Assistant Director
Please see Special Instructions for more details.
- The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report
- The Search Committee will not contact references without first verifying permission with the finalist.
- Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions.
- Do not write 'see resume' on your application when completing the job duties section.
- UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits/benefits-overview/
Position Information
General Information
| Vacancy Open to |
UNC Charlotte Employees Only |
| Employment Type |
Permanent - Full-time |
| If time-limited, note appointment end date |
|
| Hours per week |
40 |
| Months per year |
12 |
| Position Number |
001946 |
| NC Salary Grade Equivalency |
GN07 |
| Classification Title |
Student Services Specialist - Journey |
| Working Title |
Assistant Director |
| Salary Range |
$39,058 - $53,560 |
| Anticipate Hiring Range |
$39,058 - $48,823 |
| FLSA Status |
Non Exempt |
| Division |
Academic Affairs |
| Department |
Enrollment Management (Adm) |
| Work Unit |
Niner Central |
| Work Schedule |
Monday - Friday, 7:30 am - 4:30 pm, 8:00 am - 5:00 pm, or 8:30 am - 5:30 pm. Employees' schedules will be staggered to provide appropriate coverage for Niner Central during regular operations and are subject to change during peak times.
Hours of operation for Niner Central (OneStop) will be 8:00 am to 5:00 pm and subject to change. General staffing is scheduled 7:30 to 5:30 pm and subject to change; some weekend activities and scheduling after standard operating hours is required.
Currently:
8:00 am - 5:00 pm; Monday - Friday; flexible scheduling may be available
Position can be deemed as mandatory during crisis communication event as identified by the Chancellor. |
| Primary Purpose of Position |
The primary purpose of the Niner Central Student Services Specialist, Assistant Director position is to provide front-line counseling, superior customer service, holistic problem resolution and staff coaching in the areas of registration, financial aid, student accounts, and general student inquiries. This position will provide information and service relative to policies, processes and procedures to prospective and current students, parents and other visitors, and perform other duties as assigned.
The Niner Central Administrative Support Specialists and the Student Services Specialists l escalate issues of first and second-level support to the Student Services Specialist. The position is expected to troubleshoot student issues and resolve complex issues that may cross over several departments. This position is expected to go beyond just simply answering the question a student may ask, and instead review their record and issues in a holistic manner and resolve or provide guidance on multiple issues. This position provides essential feedback and coaching to staff along with recommendations to leadership regarding ongoing process management and improvement of the Niner Central department.As an Assistant Director, this position leads team members in the ongoing process of analyzing and assessing student services workflow and tiers. The team lead also provides facilitation and coordination in the identification of new and expanding services to continuously improve processes, communication and coordination among Niner Central, Financial Aid, Bursar, Registrar's Office and other campus areas. The Assistant Director l also assists and coordinates the design and training delivery for new, temporary and part-time employees as well as ongoing cross-training for existing Niner Central employees. |
| Minimum Education/Experience |
Required Minimum Qualifications:
Bachelor's degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions. |
| Essential Job Duties |
Employee performs a range of student services and related administrative work within the
UNC Charlotte Niner Central Student Services team. This position is characterized by tasks, which follow prescribed laws and guidelines as well as focusing on student academic, social, and emotional development.
- Work includes managing, administering, directing, promoting, and leading activities in the areas of financial aid, registration, student accounts, campus life, and other administrative units dedicated to student service.
- Responsible for managing data using a variety of computer applications, making independent decisions within federal, state, and university policy, interpreting, communicating, and adhering to policies and procedures, developing and establishing adequate internal controls to support legislation, evaluating patterns and recommending alternatives, student personnel management and scheduling, student development, developing and maintaining effective working relationships with and among students, parents, faculty, and staff, and other external entities and providing excellent customer service.
- This work may also include research, planning, development, and implementation of student programming in response to student and university needs.
- Work will often require extensive contact with counterparts and colleagues at other Universities, as well as the campus community to explain programming options, processes, policies, and procedures.
- Employee is required to exercise confidentiality in accordance with policy and applicable state, federal and local laws such as FERPA (Family Educational Rights and Privacy Act), PCI (Payment Card Industry), and HIPAA (Health Insurance Portability and Accountability Act).
- Employee will also be expected to contribute to administrative decisions regarding labor, budget management, facilities and inventory management, program expenses within current funding levels, as well as projecting future expenses for program continuation, development, and implementation.
|
| Other Work Responsibilities |
Managing Work Processes:
- Collaborates effectively in a team environment to design, enact and continuously improve upon interconnected work standards, processes, and procedures.
- Engages in in-house training and also take the initiative to identify patterns and find answers to questions that are presented by students. and demonstrates understanding of how a resolution to student issues may involve several departments and processes and the troubleshooting required to solve those issues.
- Works with team members to regularly review key performance and service indicators, identify gaps and implement ongoing measures to address gaps to ensure standards and expectations are consistently met or exceeded so as to serve the student to the highest ability.
- Creates and facilitates cross-training opportunities to improve/enhance work processes and willingly shares knowledge and resolutions with other team members as a learning tool.
- Demonstrates understanding of how student services are an open system - that poor service delivery and errors may cause negative financial impact and ultimately impact the retention and graduation of students and recognizes how individual decisions impact other people, program areas and service delivery goals.
- Uses independent judgment regarding service tiers and escalation protocols for referring clients to tier 3 support, as appropriate.
- Composes and organizes ideas logically and succinctly in a variety of formats such as emails, letters, memos, reports, and presentations; appropriately changes/adjusts style to meet the needs of the student services program and audience (students, parents, co-workers, and other third-parties) so that there is clear understanding by the intended audience.
