Associate Student Services Counselor

Grand Canyon Education • Phoenix, AZ

2d • Onsite

About The Position

The Associate Student Services Counselor (ASSC) counsels continuing students and/or parents regarding university policy and procedures, registration, progression requirements (focused on graduation date expedition), and payment options (focused on responsible borrowing). They provide assistance to continuing students regarding policies and procedures and ensure students’ progress through programmatic milestones. The ASSC collects all required paperwork and documents for progression requirements and selected payment options (including FAFSA reapplication). They 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. The ASSC ensures 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. They work with students to ensure understanding of the registration process and/or the steps to modify registration are communicated prior to the term commencing. The ASSC resolves 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. They resolve any outstanding C-Codes for continuing students via the Office of Financial Aid, including verification documents. Throughout the duration of the students’ programs, the ASSC monitors student schedules to ensure only applicable courses related to degree are selected and satisfactory academic performance. They work with all Graduation Teammates to ensure students understand their financial package, answering questions and eliminating concerns about funding opportunities/logistics. The ASSC ensures students’ accounts are accurate and in good standing with plans in place if necessary. They collect and review required University payment option documents for accuracy. The ASSC maintains accounts to include balance resolution and accounts receivable collection and processing modifications through duration of program. They understand the operating procedures of other departments and incorporate those elements into daily workflow. The ASSC serves as a student advocate to navigate through university policy and procedure. They follow all policies, procedures, and compliance guidelines. The ASSC works closely with cross functional and support departments to update student information and to resolve student issues. They academically and financially clear new and continuing students prior to each course start date. The ASSC collects and reviews required University and payment option documents ensuring accuracy of information is submitted. They maintain accounts to include balance resolution and accounts receivable collection. The ASSC regularly monitors student activity, GPA, and other components for academic progress. They provide information to students to complete the graduation application. For students in class, not posting, the ASSC finds out why students are not attending their scheduled course and takes the 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. For At Risk students, they offer resources. For missing documents, they remind students to submit any missing documents. For New Student Orientation, they confirm students watched videos. For Christmas Break Calls, they remind students to attend class after the break. They confirm Re-entry return dates; not automated, must apply to all SSCs as this can impact multiple effectiveness scores (Active, Re-entry, A/R). They contact students for Verification Identity calls; not automated, must apply to all SSCs as this can impact multiple effectiveness scores (Active, Missing docs, A/R, Collections). They perform scheduling clean-up (student teaching); not automated, must apply to all SSCs as this can impact multiple effectiveness scores (Active, A/R) plus timely graduation. ASSC cannot take action on behalf of a student coded to another SSC outside of the approved duties as assigned. They adhere to all University and/or DOE policies, procedures, and compliance guidelines. They consistently meet deadlines and performance expectations set by university leadership team. They understand and learn all software programs/systems to effectively assist students. They communicate succinctly and in a professional manner in all interactions. Other duties as assigned.

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.

Responsibilities

• Counsels continuing students and/or parents regarding university policy and procedures, registration, progression requirements (focused on graduation date expedition) and payment options (focused on responsible borrowing).
• Provides assistance to continuing students regarding policies and procedures and ensures students’ progress through programmatic milestones.
• Collects all required paperwork and documents for progression requirements and selected payment options (including FAFSA reapplication).
• Financially clears 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.
• Ensures 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.
• Works with students to ensure understanding of the registration process and/or the steps to modify registration are communicated prior to the term commencing.
• Resolves 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.
• Resolves any outstanding C-Codes for continuing students via the Office of Financial Aid, including verification documents.
• Monitors student schedules to ensure only applicable courses related to degree are selected and satisfactory academic performance.
• Works with all Graduation Teammates to ensure students understand their financial package, answering questions and eliminating concerns about funding opportunities/logistics.
• Ensures students’ accounts are accurate and in good standing with plans in place if necessary.
• Collects and reviews required University payment option documents for accuracy.
• Maintains accounts to include balance resolution and accounts receivable collection and processing modifications through duration of program.
• Understands the operating procedures of other departments and incorporates those elements into daily workflow.
• Serves as a student advocate to navigate through university policy and procedure.
• Follows all policies, procedures, and compliance guidelines.
• Works closely with cross functional and support departments to update student information and to resolve student issues.
• Academically and financially clears new and continuing students prior to each course start date.
• Collects and reviews required University and payment option documents ensuring accuracy of information is submitted.
• Maintains accounts to include balance resolution and accounts receivable collection.
• Regularly monitors student activity, GPA, and other components for academic progress.
• Provide information to students to complete the graduation application.
• Finds out why students are not attending their scheduled course and takes the 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 student 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 (student teaching).
• Adheres to all University and/or DOE policies, procedures, and compliance guidelines.
• Consistently meets deadlines and performance expectations set by university leadership team.
• Understands and learns all software programs/systems to effectively assist students.
• Communicates succinctly and in a professional manner in all interactions.
• Other duties as assigned.

Benefits

• Employment is contingent upon the satisfactory outcome (as determined by the university) of pre-employment screening activities, including a background check.
• For assistance with your job application please use our External Candidate Job Application Guide.
• All staff candidates will be asked to review GCE’s staff expectations as part of the application process.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level