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 staff
• Collaborate with Manager on team member productivity and discuss any training or corrective action needed
• Supervise the department’s cross-training initiative
• Schedule professional development training time for each team member
• Coordinate required training and conferences for the Military Support team
• Ensure records are up to date for VA compliance
• Responsible for ensuring that the Team calendar is up to date and all department functions are covered
• Responsible to review and give first approval of team member’s time off requests
• Approve and supervise employees’ work schedules
• Provide oversight on cases involving student issues with benefits, invoices, and payments
• Attend at least one Military Training or Conference per year
• Schedule and set up monthly departmental meetings
• Work 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 manner
• Coordinate Presentations to Mentor and other WGU teams
• Provide 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 populations
• Excellent writing and documentation skills
• Willing to be a proactive member of a team
• Self-starter and self-directed
• Ability to accept direction from program supervisor
• Well organized
• Attentive to detail
• Able to multi-task and prioritize tasks
• Able to effectively communicate with team members

Qualifications

Minimum Qualifications:

• High School diploma required
• 3 years' experience with VA and DOD benefit programs and requirements
• 1-year experience managing a team
• Extensive Knowledgeable, Banner, Enrollment Manager
• Military Tuition Assistance Experience
• Experience working with veterans and deep understanding of veterans’ needs
• Exceptional written and verbal communication skills
• Experience working with veterans and a deep understanding of veteran needs

Preferred Qualifications:

• Bachelor's degree preferred or equivalent work experience and education desired. 
• Two years of experience in a higher education setting
• 2 years experience managing a phone team
• Contact center experience

#LI-Remote #LI-ES1

The 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:
 

How to apply: apply online

Full-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.