- Routinely proofreads targeted written communications and sensitive materials and edits content constructively and demonstrates a commitment to excellence by accepting constructive feedback for improvement in written communications from others.
- Manages multiple modes of cross-functional communication including email, phone, chat, virtual meetings and face-to-face with students, parents and stakeholders.
Client/Customer Service:
- Demonstrates an understanding that Niner Central will provide the highest quality service on campus and offer holistic problem resolution and serves as a champion for Niner Central by providing outstanding customer service to students, parents and other stakeholders.
- Effectively develops and maintains positive and professional working relationships across multiple teams and functional areas to initiate, facilitate and complete work or resolve issues in assigned student service program area.
- Independently interprets and effectively communicates policy, process and procedures within cross-functional student service program areas when responding to requests/inquiries and non-standard issues.
- Delivers superior service which is friendly, comprehensive, accurate, clear, timely and professional. Continually provides answers and solutions that go beyond what the student, family or stakeholders asked to solve issues and provide guidance in a holistic manner that will promote retention and graduation.
- Routinely provide guidance and instruction to students about issues, processes, or deadlines that may affect their progress.
- Ensures that the student feels like they are cared for by the university and that the campus staff are invested in their success.
- Employs de-escalation techniques and conflict management strategies when appropriate. Appropriately prioritizes the role and interests of the student, family and stakeholders.
- Maintains effective working relationships across campus to appropriately refer clients for tier 3 support when needed.
Decision Making:
- Independently initiates or implements effective new approaches to resolve non-standard problems and issues across a variety of functional areas and student services.
- Researches and maintains familiarity of trends, best practices, policies, processes, and procedures relative to student services to guide team members toward the best course of action, correctly answer questions and facilitate appropriate action necessary to resolve issues from a holistic viewpoint.
- Coordinates and facilitates opportunities for team members to examine workflows and communication processes with the goal of identifying and recommending improvements in policies, processes, procedures, forms, reports, systems, etc. which will provide more effective and efficient service to our clients and remove obstacles to graduation.
- Takes appropriate initiative and guides team members toward actions consistent with documented protocols and university goals.
Operations Coordination:
- Directs, evaluates and implements a broad scope of process improvements and enhancements designed to maximize efficiency and service outcomes for the Niner Central Student Services operation. Leads team in the ongoing process of analyzing and assessing student services workflow and tiers.
- Provides facilitation and coordination in the identification of new and expanding services to continuously improve processes, communication and coordination among Niner Central, Financial Aid, Bursar, Registrar's Office and many other functional areas.
- Participates in the coordination, design and delivery of training for new, temporary and part-time employees as well as ongoing cross-training for existing Niner Central employees.
- Demonstrates the ability to manage multiple and competing priorities effectively.
- During peak service times, prioritizes the service and processing needs of multiple stakeholders and clients.
Program Management:
- Collaborates with team leaders and managers to identify and understand student services issues, client needs and possible obstacles to graduation to effectively address and resolve issues based on objective and subjective data from a variety of sources.
- Ability to collect and interpret data from Salesforce CRM (customer relationship management) system to provide directional input on program services, suggest modifications and changes to procedures, processes and services in order to better meet the needs of the client.
- Collaborates with team members to set and achieve appropriate goals for greater efficiency and service.
- Reviews student services information for accuracy and completion including: specialized group forms, requests, reports or authorizations, as well as aid applicants with various types of grants, loans, and federal work-study, using Imaging system, loan certifications, student account activity via Banner and TouchNet, and other system applications.
- Effectively and concisely documents inquires and supporting information in Salesforce CRM.
|
| Departmental Preferred Experience, Skills, Training/Education |
- Experience working in a high-volume, fast-paced, multi-channeled contact center environment.
- Superior customer service skills and philosophy
- Demonstrated positive attitude and professional demeanor.
- Detailed oriented with excellent written and verbal communication skills.
- Salesforce experience.
|
| Necessary Licenses or Certifications |
|
| Work Location |
Hybrid/Cone University Center |
| Posting date |
11/25/2025 |
| Closing date |
12/01/2025 |
| Proposed Hire Date |
01/05/2026 |
| Contact Information |
|
| Special Notes to Applicants |
- The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report
- The Search Committee will not contact references without first verifying permission with the finalist.
- Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions.
- Do not write 'see resume' on your application when completing the job duties section.
UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits/benefits-overview/
|
Posting Specific Questions
Required fields are indicated with an asterisk (*).
- *
How did you hear about this employment opportunity?
- UNC Charlotte Website
- HERC Job Board
- Inside Higher Education
- Circa (formerly known as Local JobNetwork)
- Another Website
- Agency Referral
- Advertisement/Publication
- Personal Referral
- Other
Where did you learn about this posting?
(Open Ended Question)
- *
Do you have a Bachelors Degree or equivalent combination of training and experience?
- Yes - I have a Bachelor Degree or higher
- Yes - I have an Associates degree and at least two (2) years of experience related to position
- Yes - I have a High School Diploma/GED and at least four (4) years of experience related to position
- No
- *
Do you have previous experience using Salesforce?
- *
Please describe your customer service skills and your understanding of "customer service."
(Open Ended Question)
- *
What high (50 requests daily) volume contact center organizations have you worked for previously? Please describe your job duties in the organizations.
(Open Ended Question)
- *
This posting is for current UNC Charlotte permanent and temporary employees only. Are you a current UNC Charlotte employee?
Required Documents
- Resume / Curriculum Vitae
- Cover Letter / Letter of Interest
- Contact Information for References
Optional Documents
|
University of North Carolina Charlotte
$39,058 - $53,560
Nov 25, 2025