Detailed Job Description
This position acts as the primary student contact service representative supporting all operations within the Student Navigation Center (SNC) and responsible for the collaboration, coordination and organization of all related activities. The student service representative exercises a high level of empowerment through independent judgment and autonomous decision-making; routinely makes decisions pertaining to registrar, financial aid and student account-related matters; performs duties requiring a high degree of problem solving, analysis, decision-making, and knowledge of the assigned functions; acts as a liaison contacting other campus constituents to resolve complex student issues; advises students on administrative matters within the student navigation center including but not limited to financial aid application completion, payment budgeting and course transferability. The student service representative is also responsible for maintaining and updating department training manuals, and the continuous improvement of SNC processes.
- Perform functions consistent with the planning, organization and direction of the area to assure quality and accountable service. Support operations of the SNC utilizing various computer and online solutions including, but not limited to PeopleSoft, OnBase, and Odyssey PCS. Ability to work a flexible schedule according to departmental needs. Complies with all federal and state regulations, laws, policies and procedures governing all facets of the one stop student center.
- Answer questions in person, on the phone, from e-mail, or written correspondence, neutralizing sensitive situations with professionalism and efficiency; empowered to resolve problems of varying complexity levels and address concerns and issues from students, parents, faculty, staff, collegiate departments, and other third parties in the following areas: registration, financial aid, student accounts/billing, student employment, ClipperCard and parking; cultivate trust in the SNC by offering quick and accurate answers to questions, reducing the need to escalate contacts or shuffle students.
- Use investigation techniques, professional judgment, empowerment and individual discretion, as appropriate; contact other university personnel to clarify complex situations, as necessary; follow through on issues until resolved, providing necessary correspondence and contact with students or third parties.
- Assist students with various enrollment transactions and payments utilizing Navigator student services and TouchNet payment services; when necessary, process registrations and payments, including but not limited to confirmation of student eligibility for tuition remission, vouchers and waivers; determine residency status; issue electronic permissions; enter/edit social security numbers; identify duplicate ID issues.
- Use professional judgment and empowerment as necessary, review account and registration histories; investigate appeals and supporting documentation to make determinations on fee waivers. Analyze accounts to determine if referrals to bursar, financial aid and/or registrar staff needs to be made; collaborate with appropriate staff on problem-solving when necessary.
- Print, distribute, receive, check for accuracy and process forms as needed from students, including but not limited to change of major/minor/concentration, internal transfer, transfer credit posting, leave of absence and name change; prepare documents for operations processing; verify receipt of student forms.
- Advise students by providing in-depth financial aid information to students and/or their parents concerning the Free Application for Federal Student Aid (FAFSA) and online FAFSA on the Web applications; conduct basic borrowing counsel with students and/or their parents; explain financial aid eligibility and disbursement of aid, as well as cost of attendance figures and estimated family contribution formulas; verify accuracy of documents; identify scholarship sources.
- Review/adjust student accounts, payment plan budgets and meal plans as necessary; post charges, receive payments and deposits, print invoices, print paid receipts, initiate emergency loans, issue refunds, process stop payment requests.
- Provide information including but not limited to Commonwealth Dual Enrollment, MAP-Works, Veterans’ Services, ClipperCard Program, Student Parking, Student Employment and new student orientations.
- Investigate and resolve service indicators/holds; counsel students as appropriate; add/delete service indicators/holds as necessary.
- Assist students with loan cancellations and reductions; counsel students with requests for leave of absence and official withdrawals.
- Use administrative systems to data enter and track applications and financial aid documents.
- Process registrar related documents, including but not limited to official student transcripts, unofficial transcripts, grade reports, transfer credit summaries, financial aid census letters and common application forms.
- Process transfer credit decisions, update existing transfer models; process course substitutions; confirm and enter test results.
- Understand the complexities of the multiple student groups, educational offerings, and term structures of the university’s student population.
- Receive and confirm applications for degree.
- Receive payment and/or issue student parking decals and ClipperCards.
- Balance daily payment transactions.
- Schedule appointments for third tier specialists in any of the supporting SNC offices when necessary.
- Provide web portal demonstrations to students, parents and other university staff.
- Represent SNC at university sponsored events.
- Update training and policy/procedures manuals; develop, document, and disseminate training documentation and curriculum to current and new staff; distribute new sections to staff.
- Support registrar’s office with commencement related functions, including but not limited to commencement ticket distribution.
- Demonstrates sensitivity to students with diverse backgrounds and learning styles.
- Serves as a role model and mentor for students as appropriate.
- Serves on committees as assigned by the Director, the Vice President for Enrollment Management and Student Life, and the President.
- Other duties as assigned.
- Baccalaureate degree required
- Minimum of three years of customer service in a higher education environment, preferably in the office of the Registrar, Bursar or Financial Aid
- Minimum two years’ experience working with little or no supervision and demonstrated use of independent and sound judgment in keeping with established university policies and procedures
- Knowledge of data processing techniques and the application of such techniques to student record keeping and registration
- Demonstrated ability to work autonomously to resolve complex student issues through the analysis analyzing of data and drawing conclusions to make appropriate recommendations
- Experience in understanding, explaining and applying the laws, rules, regulations, policies, procedures, specifications, standards and guidelines governing assigned unit activities
- Strong oral and written communication skills
- Experience in exercising discretion and handling confidential information
Special Instructions to Applicants:
- Master’s degree, preferably in student affairs
- Advanced knowledge of PeopleSoft student administration system
Please apply online and attach resume and cover letter.
Employment is contingent upon a completed background check satisfactory to the University. Internal candidates are not subject to background check. EEO Statement:
Salem State University is an equal opportunity/affirmative action employer. Persons of color, women and persons with disabilities are strongly urged to apply.
Apply Here: http://www.Click2Apply.net/kzgy44d