Assistant Director of Applicant Care (Finance)

The Assistant Director of Applicant Care is responsible for ensuring excellent customer service and supervising Advisors and International Student Ambassadors. This role focuses on delivering exceptional support to undergraduate international applicants, their families, external partners, and guidance counselors.This position requires a Bachelor's degree from a regionally accredited institution with a minimum
of four years related exempt experience, including two years of supervisory experience.The University of South Florida is a high-impact global research university dedicated to student success. Over the past 10 years, no other public university in the country has risen faster in U.S. News and World Report's national university rankings than USF. Serving more than 50,000 students on campuses in Tampa, St. Petersburg and Sarasota-Manatee, USF is designated as a Preeminent State Research University by the Florida Board of Governors, placing it in the most elite category among the state's 12 public universities. USF is a member of the American Athletic Conference.
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Working at USF
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With more than 16,000 employees at USF, the University of South Florida is one of the largest employers in the Tampa Bay region. At USF you will find opportunities to excel in a rich academic environment that fosters the development and advancement of our employees. We believe in creating a talented, engaged and driven workforce through on-going development and career opportunities. We also offer a first class benefit package that includes medical, dental and life insurance plans, retirement plan options, tuition program and generous leave programs and more.
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To learn more about working at USF please visit: Work Here. Learn Here. Grow Here .• Supervise and monitor the performance of Advisors and International Student Ambassadors.
• Provide regular feedback and foster a culture of applicant-centered support.
• Act as a point of escalation for complex applicant inquiries and ensure timely resolution of issues.
• Implement strategies to enhance applicant satisfaction throughout the admissions process, from application to enrollment.
• Oversee daily operations for the call center and walk-ins, ensuring adequate staffing to respond to high volumes of inquiries.
• Manage email queues to ensure timely responses to applicant inquiries and resolution of issues.
• Monitor service levels to identify trends or recurring issues and implement solutions to improve response efficiency.
• Resolve recurring issues using established protocols, such as discrepancies between external documents and the admissions system.
• Performs other duties as assigned.