Coordinator, Student Financial Services Support

Type: Full-time

Job Level: LSS1

Start Date: Winter 2023

Summary:

Relay Graduate School of Education (Relay) is an accredited not-for-profit institution of higher education serving thousands of educators from across the country, from pre-service teachers to system-level leaders. Our mission is to ensure that all students are taught by excellent educators, in order to build a more just world where every student has a clear path to a fulfilling life.

The Student Financial Services (SFS) team is responsible for providing current and prospective students comprehensive and timely financial aid information in order to ensure student enrollment and persistence. The Coordinator, Student Financial Services Support will be responsible for providing direct and best-in-class support to our 4,000+ graduate students by resolving student and campus inquiries. Reporting to the Director, Student Financial Services Support, the coordinator will collaborate with the SFS, Billing, Student Students, and Teacher Prep teams in order to serve as the primary SFS contact for students. This is an excellent opportunity for someone who will enjoy combining their problem-solving, planning, relationship-building, and customer services skills in service of providing transformative support to our students and contribute to the success of Relay's programs.

 

Role’s Contributions (Duties and Responsibilities): 

Student Customer Service and Support (75%)

• Serve as the initial point of contact for SFS student inquiries via Relay’s Customer Relationship Management (CRM) systems (HappyFox, Zoom), delivering confidential and exceptional customer service
• Provide and navigate student support through various communication channels (email, phone, chat, and in-person) on a daily basis
• Serve as the primary liaison for student cases with faculty and national shared services teams ensuring that inquiries are resolved quickly and completely
• Navigate across multiple platforms and systems to gather information and determine how to resolve inquiries and student cases
• Identify sensitive student cases to escalate to the Manager, SFS efficiently and discreetly 
• Coordinate and conduct daily student-facing office hours, delivering timely and effective responses to SFS questions 

Support Resources Content Creator (20%)

• Become a student matter expert in SFS policies and program specifics (e.g. financial aid and billing requirements) in order to aid graduate students and faculty in their Relay student journey
• Maintain and create student and faculty-facing support resources (i.e. write and update Relay Support Center articles, update SFS website) on a regular basis to ensure accessibility and accuracy of information

Other (5%)

• Monitor student case trends for ongoing enhancement of the student experience
• Serve as an internal consultant on student support trends to inform internal policy, processes, and systems as needed
• Support SFS team with special projects, as necessary

 

QUALIFICATIONS

First and foremost, the Coordinator, Student Financial Services Support  must share the Relay community’s commitment to working together to improve student growth and achievement through phenomenal teacher preparation grounded in diversity, equity, inclusion, and anti-racism. This includes providing teacher preparation programs that set novice teachers up to succeed in the classroom from day one; leadership programs that train new and veteran school and district leaders to best serve their school communities; and teacher-facing professional education that provides ongoing learning to educators. Additionally, for this position we’re looking for candidates that possess a combination of the following skills:

Required Qualifications

• Experience working in customer service, education, or nonprofit administration
• Strong customer service orientation and solutions-oriented mindset
• An eagerness to help students and improve the Relay student experience 
• Acute attention to detail and a focus on efficiency and systems-building
• Ability to learn new technologies and adapt to new policies and processes
• Strong interpersonal and team-building skills; ability to navigate, work across, and invest multiple stakeholders
• Excellent verbal and written communication skills
• Commitment to diversity, equity, and inclusion, with an eye to equitable policy implementation and increasing access to graduate-level teacher preparation
• A commitment to Rel