Assistant Director of One Stop

A humble college founded before Texas was a state, Baylor now stands as one of the premier institutions of higher education in the world. Baylor has continued to invest in research and doctoral education, both solidifying and elevating its unique status as a preeminent Christian research university. Baylor is among 187 R1 institutions, just 52 of which are private universities.

Since 2011, Baylor has been named as one of the nation’s “Great Colleges to Work For”. Great Colleges to Work For® is one of the country’s largest and most respected workplace recognition programs. Each year, Great Colleges recognizes the colleges and universities that get top employee ratings regarding workplace practices and policies across 10 areas. This recognition is based on faculty and staff responses to a related annual survey. The survey, conducted by ModernThink, is a way for colleges and universities to gain a deeper understanding of how their employees experience and view various aspects of the institution. This continued recognition further affirms Baylor as a rewarding place to build a career. 

What We are Looking For

The Baylor University One Stop team is seeking an Assistant Director of Baylor One Stop to join the Enrollment Management team. As an Assistant Director, you will have the opportunity to assist in the day-to-day management and operation of the One Stop office in a variety of ways. In this role, you will work with One Stop Representatives to ensure prospective and current students and their families are served with excellence as they contact our office with educational questions related to financial aid, billing, and admissions. The Assistant Director fills a leadership role within the division of Enrollment Management and will coordinate with other departments to fully execute to mission of Baylor One Stop.

A bachelor's degree and three years of relevant experience are required. Five years of relevant experience is preferred.

Additional education or experience will be considered in lieu of one another.

Successful candidates will have the following knowledge, skills, abilities:

• Expert knowledge of financial aid counseling, verification, rules, and regulations, student billing, admissions and/or registrar offices 
• Expert Knowledge of an enrollment management area focusing on outreach and/or retention
• Experience managing a small team
• Experience training new staff on complex information and processes
• Demonstrated excellent written and verbal communication skills
• Demonstrated ability to analyze and interpret data and make and be responsible for independent decisions
• Ability to meet deadlines and maintain a high level of accuracy, professionalism, and a customer service orientation 
• Maintained professionalism when communicating with students and families
• Highly motivated, focused, and results-oriented.
• Demonstrated ability to work well in a fast-paced, dynamic, customer-oriented environment.
• Experience with Microsoft products, Banner, TouchNet, Slate, Five9s, OnBase, and Ocelot

Must be able to travel outside of the state of Texas.

Applicants must be authorized to work full-time in the United States.

What You Will Do

• Manage a team of Enrollment One Stop Representatives, Coordinators, and Student Workers
• Train One Stop staff on topics of enrollment, financial aid, billing, and admissions
• Maintain knowledge of changing federal, state, and institutional policies relating to financial aid and student accounts
• Coordinate with Undergraduate and Graduate admissions teams to meet admissions goals
• Develop presentations for internal and external training on topics related to financial aid and student accounts
• Provide direct supervision to two Enrollment One Stop Coordinators including mentoring, training, and coaching
• Assist Director with hiring, coaching/mentoring, engaging and motivating employees, delegating work tasks, and addressing performance issues
• Ensure adequate coverage in daily operations including in-person, phones, email, presentations
• Communicate with staff to ensure they have the tools necessary to perform their jobs
• Communicate with the Director and other Student Financial Services leaders regarding technology, policy, or procedural issues that are impacting customers
• Help recognize common threads in customer experience and engage in conversations regarding improvements
• Serve as an active, positive and engaged member of Baylor One Stop; participate on cross-functional committees as appropriate, develop and manage assigned office procedures, paperwork, training, and data integrity
• Meet with Senior Director to discuss needs for One Stop and Strategy for future opportunities to serve Baylor students
• Review calls, email, chats, in person meetings and presentations to ensure consistent communication and recommend areas for improvement
• Track and analyze inquiry statistics to ensure adequate staffing and enhance customer service experience
• Perform all other duties as assigned to support Baylor’s mission
• Ability to comply with University policies
• Maintain regular and punctual attendance

What You Can Expect

As part of the Baylor family, eligible employees receive a comprehensive benefits package that includes medical, dental, and vision insurance, generous time off, tuition remission, and outstanding automatic retirement contributions. Baylor has a comprehensive benefits plan that supports you and your family’s wellbeing and allows you to be a part of the life of a vibrant and active college campus.  To learn more, go to Baylor Benefits & Advantages.

Explore & Engage

Learn more about Baylor and our strategic vision, Baylor in Deeds.  Also, explore our great hometown of Waco and the many opportunities to engage locally.  If you are new to Central Texas, This is Waco!