Pittsburgh, Pennsylvania
Portland, Oregon
Portland, Oregon
Pullman, Washington
Pullman, Washington
San Bernardino, California
Gainesville, Florida
Fort Harrison, Montana
Posted: 10-Apr-25
Location: Pittsburgh, Pennsylvania
Salary: Commensurate with experience
Employment Type:
Organization Type:
Required Education:
Internal Number: 101046
POSITION SUMMARY:
Under the primary direction of the Executive Director for Student Services, the Assistant Director will help coordinate the achievement of the Student Services Office providing a progressive and streamlined student experience to support successful enrollment, retention and completion of degrees. This position assists in providing information, essential services and seeks the removal of potential barriers impacting the enrollment and retention of students. This position and assigned employees, serve to encourage continued progress increasing satisfaction, retention, completion and student success rates and improved revenue position of the University. Tasks include, but are not limited to, assisting incoming and current students and families with next steps to successfully transition as a new student to the University, assisting with higher level financial aid processes, engaging in proactive conversations to remove/prevent holds being placed on students’ accounts and working with students identified as a potential at-risk of withdrawing, and leading university partners to develop and maintain efficient and effective transition strategies to streamline the processes. The staff of the Student Services Office will work to be an initial point of contact for all students with an end goal of developing a one-stop shop to serve all students concerns and needs in collaboration with departments around campus.
DUTIES AND RESPONSIBILITIES:
Oversee day-to-day operations of the Student Services Office to provide high-quality, front-line experience for incoming and current students and families that is representative of a quality DU education by providing a welcoming, supportive and encouraging atmosphere. Responsibilities include calling/meeting/emailing students to discuss potential next steps in the enrollment process, proactively resolving holds that would prevent registration, reviewing student eligibility and aid awards, assisting students potentially at-risk of withdrawing and trouble shoot issues that impact a student’s experience across the university both at the undergraduate and graduate levels designed to enhance retention efforts.
Monitoring and responding to emails or messages sent to personal and office accounts (servestudents@duq.edu), live chat, phone calls, Starfish and other applications designed to better serve Duquesne students.
Serve as primary point of contact with the Financial Aid and Admissions offices. In addition, establish positive working relationships with offices throughout the university to better serve and where appropriate refer students in a seamless manner. Offices include student accounts, student life, multicultural services, religious programs, health services, commuter affairs and residence life.
Provide and maintain weekly summary reports of interactions, accomplishments, challenges achieved by the Student Services Office as a collective group.
Direct the implementation and on-going maintenance of a university transitions group with the goal of assisting incoming students and their families/support network with next steps to successfully transition as a new student to the University. This also includes overseeing the implementation of the yearly FAST Lab in conjunction with overall FAST and working with various departments on campus to ensure appropriate customer service is met at all levels across the University.
In collaboration with the Executive Director, assist in the development and implementation of policies and procedures of services such as admissions, financial aid, registration, residence life, student activities, health services and judicial affairs to better serve the university’s undergraduate and graduate students in support of the University mission. This will include providing written documentation of university processes to be leveraged for possible future policy changes.
Participate in student-centered events across campus, such as FAST and orientation, and on-campus enrollment events, such as DUQ Days, Admitted Student Days, group information sessions, and enrollment virtual events.
Perform responsible public relations duties through contacts and associations with visitors, university officials and the general public.
Support operational and processing effectiveness for the entire enrollment division (UG admissions, Graduate Recruitment and Admissions, Financial Aid, Enrollment Marketing and Communications, Military and Veterans, and Guest Services) and when necessary, perform back-up responsibilities for the various EMG offices to ensure continued service to prospective and current students and their families.
Supervise and onboard any future student workers, such as work study, part-time and/or graduate assistantships. Assist with the supervision and on-going training of enrollment counselors and serving as the day-to-day, primary office point person when the Executive Director is absent.
Performs other related duties as assigned to support the functions of a dynamic, team-oriented environment.
SUPERVISORY RESPONSIBILITIES:
Supervises student employees only. Guides work of others who perform the same work. May organize, set priorities, schedule and review work, but has no responsibility to hire, terminate, reviewing performance or make pay decisions, e.g., Lead position.
REQUIREMENTS:
Minimum qualifications:
Bachelor’s degree from an accredited institution.
Minimum 3-5 years of experience in higher education admissions, financial aid and/or enrollment management environment
Prior experience with budget management responsibility and/or handling of cash, credit card, or payment information.
Preferred qualifications:
Master’s degree from an accredited institution.
Alternately, the successful candidate may possess any equivalent combination of experience and training, which provides the knowledge, skills and abilities required to perform the essential job functions. This includes, but is not limited to, the following:
Highly developed interpersonal, analytic, problem-solving, organizational and communication skills, including the ability to listen thoughtfully and respectfully to a diverse population of constituents and stakeholders
Strong communication skills, both oral and written providing the ability to effectively communicate with multiple internal and external constituents
Understanding of financial aid processes, procedures and policies
Attention to detail and accuracy while multi-tasking
Ability to exceed recruitment goals, facilitate staff development opportunities, exhibit teamwork, model analytical & critical thinking, engage in creative problem solving and demonstrate high levels of time management and organizational skills.
Strong organization skills
Knowledge and understanding of federal, states and agency-accrediting rules and regulations as they pertain to higher education admission
Functional knowledge of CRM, FAMS system (Slate/Banner/Ellucian preferred) and Starfish (student success platform)
A broad understanding of higher education processes and procedures, including shared governance, strategic planning, resource allocation and budget management
Ensures compliance with Federal and State laws pertaining to financial aid, affirmative action and FERPA
Proficiency with PC, Microsoft Office tools, email and the Internet with the ability to learn a variety of new technology systems; knowledge of COD, NSLDS, EDconnect, and CPS; familiarity with Starfish, Slate and Banner preferred
Ability to work with diverse populations and sensitivity to the need of each individual to be treated with dignity and respect as it relates to diversity in general and the Mission of the University specifically
Ability to prepare and maintain confidential data independently in accordance with established policies and procedures and exercise consistent discretion
Considerable knowledge of the laws, regulations and policies governing the operations of the University
Ability to create and maintain complex records and files
Willingness and ability to work additional hours and weekends during peak enrollment periods
Ability to exceed recruitment goals, facilitate staff development opportunities, exhibit teamwork, model analytical & critical thinking, engage in creative problem solving and demonstrate high levels of time management and organizational skills
NCAA requirements and competency is duly noted and required; as appropriate based on position responsibilities, upholds NCAA rules and regulations
Commitment to the University’s values of diversity, equity and inclusion, and recognition of the importance of treating each individual with dignity and respect consistent with the University’s Mission. Demonstrated experience with, and understanding of, the broad diversity of the University community (students, faculty, staff and others)
Ability to establish and maintain effective working relationships with the University Community
Ability and willingness to contribute actively to the mission of the University and to respect the Spiritan Catholic identity of Duquesne University. The mission is implemented through a commitment to academic excellence, a spirit of service, moral and spiritual values, sensitivity to world concerns, and an ecumenical campus community.