Team Lead, University College Student Financial Services

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us - and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

This position will be partially based in the following office location:

For hybrid roles, employees must be able to commute to Manchester, NH on a regular basis.

The opportunity

The University College Student Financial Services Team Lead leads a team of Finance Counselors and managing the daily operations to ensure that a high level of service excellence is performed and promoted with the SNHU Core Values. You will accomplish this through identifying employee training needs and implementing new service and technical tools for coaching their staff.

This is a Dual-Placed position. You will report to the Director, University College Student Financial Services. #LI-Hybrid

In this Role:

• You will coach and develop a team of FCs by identifying opportunities and recognizing positive behaviors
• You will provide professional development to your FCs by developing plans for immediate and long-term performance improvement together with your Director.
• You will promote a supportive environment in which employees are encouraged address student issues
• You will be Subject Matter Expert with a wide knowledge base:
  • In-depth financial aid information including eligibility requirements, cost of attendance, disbursements, refunds and financial literacy
  • Student account and billing knowledge
  • SNHU policies concerning registration and deregistration
• You will use your judgment and trouble-shooting methodology.
• You will monitor and review calls with direct reports to ensure quality.
• You will monitor staff assignments and deliver feedback on staff metrics.
• You will conduct team meetings, and regular one on ones with FCs.
• You will be leadership for campus related events (move-in weekend, new student orientations, accepted student days)
• You will manage team specific tasks.
• You will administer team schedule
• You will have full participation in all new hire and ongoing training, during and after, to facilitate learning.
• You will monitor phone queue to ensure we meet Service level agreements and the needs of our students.
• You will handle escalations
• You will use reporting to coach your team.
• You will participate in leadership meetings.
• You will manage yearly team programs.
• You will interview SFS candidates.
• You will have other responsibilities, as assigned

What we're Looking For:

• HSD/GED and 3+ years of experience in the field of financial aid and bursar functions such as reviewing account details, explaining financial aid regulations, and posting payments.
• General knowledge and familiarity with governmental regulations and compliance.
• Coach, manage,and motivate a team of finance counselors to meet performance goals.
• Proficient in Microsoft Excel (data entry and managing spreadsheets)
• Engage and communicate with domestic and international students and their families.
• Positive, professional and student-oriented attitude.
• We ask that you have ongoing access to the National Student Loan Data System, which requires all federal student loans to be in good standing and not in default.

We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.

Compensation

Exceptional benefits (because you're exceptional)

You're the whole package. Your benefits should be, too. As a full-time employee at SNHU, you'll get:

• High-quality, low-deductible medical insurance

• Low to no-cost dental and vision plans

• 5 weeks of paid time off (plus almost a dozen paid holidays)

• Employer-funded retirement

• Free tuition program

• Parental leave

• Mental health and wellbeing resources