Reporting to the Director of Customer Experience and collaborating closely with the Dean and Student Financial Services (SFS) management team, the Senior Assistant Director for Customer Service at NU Oakland oversees service delivery for student aid, accounts and employment, across in-person, electronic, and telephony interactions. This position monitors customer traffic patterns and service demand to ensure the team consistently meets service level expectations for response times, communication clarity, informational accuracy, and issue resolution. The Senior Assistant Director provides direct customer support, resolving both routine inquiries and complex or escalated cases with professionalism and expertise.
This position manages on-ground operations by recruiting, training, and supervising a small, dedicated team of two frontline staff who address student inquiries related to financial aid, student accounts, and student employment. This role also includes oversight of student workers who provide on-site triage and check-in support.
As the Oakland campus point of contact for SFS, the Senior Assistant Director coordinates daily with Boston-based SFS staff, unit leaders, and management to maintain operational alignment and service consistency. This role requires comprehensive knowledge of SFS policies, procedures, workflows, and regulatory requirements, along with sound judgment to determine when to handle inquiries independently versus when to escalate matters to centralized support teams.
The Senior Assistant Director actively participates in recruitment and yield events, delivering presentations and supporting outreach programming, tabling initiatives, and campus engagement activities.
This position requires on-site presence five days per week.
1. Oversees service delivery for student aid, accounts, and employment across in-person, electronic, and telephony channels. Monitors customer traffic patterns and service demand to ensure consistent achievement of service level expectations for response times, communication clarity, informational accuracy, and issue resolution.
2. Provides expert customer service by resolving routine inquiries and managing complex or escalated cases with professionalism and subject matter expertise.
3. Recruits, trains, supervises, and evaluates two frontline staff members and a team of student workers, ensuring high-quality service delivery and professional development.
4. Maintains comprehensive, current knowledge of SFS policies, procedures, workflows, and regulatory requirements to ensure accurate guidance and compliant operations.
5. Exercises sound judgment to determine appropriate case ownership, effectively triaging inquiries between local resolution and escalation to centralized support teams.
6. Actively participates in recruitment and yield events by delivering presentations, staffing information tables, and supporting outreach programming and campus engagement initiatives.
Sr Assistant Director - Student Financial Services • Oakland, CA, United States
Senior Assistant Director for Customer Service.Reporting to the Director of Customer Experience and collaborating closely with the Dean and Student Financial Services (SFS) management team, the Sen... Show more
LiveRamp is the data collaboration platform of choice for the world's most innovative companies.A groundbreaking leader in consumer privacy, data ethics, and foundational identity, LiveRamp is sett... Show more
Director of Leadership Philanthropy.The successful candidate will be in the San Francisco office three times a week.The California Academy of Sciences is one of the largest natural history museums ... Show more
Job DetailsJob Location: North Fair Oaks Branch - Redwood City, CA 94063 Do you possess a broad knowledge of financial products and services? Would you like to work at a collaborative organization ... Show more
Under direction of the Assistant Dean of Students, the Administrative Assistant III will facilitate the daily activities of the San Francisco Peninsula Campus (SFPC), and serve all SFPC students, f... Show more
West Portal - San Francisco, CA 94127.Salary Position Type Full Time Education Level Completed Bachelor's Degree or higher Travel Percentage Up to 50%.At C2 Education, we believe in our students an... Show more
Assistant Principal for Student Life.Junpero Serra High School is a Catholic college preparatory school for boys located in San Mateo, California, in the heart of the San Francisco Peninsula.For ne... Show more
SEIU Local 1021 Membership Director.SEIU Local 1021 was founded in 2007 when 10 local unions came together in northern California to form one larger, more powerful union.Together our members are bu... Show more
Location: Northern or Southern California (Flexible for Future Opportunities).Agemark Senior Living is building a pipeline of future Executive Director talent across our communities.This is a uniqu... Show more
The Assistant Director of Finance is responsible for providing consistent leadership in the financial area of the hotel by supplying the accounting staff with guidance and training.He/she is also r... Show more
Senior Director Of Economic Advancement Centers (EAC).JobTrain's mission since 1965, is to help those most in need to succeed.We deliver best in class career training, education, and employment ser... Show more
Assistant Director of Housekeeping.To assist the Director of Housekeeping in maintaining an orderly and clean property.Maintain complete knowledge of and comply with all departmental policies, serv... Show more
Full-Time San Jose 1691 health center, San Jose CA.Provides direct service in all the health center specific areas including, sexual and reproductive health, abortion, as appropriate to scope of se... Show more
Senior Strategic Finance Leader.Visa is seeking a senior strategic finance leader to join the Value-Added Services (VAS) Central Finance team.As a Senior Director within Central Finance, this role ... Show more
Associate Director, Strategic Finance.At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world.Our efforts enable life-changing di... Show more
Financial Systems Associate Director.Location: SF or LA Metro Areas.Compensation: $110,000 - $130,000 per year, exempt.We develop, own, and manage multi-family supportive housing and licensed resid... Show more
TIME is a 103-year-old global media brand and one of the most trusted names in journalism.TIME's mission is to provide trusted guidance about the ideas and people who shape and improve the world.To... Show more
PEPI - CFO Services – Director.A&M CFO Services work with private equity held portfolio companies and provide our clients with solutions to preserve and generate value for their businesses.Our goal... Show more
Financial Solutions Advisor Stage I (FSA I).The following laws or regulations restrict or prohibit the hiring of individuals with certain specified criminal history for the position: FDIC, Safe Act... Show more
Baseten Strategic Finance Professional.Baseten powers mission-critical inference for the world's most dynamic AI companies, like Cursor, Notion, OpenEvidence, Abridge, Clay, Gamma and Writer.By uni... Show more
