, and procedures effecting student financial aid and applies that knowledge toward the financial aid administered by the Coordinating Board.
Maintains an understanding of the computer support system and master content to the extent of being able to interpret, use, change, and update information.
Represents Financial Aid Services staff in meetings and training sessions as needed.
Applies appropriate Family Educational Rights and Privacy Act (FERPA) standards at all times.
Performs related work as assigned.
Required Minimum Education and Experience:
Bachelor’s degree from an accredited college or university.
Six years of full-time work experience working with student financial assistance programs; including demonstrated experience as a trainer on student financial aid topics, with at least:
Two years of experience that demonstrate the ability to serve in a supervisory role (direct supervisory responsibilities, training activities, performance assessment duties, team lead experience, etc.).
Six additional months of full-time work experience with student financial assistance programs may substitute for 15 semester hours of required education, up to four years.
Master’s degree from an accredited college or university in Business Administration, Higher Education Administration, or related field may substitute for two years of required work experience.
Knowledge, Skills, and Abilities:
Knowledge of state and federal laws, rules, regulations, policies, and procedures affecting student financial assistance, particularly the student financial aid programs administered by the Coordinating Board, and the ability to understand and appropriately interpret and apply that knowledge.
Skill in planning, assigning and reviewing the work of others; supervising staff, assessing performance, and maintaining positive morale in the workplace; and providing training and feedback.
Skill in using Microsoft Suite and similar software to create presentations and informational documents and to accurately complete mathematical computations and analysis.
Ability to take initiative; work independently.
Ability to make decisions using sound judgment, analytical thinking, and sound reasoning.
Ability to recognize when alternative methods or processes are appropriate.
Ability to apply creative solutions when problem solving.
Ability to keep senior management informed of problems or critical issues.
Ability to plan, organize, and effectively manage and complete multiple priorities and projects concurrently.
Ability to meet periodic, milestone, and final deadlines.
Ability to manage resources toward the attainment of objective.
Ability to work effectively under pressure while managing multiple tasks in an environment where interruptions are frequent.
Ability to communicate complex information in a clear, organized, and concise way in both spoken and written form.
Ability to establish and maintain effective working relationships with coworkers, legislators and their staffs, and external agencies and organizations and to work cooperatively and effectively in a team environment.
Ability to interact with customers in a professional and courteous manner at all times and handle conflict appropriately.
Master’s degree from an accredited college or university in Business Administration, Higher Education Administration, or related field.
Two years of full-time work experience in a managerial role at an institutional financial aid office, student loan servicer, or other office that administers state, federal, or privately funded financial aid programs.
Physical Requirements and/or Working Conditions:
Work is performed in a standard office environment and requires.
Regular, reliable, and punctual attendance at work.
Frequent use of personal computer, copiers, printers and telephones.
Frequently works under deadlines, as a team member, and in direct contact with others.
Job offer and continuation of employment with THECB is contingent upon:
Proof of education and experience listed on the application.
Eligibility/authorization to work in the U.S.
Satisfactory results from a pre-employment criminal history background check.
Compliance with the Selective Service Law for males ages 18-25. Please be advised that under Texas law, names and other information concerning applicants or nominees may be subject to disclosure upon request.
THECB does not allow dual employment with other state of Texas agencies or institutions.
Skills assessment may be conducted at time of interview.
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