Associate Student Services Counselor - Online Division - Grand Canyon University

Grand Canyon Education•Phoenix, AZ

43d•Onsite

About The Position

This role focuses on providing comprehensive support to continuing students within the Online Division of Grand Canyon University. The Associate Student Services Counselor (ASSC) will guide students through university policies, registration processes, academic progression, and payment options, with a strong emphasis on ensuring timely graduation and financial clearance. The ASSC acts as a student advocate, resolving issues across various university departments and maintaining accurate student records. This position requires excellent communication, organizational, and problem-solving skills, along with proficiency in relevant software and the ability to work in a fast-paced environment.

Requirements

Bachelor’s degree from a regionally accredited institution
1-3 years in education industry preferred; or equivalent experience in inbound/outbound call center.
Must be available to work varied shifts, including evenings, weekends, or holidays.
Must successfully pass background investigations.
Superior customer service skills and representation of GCE and all university partners in a highly professional manner.
Excellent communications with a good command of the English language and interpersonal skills with the ability to influence and persuade.
Responds to student/parent questions and concerns in a timely manner providing appropriate information.
Must maintain confidentiality of information.
Proficient with MS Office suite, (Word, Outlook, Excel, PowerPoint) and comfortable with navigating and maneuvering other databases and software becoming proficient with company systems within a short period of time.
Ability to work in a high-volume, fast-paced work environment with constant phone or in-person contact with students on a daily basis.
Must have good critical thinking and judgment.
Excellent planning, organizational, multi-tasking, case-management and follow up skills.
An ability to help and guide students to clarify academic needs and objectives.
Thorough and current knowledge of university partner educational programs, financial aid requirements, financial policies, plans, and options.
Good attention to detail and analytical.
Good time management skills to meet required timelines.
Ability to work both independently and collaboratively and cooperatively as a team member and willing to learn and work other student services’ functions.

Nice To Haves

1-3 years in education industry preferred

Responsibilities

Counsel continuing students and/or parents regarding university policy and procedures, registration, progression requirements, and payment options.
Provide assistance to continuing students regarding policies and procedures and ensure students’ progress through programmatic milestones.
Collect all required paperwork and documents for progression requirements and selected payment options (including FAFSA reapplication).
Financially clear students, ensuring all matters are appropriately addressed well in advance of a course start, incorporating funding strategies as needed to keep students in attendance, progressing toward their scheduled graduation date.
Ensure all matters or issues related to academic compliance are addressed and/or resolved well in advance of a course start, incorporating intervention strategies, as needed, to keep students in attendance, progressing toward their scheduled graduation date.
Work with students to ensure understanding of the registration process and/or the steps to modify registration are communicated prior to the term commencing.
Resolve any outstanding matters for continuing students via multiple University departments, which may include the Office of Academic Records, Classroom Operations, the Colleges, or others as required.
Resolve any outstanding C-Codes for continuing students via the Office of Financial Aid, including verification documents.
Monitor student schedules to ensure only applicable courses related to degree are selected and satisfactory academic performance.
Work with Graduation Teammates to ensure students understand their financial package, answering questions and eliminating concerns about funding opportunities/logistics.
Ensure students’ accounts are accurate and in good standing with plans in place if necessary.
Collect and review required University payment option documents for accuracy.
Maintain accounts to include balance resolution and accounts receivable collection and processing modifications through duration of program.
Understand the operating procedures of other departments and incorporate those elements into daily workflow.
Serve as a student advocate to navigate through university policy and procedure.
Follow all policies, procedures, and compliance guidelines.
Work closely with cross functional and support departments to update student information and to resolve student issues.
Academically and financially clear new and continuing students prior to each course start date.
Collect and review required University and payment option documents ensuring accuracy of information is submitted.
Maintain accounts to include balance resolution and accounts receivable collection.
Regularly monitor student activity, GPA, and other components for academic progress.
Provide information to students to complete the graduation application.
Identify reasons students are not attending their scheduled course and take appropriate steps based on the student’s needs, which can include providing resources, sending an alert to the SSC to process an LOA, withdrawal, or schedule modification.
Offer resources to at-risk students.
Remind students to submit any missing documents.
Confirm students have watched New Student Orientation videos.
Remind students to attend class after the Christmas break.
Confirm re-entry return dates.
Contact students for Verification Identity calls.
Perform scheduling clean-up for student teaching.
Adhere to all University and/or DOE policies, procedures, and compliance guidelines.
Consistently meet deadlines and performance expectations set by university leadership team.
Understand and learn all software programs/systems to effectively assist students.
Communicate succinctly and in a professional manner in all interactions.
Perform other duties as assigned.