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Performs highly advanced supervisory and managerial work guiding the daily operations and activities in Financial Aid Services. Financial Aid Services is focused on providing support to institutions in their administration of the state’s financial aid programs. The programs administered by Financial Aid Services include, but are not limited to, grant, loan, and work-study programs, such as the TEXAS Grant, the College Access Loan, and 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, procedures, policies, and rules; developing schedules, priorities, and standards for achieving established goals, applying appropriate Family Educational Rights and Privacy Act (FERPA) standards at all times. Provides oversight and leadership for communications, training, and resource development activities to support institutions in their use of state financial aid programs to ensure timely processing and compliance with all related state and federal statutes, rules, and regulations. Identifies, develops, implements, and maintains best practices and process improvements. Plans, assigns, and supervises the work of others. Works under minimal supervision with extensive latitude for the use of initiative and independent judgment. This position reports to the Director, Financial Aid Services.
General Duties and Responsibilities:
• Manages the Financial Aid Services activities to ensure timely processing and compliance with all related state and federal statutes, rules, and regulations.
• Identifies, develops, implements, and maintains feedback systems for the improvement of activities throughout Financial Aid Services and Student Financial Aid Programs.
• Identifies, investigates, and implements industry best practices for ongoing improvement of communications, training, and resource development activities.
• Develops, implements, coordinates, monitors, and evaluates policies and procedures and monitors compliance with policies.
• Develops and executes ongoing reporting activities to inform senior management of operations and activities in Financial Aid Services.
• Assures accuracy in the presentation of ideas and statistics related to communications, training, and resource development activities.
• Identifies, develops, reviews, and implements opportunities for process improvement.
• Identifies critical issues and their implications; recommends resolutions to senior management.
• Leads efforts to develop communications, training, and resources for institutions.
• Leads efforts for ongoing improvement of the agency website content targeted at institutions participating in the state financial aid programs.
• Maintains an understanding of the computer support system and master content to the extent of being able to interpret, use, change, and update master file information.
• Maintains current knowledge of state and federal laws, rules, regulations and procedures affecting student financial aid programs; ensures that Financial Aid Services policies, procedures, and activities are in line with regulatory requirements.
• Motivates staff toward the attainment of objectives; cultivates teamwork.
• Cultivates excellent customer service within the staff.
• Oversees staff productivity, performance, workloads, and schedules.
• Oversees and provides training, cross-training and staff development activities.
• Hires, supervises, and evaluates staff, including temporary employees.
• Maintains effective working relationships with all agency staff and representatives of other agencies and stakeholder organizations
• Responds to inquiries and complaints from student loan borrowers and cosigners, representatives of educational institutions, and other stakeholders with the objective of resolving them in a manner that balances the interests of the state with the needs of borrowers.
• Acts as subject matter expert for Financial Aid Services’ audits.
• Represents Financial Aid Services at meetings, conferences, seminars, or on panels and committees.
• Fulfills necessary responsibilities to maintain effective operations of Financial Aid Services in the absence of the Director.
• 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.
• Seven years of full-time work experience working with progressively increasing responsibility in a financial aid services environment; including demonstrated understanding and application of best practices in financial aid services environments, with at least:
• Three years working in a supervisory role over a team of individuals with diverse responsibilities.
• 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.
• Knowledge of business English, grammar, spelling, punctuation, and writing fundamentals including proofing and editing documents.
• Skill in utilizing technology and industry best practices to meet the service goals in a call center environment.
• Skill in collecting and analyzing complex data and information to draw relevant conclusions.
• 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.
• Ability to 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 objectives.
• 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.
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;
• Frequent sitting;
• 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.
The Texas Higher Education Coordinating Board is an Equal Opportunity Employer. A State of Texas application is required to apply. For more information on how to apply for this position, go to the Coordinating Board’s employment opportunities website at www.thecb.state.tx.us/apps/jobs.cfm. The Texas Higher Education Coordinating Board participates in E-Verify for each new employees’ Form I-9 to confirm work authorization. For questions please call the HR Department at 512-427-6190. For vocal and/or hearing assistance call 7-1-1, (512) 427-6190.
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