Education Services Support Team Manager

Summary

The Education Services Support Team Manager is responsible for managing the operational functions of the bank’s Tuition & Fee Management online platform. This role oversees the integrity of departmental policies and procedures, ensures efficient performance of the support team, and serves as a key resource for platform operations. Additionally, this role provides leadership to the embedded support team, ensuring high-quality service delivery and adherence to compliance standards.

 *This position is required to report in-office and is located at 201 Huey P Long Ave, Gretna, LA.

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.

EDUCATION/TRAINING/EXPERIENCE/SKILLS NECESSARY TO PERFORM SUCCESSFULLY:

• Minimum 5 years banking experience / High School Diploma 
• 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

ADDITIONAL REQUIREMENTS:

• Must adapt to flexible work hours 
• In-office position
• Must be able to lift up to 15 pounds at a time
• Travel requirements expected – must have own transportation