Manager, Account Management (Hybrid/Columbia, MD)

Adtalem

At Adtalem Global Education, we seek to empower students and members to achieve their goals, find success and make inspiring contributions to our global community. Adtalem is a leading healthcare educator that partners with organizations to proactively address future workforce needs and empowers career development with access to world-class academic curriculums, certifications and training programs across the medical and healthcare industries.

Adtalem institutions and companies include: American University of the Caribbean School of Medicine, Chamberlain University, Ross University School of Medicine, Ross University School of Veterinary Medicine, and Walden University. (NYSE: ATGE; member S&P MidCap 400 Index) For more information, please visit adtalem.com.

Opportunity at a Glance

The Manager, Account Management is responsible for the overall processes, training, evaluation and support for student finance/accounts receivable services.  The Manager, manages day to day operations and handling of all student issues, as well as assessing and measuring the effectiveness of services provided.  This position may also assist, design and implement programs that foster student success and customer service as well as contribute to the accomplishment of the operational objectives for the academic partners and organization.  Works in a contact center environment that supports students regardless of service modality. Reports directly to the Director, Student Finance. This leader is charged with being a role model for the organization TEACH values and fosters a culture of CARE consistent with organization's mission, vision, and purpose.

Responsibilities

• Directs and manages an Account Management team and provides leadership in order to continually improve academic partner services.

• Provides leadership to promote and maintain integrity, accuracy and timeliness in the delivery of service and advisement to students, ultimately ensuring a positive student experience.

• Ensures that the department is appropriately staffed which includes interviewing candidates, making hiring/promotion decisions, and ensuring all colleagues understand their role and responsibility.

• Evaluates and reviews current customer service practices and processes and advises management on recommendations for improvement.

• Provides management with tracking, reporting, and assessment of outcomes.

• Leads in the development of Account Management Representatives that have an integral role in the overall customer service initiative.

• Develops, implements, and monitors schedules that provide effective coverage to ensure quality.

• May prepare department staffing and budget plans and maintain adequate staffing while remaining within service level.

• Counsels escalated student concerns and strives to resolve student financial aid issues in a timely and professional manner.

• Demonstrates and communicates current, detailed and accurate knowledge of University policies, Title IV, Military/Veteran’s Affairs, international and state regulations to prospective and current students. Communicates the policies and procedures in a manner that displays deep understanding of the rationale and the value of the policy or procedure to the student.

• Ensures that staff has the needed tools and resources to assists applicants/students with making informed tuition and investment decisions by providing accurate and helpful Student Finance counsel.

• Identify and shares best practices with the department members to ensure that all staff members continuously provide and improve the Adtalem Global Education student experience.

• Maintain a thorough understanding of all Student Finance programs, policies and procedures.

• May assist with designing and presenting any special reports/projects for accreditation and state approval process.

• Completes other duties as assigned.
• Complies with all policies and standards.

• Bachelor's Degree required.
• Master's Degree preferred.
• 4 years of combined professional experience of people management, experience working in a service-oriented industry and environment, and Student Finance experience. 
• Experience in budget preparation, financial modeling and accounting management preferred.
• Must have knowledge of federal and state financial aid rules and regulations.
• PC skills in Microsoft Office and financial aid software.
• Understand and support internal and external customer needs.
• Exceptional leadership, critical thinking, organization and interpersonal communication skills.
• Ability to interact with all levels of the organization and work in a fast paced environment.
• Ability to work independently and make sound decisions without supervision or direction.
• Specifically, knowledge of principles, practices, methodology, and procedures for the provision of student financial aid and knowledge of federal and state financial aid laws.
• Proven ability to set deadlines and ensure projects are complete.
• Strong presentation skills and prior experience speaking in front of senior leadership

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $59,923 and $108,334. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Adtalem’s Flexible Time Off (FTO) Policy
• 12 Paid Holidays
  
  For more information related to our benefits please visit: https://careers.adtalem.com/us/en/benefits.

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation