Assistant Director of One Stop Student Services

We take pride in the ever-evolving nature of our work, which transforms the lives of our students, preparing them for personal and professional success. Rider University is consistently recognized by The Prin ceton Review and U.S. News & World Report as a best college, and as a best-value institution. With more than 100 majors, minors and programs, 19 Division I athletic teams and 150-plus clubs and organizations, Rider Broncs create their own pathways to success with the support of the University community. Position Overview Rider University invites applications for the Assistant Director of One Stop Student Services. This position oversees the daily operations of a centralized student services office that provides front-line support for Admissions, Financial Aid, Student Accounts, Registrar, and related enrollment services functions. The Assistant Director ensures efficient office operations, coordinates staff activities, supports service delivery, and serves as a primary resource for students, families, faculty, and staff regarding enrollment-related processes. This position balances supervisory, advisory, and cross training responsibilities with active involvement in daily operations, including customer service, office administration, workflow management, payment processing, and issue resolution. The Assistant Director works closely with Enrollment Management departments to promote consistent service standards and an exceptional student experience. Key Responsibilities Coordinate daily operations of the One Stop Student Services Center and ensure appropriate staff coverage during business hours. Assist students, families, faculty, and staff with inquiries related to admission applications, financial aid, student accounts, registration, academic records, and enrollment services. Handle escalated customer service concerns and assist with resolving complex student issues. Monitor service queues, office traffic, email communications, and response times to ensure timely service. Oversee mail receipt, distribution, document imaging, scanning, and records management activities. Assist with data review and quality assurance efforts to support accurate student records and transactions. Coordinate cross-training initiatives to ensure operational flexibility and continuity of service. Develop and maintain training materials and procedural guides. Ensure staff remain informed of policy, procedure, and system changes. Collaborate with Enrollment Management offices to improve workflows and communications to enhance service delivery. Contribute to departmental initiatives that support enrollment and retention goals. Required Knowledge, Skills And Experience Bachelor's degree required. Minimum of three years of supervisory experience, including responsibility for staff performance management and employee development. Demonstrated knowledge of customer service operations, preferably within a higher education environment. Experience managing customer service operations in a high-volume environment. Strong leadership, conflict resolution, and employee coaching skills. Excellent organizational, analytical, and problem-solving abilities. Strong written and verbal communication skills. Ability to manage competing priorities while maintaining a high level of service and operational effectiveness. Demonstrated commitment to student-centered service delivery. Satisfactory background and/or DMV checks required. Preferred Knowledge, Skills And Experience Master’s degree preferred. Experience working in a centralized One Stop or integrated customer service environment. Experience working in higher education or other learning environments. Experience with Banner Student, Banner Financial Aid, Banner Accounts Receivable, or comparable student information systems. Knowledge of federal financial aid regulations, student billing processes, academic records management, and FERPA requirements. Experience utilizing operational metrics, dashboards, and reporting tools to assess performance and improve service delivery. Rider University is committed to fostering an inclusive, vibrant living and learning community that embraces students, faculty, and staff of all backgrounds and enables them to achieve success. Rider University is an Equal Opportunity Employer. #J-18808-Ljbffr