Lead of IRIS Student Experience

ABOUT THIS POSITION

Summary: The Lead of IRIS Student Experience is responsible to the Assistant Director of Integrated Services and Advising (IRIS) for leading a team of student employees and managing daily departmental operations to provide exceptional customer service to students and visitors to IRIS. The IRIS student employee team is responsible for assisting customers with questions regarding financial aid, student accounts, registration, academic advising, and records. The team’s goal and purpose are to provide an integrated customer service experience, resolving questions in a proactive and cross-functional manner and assisting students in achieving both their educational and financial goals. The Lead of IRIS Student Experience assures that the team operates in a manner that promotes student-centered problem solving, self-service, and operational efficiency. The environment is dynamic, high energy and focused on problem solving and the Lead of IRIS Student Experience must have the ability to be flexible in their day-to-day responsibilities. Digital literacy and skills with learning computer programs are critical as staff are expected to use a variety of software and systems on a daily basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Student Employee Supervision & Training:

• Leads and directs a team of 25-35 IRIS student employees whose primary responsibility is to assist students and visitors with questions regarding academic advising, registration, financial aid, student accounts, and records.
• Oversees the daily activities of the IRIS student employee team, including hiring, training, directing, and monitoring to ensure quality and compliance in all operations and interactions.
• Responsible for initial and ongoing training of the IRIS student employee team, and helps maintain high levels of customer service, motivation, and institutional knowledge. Create and maintain student employee training manual and materials.
• Manage the hiring, evaluation, discipline, and termination process of all student employees.
• Oversee scheduling of student employees, ensuring adequate coverage of phone, email, and walk-in traffic.
• Monitor student employee team’s usage of work study funding, adjusting schedules and coverage as needed.
• Serve as mentor and coach for student employees, modeling professionalism on the job.

Integrated Customer Service:

• Act as an innovated leader of integrated student services in the areas of advising, registration, financial aid, and student accounts.
• Promote a culture of service excellence for customers through various options (i.e. phone, email, and in-person).
• Interpret and apply institutional policies, procedures, and regulations related to academic, financial, and student service programs.
• Understand and explain charge and payment activity on a student’s financial account.
• Provide financial counseling to students, by explaining the financial aid process, assisting them in identifying financial resources to pay their bill, and budgeting for current and future semester expenses.
• Provide basic academic advising support to students, including assisting students with navigating course registration process, understanding their degree requirements, and submitting transcripts.
• Responsible for decision-making that requires initiative and independent judgement in responding to individual needs of students and families.
• Use independent judgement and maintain a professional demeanor in handling routine questions, complaints and resolution of issues.
• Assess individual student needs and make appropriate internal and external referrals.

Daily Operations:

• Assist in coordinating daily operations of IRIS. Oversee daily customer flow of IRIS walk-in and call center. Monitor phone queue, walk-in activity, appointment availability, and emails to adjust staffing needs and rotation as appropriate.
• Oversee department statistics tracking of phone, email, desk, and appointment traffic.
• Handle escalated calls and inquiries.
• Participate in regular trainings in advising, registration, records, financial aid, and student accounts, as well as trainings from other campus resources.
• Monitor departmental supplies and make financial responsible purchases.
• Utilize a variety of computer systems, software, and technologies in daily operations including Microsoft Office, Slate, Banner, Outlook, among several others. Uses critical thinking to identify ways to use technology to improve operations and service.

Communication & Outreach:

• Assist Assistant Director of IRIS with designing and delivering communication plans to promote student retention.
• Oversee student employee team’s proactive outreach efforts, including call, email, and text campaigns.
• Manage IRIS webpage and chatbot content.
• Present at and participate in various events and workshops related to student finances, advising, and registration.

Works on special projects including but not limited to:

• Faculty and staff networking
• Advising and integrated service awareness
• Participates in campus committees
• Program development for student success
• Serves as backup to IRIS Advisors, meeting with students in one-one-one appointments

Some evenings and weekends are required.

