Counselor I, One Stop Student Services

To provide customer service in a comprehensive student service unit that provides integrated cross-functional service in the areas of registration/enrollment, student records, student accounts, financial aid, and student financial counseling to all University constituents including students (prospective, current, former and alumni), parents/families, staff, faculty and other campus community members. Reports to Counselor III, One Stop Student Services (Division of Enrollment Management).

Additional Basic Function – if applicable:

Examples of Duties:

Duties/essential functions may include, but not be limited to, the following:

Provide start-to-finish One Stop student services using judgment and discretion in both simple and complex issues involving minimal supervisory guidance.

Deliver a holistic counseling experience related to course enrollment information, academic records, financial aid, billing and payment with a continuous focus on academic success and degree progress, financial wellness, student retention and graduation rates.

Investigate, problem-solve, and resolve questions and issues from students (current, former and alumni) and parents/families related to financial aid, registration, student accounts, and financial wellness.

Assist students/families with navigation of the University student portal, mobile ap., and/or One Stop website for purposes related to registration/enrollment, student records, student accounts, and financial aid.

Provide referrals to other university offices/partners as needed.

Ensure the security and confidentiality of all student record information and submitted documentation to comply with Federal Educational Rights and Privacy Act (FERPA).

Work closely with the Financial Aid, Registrar and Bursar Offices to ensure accuracy of information.

Develop and maintain a culture that supports student success and the mission of integrated enrollment services.

Assist with special projects.

Perform related duties as assigned.

Additional Examples of Duties – if applicable:

Minimum Qualifications:

Bachelor’s degree and three months’ experience in financial aid, registration, or student accounts, or other financial related experience (billing, accounting, etc.).

OR

A combination of education and experience equivalent to four years of related experience in financial aid, registration, student accounts, or other financial related experience (billing, accounting, etc.).

License/Certification:

Not applicable.

Knowledge Of:

Higher education organizational structure

Financial aid, registration, and/or student billing *

Customer relation management (CRM) systems *

Student information systems *

Microsoft Office Suite

Family Educational Rights and Privacy Act (FERPA)

Skill In:

Written/verbal and interpersonal communication *

Building and motivating productive and enthusiastic teams to fulfill the mission of the organization *

Problem-solving / problem resolution

Ability To:

Provide exemplary customer service *

Communicate complex concepts clearly and concisely (via various methods of communication; in-person, phone, email, instant messaging chat) *

Adapt to new technology, software, and procedures as required *

Plan and direct work activities to manage time effectively and set priorities

Exercise discretion in distributing and receiving information of a confidential and sensitive nature

Communicate effectively with the University community

Multi-task while managing multiple projects and assignments *

Work varied hours to include evenings and weekends during peak periods

Preferred Qualifications – if applicable:

Bachelor's degree and one to two years’ experience in financial aid, registration or student accounts/bursar.

Assessments:

Asterisk (*) indicates knowledge, skills, abilities which require assessments

Working Conditions / Physical Requirements:

Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently to move objects. Incumbent must be able to communicate with others. May require occasional travel on and off-campus.

Working Schedule:

WORK VARIED HOURS TO INCLUDE EVENINGS AND WEEKENDS DURING PEAK PERIODS

Additional Information: