Supervisor, Student Services

Edtech.com's Summary

George Washington University is hiring a Supervisor, Student Services to lead a team of student services professionals who assist students and families with financial aid, billing, and registration processes. The role involves supervising staff, managing escalated issues, collaborating with related departments, and monitoring team performance through feedback and service metrics.

Highlights

Supervise cross-trained Student Services Specialists handling financial aid, registration, and account issues.
Manage escalations of complex student and parent inquiries and provide direct assistance when needed.
Collaborate with Student Financial Assistance, Student Accounts, and Registrar offices to resolve issues.
Ensure delivery of high-quality customer service and timely follow-up on complaints or requests.
Assist in hiring, onboarding, and developing goals and training plans for team members.
Required qualifications include a high school diploma/GED plus 4 years of experience or a Bachelor’s degree in a relevant field.
Preferred qualifications include supervisory experience, strong leadership, communication, conflict resolution skills, and proficiency with Microsoft Office and student information systems.
Compensation range: $53,912.51 - $78,108.53 annually.
Position reports to the Associate Director, Student Services within Enrollment Management at George Washington University.
Requires successful completion of background screening and ability to work varied shifts during peak periods.

Supervisor, Student Services Full Description

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Please see Special Instructions for more details.

Employer will not sponsor for employment Visa status

What is your management/leadership philosophy? Apart from your resume and cover letter, upload a separate document explaining in detail - with examples - of how you’ve demonstrated this in your professional career. Applications without this will not be considered.

Posting Details

I. JOB OVERVIEW

Job Description Summary:	The Office of Enrollment and Student Success (ESS) is a mission-driven organization providing a cohesive experience throughout all phases of the student lifecycle, from the admissions and enrollment process through graduation and beyond, by supporting a connected, comprehensive and student-centered approach to the student experience. ESS includes the offices of undergraduate admissions, graduate enrollment, career services, student financial assistance, student success, and student services, systems and analytics. ESS is committed to a student-first mentality, utilizing a data-driven approach to continuous assessment and improvement across the organization. Student Financial and Registration Services (SFRS) is an integrated student services organization designed to assist students, parents, and the GW community in person and via email and phone with navigating administrative processes related to financial aid, billing, and registration. Our team members are cross-trained in these three areas to ensure a seamless service experience and resolve inquiries at the first point of contact whenever possible. Reporting to the Associate Director, Student Services, GW’s one-stop student services team, the Supervisor, Student Services will supervise a team of student services professionals assisting students and families with navigating GW’s administrative processes related to financial aid, billing, and registration. This role is responsible for helping staff to resolve issues at the first point of contact when possible; taking escalations of complex issues; and collaborating with staff members in Student Financial Assistance, Student Accounts and Registrar to resolve issues. The Supervisor will manage team performance through providing consistent feedback and reporting on key service metrics. Specific responsibilities for this position include the following: Supervise Student Services Specialists who are cross-trained to assist customers seeking guidance with financial aid, registration, and account issues. Receive escalations of complex issues from direct reports. Handle student and parent inquiries directly when direct reports are unavailable. Identify and escalate critical service issues to leadership. Promptly and courteously respond to and follow up on student and parent complaints or requests. Ensure delivery of high quality and accurate customer service. Assists in hiring and is responsible for onboarding new team members. Provide guidance to direct reports in their activities. Develop goals and objectives for each report and manage on a regular basis throughout the year. Identify individual and team training needs. The position is based at GW’s Foggy Bottom Campus in Washington, DC. Performs other duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
Minimum Qualifications:	Qualified candidates will hold a high school diploma/GED plus 4 years of relevant professional experience, or, a Bachelor’s degree or higher in a relevant area of study. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.
Additional Required Licenses/Certifications/Posting Specific Minimum Qualifications:
Preferred Qualifications:	Experience with formally supervising/managing others strongly preferred. Demonstrated team player with excellent leadership, customer service, communication, and mentoring skills. Ability to foster service oriented mindset, accountability and effective ongoing communication while adapting to change and evolving needs. Possess a professional, engaging demeanor with effective organizational skills and the ability to efficiently multitask. Progressive financial services, registration, and/or financial aid counseling experience. Demonstrated ability to resolve complex student services cases. Strong analytical, problem-solving, and conflict resolution skills as demonstrated by defusing tense customer interactions. Working knowledge of Microsoft Office software and database systems, and ability to learn customer tracking software, Student Information Systems, as well as any other necessary systems or software to complete daily responsibilities. Deep and dedicated commitment to diversity, accessibility, inclusion and student well-being. Ability to work well both independently as well as collaboratively in a team environment. Flexible and available to work varied shifts (evenings and weekends) during peak periods.
Hiring Range	$53,912.51 - $78,108.53
GW Staff Approach to Pay	How is pay for new employees determined at GW?

Healthcare Benefits

GW offers a comprehensive benefit package that includes medical, dental, vision, life & disability insurance, time off & leave, retirement savings, tuition, well-being and various voluntary benefits. For program details and eligibility, please visit https://hr.gwu.edu/benefits-programs.

II. JOB DETAILS

Campus Location:	Foggy Bottom, Washington, D.C.
College/School/Department:	Enrollment Management
Family	Enrollment Services
Sub-Family	Generalists
Stream	Management
Level	Level 1
Full-Time/Part-Time:	Full-Time
Hours Per Week:	40
Work Schedule:	Monday to Friday, 8:00am - 5:00pm
Will this job require the employee to work on site?	Yes
Employee Onsite Status	On-campus (in person)
Telework:	No
Required Background Check:	Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search
Special Instructions to Applicants:	Employer will not sponsor for employment Visa status What is your management/leadership philosophy? Apart from your resume and cover letter, upload a separate document explaining in detail – with examples – of how you’ve demonstrated this in your professional career. Applications without this will not be considered.
Internal Applicants Only?	No
Posting Number:	S013910
Job Open Date:	11/10/2025
Job Close Date:	11/24/2025
If temporary, grant funded, Sponsored Project funded or limited term appointment, position funded until:
Background Screening	Successful Completion of a Background Screening will be required as a condition of hire.
EEO Statement:	The university is an Equal Employment Opportunity employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

* Are you a current employee of The George Washington University?
- Yes
- No
* For current GW employees, have you completed your Introductory Employment Period (IEP)? (As a reminder, employees in their IEP are not eligible to apply for other internal university staff and research positions until the IEP is complete.)
- Yes, IEP complete
- No, still in IEP
- N/a - not a current GW employee
* What is your expected salary range?
(Open Ended Question)
* The proposed salary for this position is between $53,912.51 - $76,219.95. Does this align with your expectations?
- Yes
- No

Documents needed to Apply

Required Documents

Resume
Cover Letter
Other Documents Refer to Special Instructions to Applicants

Optional Documents

Human Resource
Management & Development

2013 H Street, NW, 3rd Floor
Washington, DC 20006

Phone: 202-994-8500
Fax: 202-994-9680
Email: askhrmd@gwu.edu
Recognition_Toolkit
Talent@GWLogin

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Original Job Description