Education Services - Support Team Manager

Description

Summary

Responsible for managing the operational functions of the bank’s Tuition & Fee Management online platform. Oversees the integrity of departmental policies and procedures, ensures efficient performance of the support team, and serves as a key resource for platform operations. Provides leadership to the embedded support team, ensuring high-quality service delivery and adherence to compliance standards.

Responsibilities

• Responsible for the operations and integrity of the online Tuition and Fee Management platform. Serves as the primary liaison between the third-party website servicer and the bank.
• Function as a viable resource related to the functionalities with the Tuition & Fee Management website. Develop and maintain website to correlate with the needs of clients and to stay competitive in the market.
• Possess the ability to recognize website inaccuracies to ensure operational efficiency. Perform website functionality oversight and issue reporting. 
• Ensure all website Security Access additions and maintenance are properly approved by Data Security Officer.
• Develop, maintain, update, and streamline departmental policies and procedures.
• Supports new business development opportunities by promoting and presenting the Tuition & Fee Management services to potential prospects and current partners.
• Ensure contractual and legal matters align with bank policies and departmental goals.
• Manage the daily operations of customer inquiries, complaints, and collection calls overseen by the Support Team.  
• Collaborates with school / website user administrators to set up and manage yearly tuition payment plans tailored to client needs.  
• Coordinate and manage all required operational processes deriving from the Tuition & Fee Management payment plans. 
• Prepare and process funding of yearly new and renewal tuition loans
• Maintain daily return payment reports from the various payment plans offered to users
• Monitor other daily reports to ensure all loan-related exceptions are cleared
• Oversee and manage the processes for the various loan adjustments originating from the school administrators via our platform
• Ensure all internal audit procedures are followed to confirm process accuracy
• Demonstrate superior personal and interpersonal behavior, attitude, judgment, communication and initiative with clients and employees to ensure an elevated level of professionalism and promote team spirit.
• Strive to meet or exceed the performance measurement criteria assigned.
• Adhere to all corporate policies, guidelines and statutory requirements and recommends to management adoption and/or changes to policies and guidelines to reflect circumstances within the customer service area.
• Responsible for proactively ensuring customer retention and strengthening long-term relationships with departments’ customer base.
• Conduct routine performance appraisals of Support Team members.
• Perform other related duties as assigned by management.
• Participate and volunteer in community development related activities – i.e., fundraising events (fairs, galas, etc.) that coincide with division and bank customer base.

Requirements

Skills/Experience/Education

• High School diploma or equivalency (GED).
• Minimum 5 years banking experience.
• Proficient in System Analysis, Quality Assurance, and Data Base Management.
• Highly proficient with Microsoft Office Suite and related program software – Excel, Word, Outlook, PowerPoint.
• Managerial experience, preferred.
• Extensive knowledge of banking and consumer lending.
• Ability to prioritize tasks and work in a fast-paced environment.
• Excellent verbal and written communication skills.
• Excellent organizational and time management skills.
• Ability to resolve complex issues and problems.
• Ability to negotiate difficult situations in the best interest of the bank.
• Ability to identify and mitigate risk.
• Build and maintain internal bank relationships to foster continued support with core partners.

Essential Mental & Physical Requirements

• Ability to travel if required to perform the essential job functions. 
• Ability to work under stress and meet deadlines.
• Ability to read and interpret a document if required to perform the essential job functions.
• Prolonged periods of sitting at a desk and working on a computer may be required.
• Ability to lift/move/carry approximately 15 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division any “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Gulf Coast Bank & Trust Company and its subsidiaries is committed to a diverse and inclusive workforce. We are committed to equal employment opportunities without regard to race, color, genetic information, religion, sex, affectional or sexual orientation, gender identity or expression, age, marital status, military and veteran status, physical and mental disability, and any other characteristic protected by applicable law. We believe in attracting, retaining, and promoting quality talent and recognize that our diversity is critical to the success of the company.