One Stop Guide

PARKER UNIVERSITY•Dallas, TX

About The Position

Are you interested in building a career that makes a difference and creates a legacy? Parker University, the fourth-fastest growing college in Texas and the fastest-growing college in Dallas, is currently searching for One Stop Guide to join our rapidly expanding team! We are seeking individuals who desire to use their unique skills to innovate and make an impact. The One-Stop Guide provides a high-touch, professional experience by supporting prospective and enrolled students, families, and the public throughout the enrollment lifecycle, delivering responsive customer service across multiple communication channels, and collaborating with campus departments to ensure accurate, comprehensive support for admissions, records, registration, financial aid, and student accounts.

Requirements

High School Diploma or equivalent required.
Minimum of 3 years of work experience in a high-touch customer-facing role across industries such as higher education, service, retail, or other relevant customer service industries.
Must be in and maintain good standing with the Department of Education for continued employment.
Working knowledge of federal and state financial aid programs and business practices and procedures, and regulations as they relate to higher education.
Excellent customer service skills including tact, diplomacy, patience, and flexibility, including answering questions by phone, e-mail, chat, or in person.
Ability to diffuse emotional situations with students and/or parents
Demonstrated capability of explaining complex issues in a concise and professional manner to students and parents
Experience working with sensitive information and confidential records is required to maintain compliance with Family Educational Rights and Privacy Act (FERPA)
Ability to work in a fast-paced organization while maintaining a high-level of accuracy and attention to detail.
Strong computer skills required, including MS Office
Ability to work a flexible schedule as required by student demand which includes possible overtime, weekend, and evening hours.
Ability to effectively communicate with customers both orally and in written format.
Visual acuity to use a keyboard and view a computer terminal; Requires good hand-eye coordination, arm, hand, and finger dexterity, including ability to grasp.
Job is sedentary requiring work hours sitting in a chair though it may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand and walk.
Ability to occasionally lift, carry and/or move light to medium weight up to twelve (12) pounds and/or exert up to twelve (12) pounds of force.
Responsibility to work in a safe manner in a busy environment.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Nice To Haves

An associate degree is preferred; relevant work experience will be considered.
Customer service for higher education certification is required at hiring or within one year of the hiring date.
Experience with Jenzabar, PowerFAIDS or other financial aid systems preferred.

Responsibilities

Greet and communicate with all prospective and current students, and alumni (whether in person, via phone, or written communication) in a welcoming and friendly manner at all times.
Provide resources, guidance, and proactive communication needed to create a high-touch customer experience.
Address and resolve inquiries and document all necessary information according to department standards.
Participate in outbound call campaigns to assist students in completing, submitting, and/or receiving documentation related to financial aid, student accounts, and student records which includes but is not limited to verification documents, payment plans, 1098-T, transcripts and other documents as required by the university, Department of Education, Veterans Affairs, and/or other agency.
Guide students on financial literacy and eligibility requirements of enrollment and financial aid.
Guide students who are considering withdrawal or reduction in number of courses enrolled on the impact to their financial aid, student bill, and academic standing, and assist them with the procedure if necessary.
Must be able to work both independently and collaboratively with peers and trainers to provide excellent customer service and a high-level of accuracy for student enrollment records and financial accounts.
Maintain up-to-date knowledge of institutional, federal, and state regulations related to financial aid and higher education; attend appropriate training as assigned.
Supports the Student Relations Manager in developing communication and promotional material for students and others and participate in all prospective and current student events.
Partner with appropriate department to ensure accurate and timely progression of the prospective student pipeline.
Maintain a working knowledge of university admission requirements, academic and operational calendars, and university policies.
Provide back-up support for other members of the department.
Responsible for other reasonable, related duties as assigned.