Executive Assistant 1

Details•San Diego, CA

2d•Onsite

About The Position

Provide excellent customer service while assisting all undergraduate/graduate students and parents with financial aid, registrar, and student account services. Perform technical and complex administrative work following federal, state, institutional, and private guidelines concerning financial aid, student account collections, registration policies, and FERPA regulations. This position is responsible for knowledge of federal and state regulations and USD policies as they relate to student eligibility for financial aid, registration, progress towards a degree, and student account requirements to maintain registration. Acts as primary reception for walk-in visitors and for incoming telephone calls, and email cases. Assists students and parents in solving short answer issues, directs them to self-help stations, processes payments, or directs them to see a counselor.

Requirements

High School diploma or GED equivalent required.
Three years of experience in a position that requires critical thinking, time management, customer service, and analytical skills required.
Education beyond a high school diploma may substitute for up to two years of experience at the rate of two years of education is equivalent to one year of experience.
Excellent internal and external customer service skills including, but not limited to, listening, oral and written communication, and empathy.
Ability to maintain confidential information and handle sensitive data with discretion and tact.
Ability to handle multiple tasks, deadlines, and time constraints calmly, accurately, and effectively.
Must be able to make appropriate decisions in a variety of scenarios while balancing the best interest of the student and the University.
Ability to work independently and as a member of a team.
Highly comfortable with technology, including the use of Microsoft Office Suite.
Excellent organization and time management skills.
Flexibility and openness to change.
Ability to exercise independent judgment when making decisions.
Ability to establish and maintain strong working relationships with colleagues, staff, administrators, students, and parents.

Nice To Haves

Bachelor’s degree preferred.
One year of experience processing payments and balancing a cash drawer preferred.
One year experience with Banner, Cash Net and CRM preferred.
Fluency in Spanish preferred. This position will assist students and families one-on-one in Spanish, both verbally and through written communication.

Responsibilities

Main point of contact for all Walk-in, Email Cases, and Telephone Inquiries: Assist students with detail-oriented information and at times difficult situations in a calm, courteous and accurate manner. Decide what action to take with every student. This includes resolving their question, instructing them how to perform their transaction or inquiry at the self-help stations, or referring them to a counselor.
Answer telephone and email cases when not serving walk-ins with the same courtesy and skill. Balance the time to do this with the requirements of calling students by projected wait time from the queue.
Assign incoming email and voicemail cases in a timely manner to counselors when appropriate based on complexity.
Provide excellent customer service by greeting all visitors to Torero Hub pleasantly and professionally.
Conduct a holistic review of the student’s account during every interaction and take the steps necessary to resolve all issues in a timely manner.
Instill confidence in all visitors that their question will be answered competently and completely. Make every attempt to resolve issues in a single interaction.
Partner with offices across campus as student’s advocate to resolve all issues in a timely manner.
Educate students how to use the MySanDiego portal to handle routine transactions from any computer allowing the Torero Hub staff to focus on and resolve more intricate issues.
Educates Student Assistants and Graduate Assistants on Torero Hub and University policies and procedures.
Assigns tasks and prioritizes workload on a continuing basis for Student Assistants and Graduate Assistants.
Monitors customer service skills of student staff to ensure they are of the highest quality.
Demonstrates initiative in performing tasks and looking for areas of improvement in office procedures, customer service, and office maintenance.
Responsible for keeping accurate inventory of office supplies including ordering when inventory reaches re-order points.
Maintains office machines and handles or distributes incoming faxes.
Orders catering, makes room reservations, schedules meetings, and coordinates with vendors as appropriate.
Other projects, tasks, and reports as assigned.