Minimum Qualifications Required:

• Bachelor’s degree from an accredited four-year college or university.
• Two years of work experience providing a high level of customer service under varying circumstances to individuals from a diverse background, preferably at an institution of higher education.
• Two years of supervisory and leadership experience.
• Proven ability to cultivate meaningful and productive relationships with students, staff and leaders by initiating critical conversations, having a visible presence, and maintaining regular communication.
• Collaborative, assertive, compassionate individual who values diversity, equity, and inclusion with the ability to work independently as well as be a team player.
• Excellent oral, written, organizational and problem-solving skills.

Preferred Qualifications:

• One year of relevant experience in finances, academic advising, student services, or related areas, preferably at an institution of higher education.
• Demonstrated ability to learn and utilize a variety of technologies, databases, and computer systems to improve operations.
• Experience working with adults with physical and/or learning disabilities.

In addition, the successful candidate must have a customer service focus and be an innovative leader with a collaborative style that encourages teamwork and cooperation.

Salary: $50,000.00 – 53,000.00. Commensurate with education and experience. Excellent health and retirement benefits package: Click here for more information!

Department: Colorado Mesa University

Employment Type: Administrative

HOW TO APPLY

Application Deadline: To ensure full consideration, complete applications must be received by 9/24/2024.

How to Apply: Applicants will be asked to complete an online application by creating a profile and then providing personal and demographic information. In addition, please be prepared to upload a:

• Cover letter
• Resume
• Include the name, phone number, email address and relationship of at least three professional references who can attest to your ability to perform the job you are applying for. Professional references should include at least one current or former supervisor. Professional reference may also include current or former employers, colleagues or other professionals who have first-hand knowledge and can recommend you for employment.
• Copy of transcripts for all degrees completed (if your transcripts include a social security number or birthdate, please redact that information before uploading the document. Official transcripts will be required upon hire)

Direct Inquiries Contact: Brenna Wilkerson, bwilkerson@coloradomesa.edu

< strong>ABOUT COLORADO MESA UNIVERSITY

Colorado Mesa University provides exceptional educational opportunities on a state-of-the-art campus located in Grand Junction. As western Colorado’s largest university, CMU serves students on its main campus in Grand Junction, its satellite campus in Montrose, its community college, Western Colorado Community College and via online offerings. Founded in 1925, it’s a dynamic university enrolling more than 11,000 students at the associate, baccalaureate and graduate levels.

At the heart of the CMU experience is an integrative and experiential approach to higher education that encourages students to think differently and empowers them to challenge assumptions. CMU brings students together with expert scholars and thinkers from different disciplines to make connections between ideas and gain the skills to solve the unstructured, complex problems they’ll encounter in life. Our focus is on providing quality academic programs, built on a strong liberal arts core that support students’ interests and regional employment needs, as well as technical programs that respond to vocational workforce demands.

The Grand Valley is home to some of the best outdoor recreation in the state of Colorado and you won’t have to fight traffic and crowds to enjoy it. CMU is surrounded by the Grand Mesa, Book Cliffs and the Colorado National Monument. We have world-class mountain biking, rock climbing, hiking, and rafting. In addition to a mountain resort that’s less than 45 minutes from campus for skiing, snowboarding and cross-country skiing. Living and working in Grand Junction, you will be able to explore one of Colorado’s best kept secrets.

Colorado Mesa University is particularly interested in candidates who have experience working with students from diverse backgrounds and who have a demonstrated commitment to improving the levels of access and success for underrepresented students within higher education.

Colorado Mesa University is committed to providing a safe and productive learning and living community. To achieve that goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial and/or motor vehicle history. Applicant must be able to verify U.S. employment eligibility. Colorado Mesa University is an Equal Opportunity Employer, committed to a culturally diverse faculty, staff and student body. Women and minorities are encouraged to apply. Any person with a disability as defined by the ADA Amendments Act of 2008 (ADAAA) may be provided a reasonable accommodation upon request to enable the person to complete an employment assessment. To request an accommodation, please contact the CMU Human Resources Office by phone or email. You may be asked to provide additional information, including medical documentation, regarding functional limitations and type of accommodation needed.Colorado Mesa University

Attn: Human Resources Office

1100 North Avenue

Grand Junction, CO 81501

970.248.1820

To apply, visit https://coloradomesa.csod.com/ux/ats/careersite/1/home/requisition/1160?c=coloradomesa