Assistant Director - Texas One Stop for Enrollment Services

Job Posting Title:

Assistant Director - Texas One Stop for Enrollment Services

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Hiring Department:

Student Enrollment and Support Services

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Exempt from FLSA

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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Job Details:

General Notes

The Assistant Director supervises and develops a team of eight One Stop Coordinators, ensuring consistent, high-quality service to students and campus partners across in-person, phone, and electronic channels. This position resolves escalated and complex cases involving registration, student records, financial aid, and student billing; develops and delivers staff training; and serves as the point of contact for Texas One Stop's campus outreach.

Responsibilities

• Provide direct supervision to eight Texas One Stop Coordinators. Engage in a full range of talent management activities, which includes, but is not limited to: hiring, coaching/mentoring, resolving workplace conflicts, engaging and motivating employees, collaborating with colleagues and others, delegating work tasks, and addressing performance issues. Ensure adequate coverage in daily operations that include in person, phones, email and other processing. Communicate with staff to ensure they have the tools necessary to perform their jobs. Establish work priorities, assignments, and deadlines for staff.

• Serve as a supervisory resource and provide mentoring and leadership to Texas One Stop Coordinators. Work through escalated cases that typically involve challenging behaviors and extremely difficult situations. Model exceptional customer service. Review calls, emails, and daily work of assigned Coordinators for quality assurance.

• Assist and advise customers and staff with complex issues regarding registration, student records, financial aid and student billing. Resolve frequent referrals from the Office of the President and other University administration units. Achieve consistently high levels of customer satisfaction through integrated delivery of services to external customers and internal partners. Solve escalated, complex issues using professional judgment and individual discretion.  

• Develop curriculum and provide instruction and training for on-boarding staff members. Work with Associate Director to develop refresher training plans and schedules to maintain staff knowledge on subject matter pertinent to current semester timelines.

 

Required Qualifications 

Bachelor’s degree plus 3 years of experience, or a Master’s degree plus 1 years of work experience; Minimum of one year of experience training others (students, staff, etc.). Minimum of two years of experience in customer service-related field. Exceptional customer service skills and knowledge of basic service etiquette. Exceptional oral and written communication skills, and exceptional public speaking skills. Demonstrated ability to write clearly, concisely, and correctly. Demonstrated ability to engage and interact effectively with people of all ages and various backgrounds. Demonstrated ability to work as a team member. Demonstrated ability to analyze and interpret data and make and be responsible for independent decisions. Demonstrated ability to work well in a fast-paced, dynamic, customer-oriented environment. Highly motivated, focused, and results-oriented. 

 

Relevant education and experience may be substituted as appropriate. 

 

Preferred Qualifications 

More than the required years of experience. Experience in higher education, specifically areas of enrollment, admissions, financial aid, registrar, and bursar/student accounts. Knowledge of higher education, enrollment services, and student development. Proficiency with multiple languages such as Spanish and American Sign Language. ESL, knowledge of The University of Texas at Austin, including institutional and unit policies, procedures, and processes. Experience and knowledge working with Salesforce, AWS Connect, WaitWell, and University of Texas at Austin legacy systems. 

 

Salary Range 

$65,000+ depending on qualifications

 

Working Conditions 

·         Standard office conditions  

·         Repetitive use of keyboard  

 

Work Shift 

·         Scheduled work hours may vary, including nights and/or weekends. 

 

Required Materials  

·         Resume/CV 

·         3 work references with their contact information; at least one reference should be from a supervisor  

·         Letter of intent  

 

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded.  Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

 

 

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.  You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.  Documents need to be presented no later than the third day of employment.  Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.