Counselor II, Student Services

Kent State•New Philadelphia, OH

5d•Onsite

About The Position

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 designated supervisor.

Requirements

Bachelor’s degree and three years’ experience within a financial aid, registrar or bursar office OR a combination of education and experience equivalent to seven years of related experience in financial aid, registration, student accounts or other financial related experience (billing, accounting, etc.).
Knowledge Of: Higher education organizational structure
Knowledge Of: Financial aid, registration, and/or student billing
Knowledge Of: Customer relation management (CRM) systems
Knowledge Of: Student information systems
Knowledge Of: Microsoft Office Suite
Knowledge Of: Family Educational Rights and Privacy Act (FERPA)
Skill In: Development and delivery of engaging presentations
Skill In: Written/verbal and interpersonal communication
Skill In: Building and motivating productive and enthusiastic teams to fulfill the mission of the organization
Skill In: Problem-solving / problem resolution
Ability To: Provide exemplary customer service
Ability To: Communicate complex concepts clearly and concisely (via various methods of communication; in-person, phone, email, instant messaging chat)
Ability To: Demonstrate leadership and direction
Ability To: Adapt to new technology, software, and procedures as required
Ability To: Plan and direct work activities to manage time effectively and set priorities
Ability To: Exercise discretion in distributing and receiving information of a confidential and sensitive nature
Ability To: Communicate effectively with the University community
Ability To: Multi-task while managing multiple projects and assignments
Ability To: Work varied hours to include evenings and weekends during peak periods
Must pass a security check.

Nice To Haves

Master’s degree.
Experience in a One Stop or Student Services Center.

Responsibilities

Provide start-to-finish 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 university website for purposes related to registration/enrollment, student records, student accounts, and financial aid.
Provide referrals to other university offices/partners as needed.
Provide presentations to students and parents/families.
May supervise student employees.
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.