Manager, Account Management

About the role

Covista is America's largest healthcare educator, serving more than 97,000 students and supported by a community of 385,000 alumni across five accredited institutions. Through personalized, tech-enabled education powered by 10,000 faculty and colleagues, Covista expands access to healthcare careers and addresses the U.S. healthcare workforce shortage at scale. Covista is the parent company of American University of the Caribbean School of Medicine, Chamberlain University, Ross University School of Medicine, Ross University School of Veterinary Medicine and Walden University. Our colleagues come from a wide range of backgrounds, business, academia, healthcare, government and nonprofits, and are part of a culture where doing exceptional work and making a meaningful difference for students and society aren't separate goals—they're one and the same.

Responsibilities

• Manages day-to-day operations and handling of all student issues
• Assesses and measures the effectiveness of services provided
• Affords assistance, design, and implementation of programs that foster student success and customer service
• Works in a contact center environment supporting students regardless of service modality
• Directs and manages an Account Management team and provides leadership in improving academic partner services
• Ensures that the department is appropriately staffed, including 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
• Develops, implements, and monitors schedules that provide effective coverage to ensure quality
• Counsels escalated student concerns and strives to resolve student financial aid issues in a timely and professional manner
• Maintains 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

Qualifications

• Bachelor's Degree Required or Master's Degree Preferred
• Four (4) years of combined professional experience
• Prior people management experience
• Experience working in a service oriented industry and environment
• Student Finance experience
• Experience in budget preparation, financial modeling and accounting management
• 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