Associate Director Student Services

Posting Date: September 26, 2018

Closing Date: Open Until Filled

Open position:  Associate Director Student Services

Department overview:  Student Enrollment Services (SES) seeks to provide quality leadership and logistical management of services critical to the success of William Paterson University students. These services, which students often find confusing are financial aid and scholarships, financial literacy, billing and payment, record and registration services.  The department stands ready as a trusted source of information to help students, their families, high school counselors, community college advisors and the internal community of faculty and staff to help manage the cost of attending William Paterson University.  We partner with the offices of Financial Aid, Student Accounts and Registrar in order to pull together all the necessary resources, streamline process, and address financial issues so that students can focus on their studies and attain their degree in a timely fashion.

Position overview:  This position plays an integral role in ensuring that the processing of student service transactions are performed accurately, timely and within divisional or other required protocols. The Associate Director of Student Services will act individually and in collaboration with the Director of Student Enrollment Services and departments both internally and externally to continuously and consistently deliver high quality service to a diverse student population at a four-year NJ State University.

Reporting relationship: Director of Student Enrollment Services

Duties and responsibilities include, but are not limited to:

  • Effectively supervise staff and manage daily department operations; manage cross-functions including call center, point of-of-service counter, chat, email and social media services
  • Provide leadership and supervision to professional, administrative support and student staff members; assume department leadership in the absence of the Director; ensure that staff members are adequately trained to provide constituents with an accurate explanation of financial award packages as well as other available financial aid options.
  • Serve as first-line department management contact to receive student and parent concerns at the point-of-service counter and call center; analyze issues, and recommend and deploy pathways to resolution in order to proactively contain issues as they arise and avoid unnecessary escalation.
  • Engage with students and family members on one-to-one counseling basis to actively address the variety of presented issues which include, but are not limited to, financial aid, billing and payment, and records management.
  • Evaluate and verify the accuracy of daily financial activities (i.e. student payment, transcript fees, housing deposits, waivers); evaluate and verify the accuracy of functions performed which are required to complete the student aid process; ensure that responses to record requests are addressed accurately and in a timely fashion; maintain up-to-date departmental records, files, and related manuals.
  • Develop and implement procedures or enhance existing procedures to ensure irregularities in financial activities are minimized; evaluate and monitor and adjust existing systems and as appropriate to streamline processes; recommend and implement systems that update and improve service quality, efficiency, and effectiveness; spearhead the effort, as assigned
  • Collaborate with the Director of Student Enrollment Services to ensure effective and timely resolution of student billing/payment issues, manage the financial aid function.
  • Assess needs and independently develop workshops and programs that promote the functions and services of the department to internal and external constituents.
  • Collaborate with the Director of Student Enrollment maintain and manage the department website and other internal and outbound media and technology resources; collaborate in developing a multi-faceted communication strategy using print and web based technologies to promote student fiscal responsibility; assess technology needs to periodically improve utilization and Call Center operations.
  • Actively contribute to the various department committees that address student appeals and scholarship and an hiring requests; spearhead the effort, as assigned.
  • Manage the department’s communication calendar related to enrolled students
  • Maintain service to the University by representing the department on University committees and events both on and off campus.
  • Perform other duties as assigned and appropriate to the position.

Required qualifications:

  • Bachelor’s degree from an accredited college or university in a related field.
  • Master’s degree in Business Administration, Higher Education Administration or related field preferred. Five (5) years’ experience within a traditional student service office (i.e. financial aid, bursar or registration services) and at least three (3) years of progressive leadership and supervisory experience; Call Center management experience highly preferred
  • Technical competency in computer applications such as ERP systems (BANNER preferred), statistical package software reporting (SAS preferred), and MS Office. COD, FAA Access, ELM, NJFAMS experience preferred.
  • Available to work extended hours during peak billing and registration periods

Personal attributes and traits:

  • Proven ability to communicate effectively in written and oral form
  • Dedication to accuracy and attention to detail with a strong customer/student service focus Demonstrated competency in successfully prioritizing multiple time-sensitive projects in a high demand/volume environment
  • Ability to set up and maintain efficient and effective organizing systems
  • Able to self-assess, adjust and maintain motivation and consistency; resilient and able to recover quickly from stressful situations
  • Confident in role, capable of relying on self to fulfill professional and personal roles and goals
  • Demonstrated respect for property and policies
  • Able to think proactively by realistically evaluating situations, consequences of actions while adhering to proven processes
  • Able to identify key components of a problem, determine and evaluate various solutions, and create and deploy action to obtain desired result
  • Emotional control - able to listen without allowing personal bias to interfere
  • Willing to work on continuous self-improvement; personal attributes and traits, as well as willingness to become completely familiar with internal control and compliance issues related to the functions of the Department.

Salary and Benefits:

Salary is commensurate with experience. This position offers a comprehensive benefits package and the potential to receive a tuition waiver to pursue an advanced degree and participate in career advancement activities.



William Paterson University is the third most diverse public university in New Jersey. As a longstanding member of the Hispanic Association of Colleges and Universities (HACU), we have been designated by the US Department of Education as a Hispanic-Serving Institution. The University offers more than 250 undergraduate and graduate academic programs that range from liberal arts and sciences to pre-professional and professional programs; it enrolls nearly 11,000 students from across the country and from over 40 nations. The University is situated on a beautiful, 370-acre suburban campus in Wayne, New Jersey, just twenty miles west of New York City.

How to apply:

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Interested candidates will be prompted to:

  • Complete an application
  • Submit a cover letter and resume
  • Provide names/contacts of three professional references


           Submission of all documents listed above is required for consideration.

     If you have any general questions related to this search please email

The Clery Act (The Jean Clery Disclosure of Campus Security Policy and Campus Crime Statistic Act) requires all institutions of higher learning to make available to prospective employees our agency's Annual Security Report. A copy of this information is available on the University Police Department website at the Clery Act page. A paper copy of this report can be obtained at the University Police Department upon request.

William Paterson University is an equal opportunity employer that actively values and supports diversity among faculty, staff and students. Women, minorities, and members of under-represented groups are encouraged to apply.