Edtech.com's Summary

The University of Vermont is hiring an Assistant Director of Customer Service. The role involves developing and implementing staff training, managing workload scheduling, preparing financial aid awards, supervising student billing and accounts receivables, and ensuring compliance with federal financial aid regulations while handling escalated customer service issues.

Highlights

Develop and design training, scheduling, and workload plans for staff to deliver exceptional customer service on student finances.
Prepare financial aid awards and monitor accuracy in financial aid packaging activities.
Communicate complex financial aid information effectively to students, families, and staff.
Handle escalated service matters and resolve customer disputes professionally.
Ensure compliance with federal financial aid requirements and assess compliance risks.
Supervise staff activities related to student billing and accounts receivables.
Required Bachelor’s degree in Business Administration or financial services and 3-4 years of related experience including customer service in financial aid or financial services.
Strong verbal and written communication skills, financial aid or accounting background with familiarity with IRS documentation.
Proficiency in desktop and office automation software.
Anticipated salary range: $66,000 to $70,000; position reports to the Senior Associate Director.

Assistant Director of Customer Service Full Description

Assistant Director of Customer Service

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The University of Vermont is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category legally protected by federal or state law.

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Finalists for positions at UVM may be subject to a criminal background check.

For classified staff positions, actual hiring pay dependent on current competitor market conditions, comparable campus peer(s) at time of hire, and candidate’s experience level and length.

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Advertising/Posting Title | Assistant Director of Customer Service
Posting Summary | Develop, design, and implement plans for staff training, scheduling, and workload assignments to ensure the delivery of exceptional customer service to students, parents and the campus community regarding all aspects of student finances. Prepare financial aid awards and monitor SFS staff financial aid packaging activities to maintain accuracy and ensure development of staff financial aid knowledge and skills. Communicate financial aid information to students and families and work with staff to enhance their abilities to communicate complex financial aid information and manage difficult decisions effectively. Handle escalated service matters and resolve customer disputes in a professional manner. Comply with all federal requirements pertaining to financial aid and assist in assessing areas of compliance risk as well as identifying ways to reduce risk. Supervise staff activities related to student billing and accounts receivables. This position reports to the Senior Associate Director.

Minimum Qualifications (or equivalent combination of education and experience) | Bachelor’s degree in Business Administration or financial services field and three to four years related experience to include customer service experience in financial aid or in the financial services industry required. Demonstrated commitment to exceptional customer service required. Able to exercise professional judgment and commit to professional growth and development; Highly effective verbal and written communication skills including the ability to effectively communicate through difficult and emotional interactions with students and parents regarding personal financial challenges; Ability to function in fast-paced environment with strong time management and organizational capabilities; Financial aid and/or accounting background including familiarity with IRS documentation and procedures are required. Strong desktop and office automation skills required.

Desirable Qualifications | Previous employment in a higher education setting and experience with student information systems highly desirable.
Anticipated Pay Range | $66,000 - $70,000
Other Information |
Special Conditions | A probationary period may be required, External candidates must complete a 4-month probationary period, Occasional evening and/or weekends required (if non-exempt position, may result in overtime), Background Check required for this position
FLSA | Exempt
Union Position | No

Position will be posted for a minimum of one week, after which it is subject to removal without notice.

Job Location | Burlington, Vermont, United States
Job Open Date | 08/05/2025
Job Close Date (Jobs close at 11:59 PM EST.) |
Open Until Filled | Yes

Our Common Ground Statement
The University of Vermont is a welcoming, educationally purposeful community committed to creating an inclusive environment that embraces intellectual diversity and global perspectives. We seek to prepare students to be accountable leaders who will bring to their work a grasp of complexity, effective problem-solving and communication skills, and an enduring commitment to learning and ethical conduct. Members of the University of Vermont community embrace and advance the values of Our Common Ground: Respect, Integrity, Innovation, Openness, Justice, and Responsibility. Staff play a critical role in this effort and the successful candidate will demonstrate a strong commitment to UVM’s mission and advancing Our Common Ground values through the execution of their job duties.

Supplemental Questions

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Documents Needed to Apply

Required Documents

Resume
Cover Letter/Letter of Application

Optional Documents

Original Job Description