Rhodes Express and Student Services Manager - Choose901 : Job Details

The Rhodes Express and Student Services Manager provides leadership and supervision to the Rhodes Express team. Rhodes Express partners with the Registrar, Bursar, Director of Financial Aid, and Dean of Student Success to provide exemplary customer service to students, their families, and faculty and staff of the College. The manager promotes and supports a team environment, participates in continuous training for cross-functional responsibilities to ensure shared knowledge and integrated services, and provides courteous service to all customers of Rhodes Express through services focused in the areas of finance and academic information. This position ensures accurate resolutions to customer concerns and inquiries either personally or through the intervention of a specialist, facilitates customers' connection to other areas for services needed outside of Rhodes Express, and participates in continuous training on new technology systems and collaborates with partners to develop new policies and business processes utilizing the new technologies.

Job Responsibilities:

Serves as the manager of the Rhodes Express staff and unit. This includes but is not limited to creating work schedules, scheduling time off, solving daily issues, and maintaining the budget and invoices.

• Hires, supervises, and coordinates a training plan for Rhodes Express staff and student employees.
• Trains Rhodes Express staff in customer service principles, identifying customer needs and demands, and emerging technologies.
• Collects feedback and data to assess effectiveness and use for future planning.
• Provides ongoing staff development and performance management for Rhodes Express team.
• Oversees the training and supervision of student employees.
• Regularly revises and updates processes and procedures for Rhodes Express and its partners.
• Documents relevant information and creates an intuitive system to ensure knowledge is understood, shared, and used.
• Leads Rhodes Express team in identifying and implementing department goals, scheduling and training campus partners, and reporting outcomes. Institutes ways of incorporating continuous improvement principles.
• Consults with the Dean of Student Success concerning policy recommendations and implementation.
• Represents Rhodes Express and Student Services on College committees and at campus events.
• Assists with summer orientation programs, in particular student employment and class registration.
• Regularly participates in Registrar, Bursar, Financial Aid, and Student Success staff meetings to develop and maintain a partnership that supports communication between and among these and other offices and Rhodes Express staff.
• Collaborates with internal and external partners to identify and refine processes in various databases and software systems. Regularly attends meetings with consultants and implementation partners.

Offers front-line assistance to the office of the Registrar. Serves as primary contact with the Registrar to manage workflow and productivity among Rhodes Express staff in identifying key practices, learning, organizing, and prioritizing tasks.

• Assists the Registrar with various tasks pertaining to student records.
• Responsible for transcript and enrollment verification production using archival data, Workday, and the National Student Clearinghouse.
• Provides general council to students regarding policy and procedures as they pertain to the college catalogue and academic calendar.
• Assists with each semester's Workday onboarding business process by completing tasks in a timely manner.
• Enters data in Workday from all relevant forms submitted to Rhodes Express.
• Provides accurate and timely responses to emails regarding academics or registrar processes through the TopDesk ticket system.
• Ongoing development of Workday processes, in addition to staff training and supervision as processes are implemented.
• Offers front-line assistance to the office of Financial Aid. Serves as primary contact with Financial Aid staff to manage workflow and productivity among Rhodes Express staff in identifying key practices, learning, organizing, and prioritizing tasks.
• Provides counsel for general financial aid and billing questions for Rhodes parents, students, and authorized payers.
• Supports Financial Aid in the Federal Work Study and RSAP student employment onboarding process.
• Initiates new hire paperwork for all student workers by hiring them as employees in Workday. Collects all student employee I-9 documents and completes the E-Verify process in Workday and at the government website. Informs supervisors when new hires are eligible to begin work. Follows up with supervisors, students, and Financial Aid when paperwork isn't completed in a timely manner. Requires E-Verify training.
• Reviews Financial Aid packaging and requirements using PowerFAIDS software.
• Provides accurate and timely responses to emails regarding financial aid through the TopDesk ticket system.
• Continuous training on PowerFAIDS and how it integrates with Workday and Nelnet, as well as training and supervising staff as these new systems are implemented and refined.

Offers front-line assistance to the office of the Bursar. Serves as primary contact with the Bursar to manage workflow and productivity among Rhodes Express staff in identifying key practices, learning, organizing, and prioritizing tasks.

• Assists the Bursar in preparing and sending billing statements and tax forms using Workday and Nelnet Enterprise. Processes tuition payments using Nelnet Cashiering.
• Manages commuter meal plan requests in Workday and the sale of fac/staff meal plans through Nelnet Cashiering and the Transact website used by Bon Appetit.
• Performs ledger maintenance, provides accounting reports and assessments in Workday and Nelnet, and verifies the accuracy of daily data collection and input processes in Workday, Nelnet, and the Truist banking website.
• Balances cash drawers daily and balances vault in coordination with other team members.
• Reviews billing and payment questions with students and authorized payers using extensive knowledge of Nelnet Enterprise, PowerFAIDS, and Workday.
• Provides accurate and timely responses to emails regarding student accounts through the TopDesk ticket system.
• Collaborates with the Bursar regarding the implementation of Nelnet Cashiering and Billing, assisting in meetings with Nelnet regarding necessary system upgrades, and trains and supervises staff regarding changes in this system.

Supports additional student and campus services as appropriate including but limited to the following:

• Performs transactions for, but not limited to, the Division of Student Life, International Programs, Finance, Student Organizations, Campus Safety and Data Services by collecting and disbursing various forms, documents, keys, and financial payments.
• Maintains ID card printing hardware and orders supplies as needed. Makes ID cards for all new students and employees and prints replacements for lost cards using the GuardCard software from Episuite. Turns on new cards and discontinues old cards in Transact, the Bon Appetit software.
• Responsible for providing uninterrupted coverage for the main switchboard of the college weekdays 8:30-5:00.

Job Requirements:

• Three (3) years of demonstrated experience managing staff, directing work of others, or providing leadership and guidance to others in the areas of customer service, cash handling, or basic accounting processes required.
• Must have exceptional communication and interpersonal skills and ability to serve a wide range of people including students, families, faculty and staff.
• Must possess strong organizational skills, attention to detail and ability to prioritize and manage multiple tasks.
• Proficiency in Microsoft Office required.
• Experience with Workday highly preferred.

Physical Demands:

General office environment that requires sitting on a constant basis. The candidate will perform computer work, keyboard use, and telecommunications on a frequent basis. Manual dexterity will be required to perform keyboard and writing activities on a frequent basis. Visual acuity is required on a frequent basis to read and review print and electronic documents. Reaching and pushing/pulling with a force of up to 10lbs will be performed on a rare basis. Mobility of the candidate will be sufficient to allow moving about the office and to and from the building on an occasional basis. The physical demands must be met to successfully perform the essential functions of this job.

A complete application includes a cover letter and a resume.

Rhodes is an equal opportunity employer that offers an excellent benefits package and a great working environment.