Supervisor, Military and Veteran Benefits

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.Do you enjoy leading teams and aiding in employee development? Do you posses strong interpersonal communication skills and relish opportunities to collaborate interdepartmentally? Are you a natural trailblazer, excited by opportunities to innovate and grow? Then this could be the role for you. The ideal candidate for our Supervisor, Military & Veterans Benefits- Student Support role will demonstrate a high aptitude for emotional intelligence and conflict resolution/de-escalation. Additionally, strong written and verbal communication is essential for success in this position and an ideal candidate will be able to articulate their thoughts, ideas and opinions in a concise, respectful and professional manner. Experience managing phone teams, call queues, and multi-line phone systems is preferred and will be highly valuable for this position. If you are a consummate professional, determined to deliver exceptional customer service to your stakeholders please review the job description below to apply.Essential Functions and Responsibilities: Monitor the Military Support Queues daily for number of cases, case status’, and response times.Coordinate and assign cases out to the support staffCollaborate with Manager on team member productivity and discuss any training or corrective action neededSupervise the department’s cross-training initiativeSchedule professional development training time for each team memberCoordinate required training and conferences for the Military Support teamEnsure records are up to date for VA complianceResponsible for ensuring that the Team calendar is up to date and all department functions are coveredResponsible to review and give first approval of team member’s time off requestsApprove and supervise employees’ work schedulesProvide oversight on cases involving student issues with benefits, invoices, and paymentsAttend at least one Military Training or Conference per yearSchedule and set up monthly departmental meetingsWork closely with internal departments such as Finance, Financial Services, and Financial Aid, and their team leaders and/or supervisors to resolve military student issues and concerns in a timely mannerCoordinate Presentations to Mentor and other WGU teamsProvide back-up for TA, invoicing, Chapter 31 processing, VA-Once certifications, Payments, and other team functions when required.Knowledge, Skill and Abilities:Problem identification and problem-solving skills Strong interpersonal skills and ability to work with diverse populationsExcellent writing and documentation skillsWilling to be a proactive member of a teamSelf-starter and self-directedAbility to accept direction from program supervisorWell organizedAttentive to detailAble to multi-task and prioritize tasksAble to effectively communicate with team membersQualificationsMinimum Qualifications:High School diploma required3 years' experience with VA and DOD benefit programs and requirements1-year experience managing a teamExtensive Knowledgeable, Banner, Enrollment ManagerMilitary Tuition Assistance ExperienceExperience working with veterans and deep understanding of veterans’ needsExceptional written and verbal communication skillsExperience working with veterans and a deep understanding of veteran needsPreferred Qualifications:Bachelor's degree preferred or equivalent work experience and education desired. Two years of experience in a higher education setting2 years experience managing a phone teamContact center experienceThe salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:Pay Range: $52,100.00 - $86,000.00How to apply: apply onlineFull-time Regular Positions (FT classification, standard working hours = 40)This is a full-time, regular position that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.The University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.