CRM & Telecommunications Coordinator
Texas A&M University Commerce

Job Info

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Job TitleCRM & Telecommunications CoordinatorAgencyTexas A&M University - CommerceDepartmentFinancial AidProposed Minimum SalaryCommensurateJob LocationCommerce, TexasJob TypeStaffJob Description

INSTRUCTIONS TO APPLICANT:

During the application process the "My Experience" page has a section provided "Attachments (Resume/CV, References, Cover letter, etc.)" to upload required documents.

• Use the Upload button to add each document.
• You will be able to upload up to 5 documents. Be aware that the maximum size allowed for any one document is 5MB.
• All documents must be electronically submitted through the Texas A&M Online Employment Services website to be considered.
• Incomplete or improperly submitted applications may be excluded from consideration.

Please provide the following documents:

• Cover Letter
• Resume/CV
• Three professional references with complete contact information (Unsolicited letters of recommendation will not be considered).
• Transcripts (Unofficial will be accepted with application. Official transcripts are required at time of verbal offer).
  If transcripts are from an international institution, it is the responsibility of the applicant to have the transcripts translated and evaluated by an approved credential evaluator.

Please do not withdraw your application in an attempt to upload a missing document. If you need assistance with this or any other matter, please contact us at HR.Hiring@tamuc.edu.

SUMMARY:

The CRM & Telecommunications Coordinator, under general direction, serves as a subject matter expert for the Office of Financial Aid and Scholarships, as well as, provides and promotes service excellence through courteous, informed, accessible and professional engagement. Leads, develops and enhances financial aid communications relevant to the continuous quality improvement of the student experience within the Office of Financial Aid and Scholarships. Provides leadership, administrative effectiveness and financial aid services, through an emphasis on individual attention to students and high quality customer service. Counsels and corresponds with prospective, current and former students on matters pertaining to financial aid while also providing students with accurate information regarding the application process, including federal, state, institutional and loan programs. Provides support to the Associate Director of Financial Aid & Scholarships, as well as, leadership and direction to assigned staff.

DUTIES & RESPONSIBILITIES (15 or less):

• Serve as primary department contact for Enrollment Management Marketing staff.
• Coordinate maintenance of customer relationship management (CRM) technology, including the division's chat bot.
• Work closely with Enrollment Management technical support staff to insure proper function of CRM technology.
• Under the direction of the Associate Director, assist Enrollment Management Marketing staff with development of marketing materials for prospective students, including new freshman and transfer student estimated award letters.
• Create content for department social media platforms, Facebook, Instagram, and Twitter, and market these accounts to increase student engagement.
• Under the direction of the Associate Director, develops annual student cost of attendance budgets.
• Develop and maintain process guides for the calculation of student cost of attendance budgets.
• Makes recommendations to current student communications and oversees implementation through CRM.
• Coordinate student financial aid advising appointments through designated software platform and Front Lobby staff.
• Oversee timely and accurate communications to students from department's general financial aid inbox and ticket escalations from Enrollment Support Specialists.
• Oversee timely review of student drop list and coordinate with designated staff to perform student outreach that furthers university retention goals.
• Serve as a trained backup committee member for financial aid appeals and special circumstances.
• Provide support to current and prospective students.
• Assist with training of new hires for the Financial Aid Office and Front Line staff.
• Provide support to the Associate Director of Financial Aid and Scholarships.

MINIMUM REQUIREMENTS:

• Education: Bachelor's degree or an equivalent combination of education and experience.
• Experience / Knowledge / Skills: Three (3) years related experience. Knowledge of Microsoft Office Suite. Oral and written communication skills. Customer service skills.

• Ability to: Ability to multitask and work cooperatively with others. Ability to use technology to automate processes. Ability to work with sensitive information and maintain confidentiality.

• Requires: Some evening, weekends and travel. Hybrid work option available, stipulations may apply.
• Licensing/Professional Certifications: None
• Physical Requirements: None
• Other Requirements: Must be in good standing on any Federal student loans.

PREFERRED EDUCATION / SKILLS/ EXPERIENCE:

Degree in Marketing, Mass Communications, or related field. Experience in organization, planning or in higher education preferred. Bilingual preferred. A thorough and working knowledge of federal, state, and Texas A&M University- Commerce laws, regulations, practices and procedures pertaining to student financial aid a plus. Ability to access all Department of Education delivery systems. A thorough and working knowledge of BANNER.

SUPERVISION OF OTHERS:

Full time staff

All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution's verification of credentials and/or other information required by the institution's procedures, including the completion of the criminal history check.

Equal Opportunity/Affirmative Action/Veterans/Disability Employer committed to diversity.

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