StudentLink Student Counselor

New York University•New York, NY

8d•Hybrid

About The Position

Serve as a ‘Tier 2’ resource for customers of the NYU StudentLink Service Center to diagnose and resolve in-person, email, and Zoom more complex client inquiries and issues related to student billing and payments, financial aid, housing and dining services, registrar services, and other defined inquiry categories. Based on operational needs, the individual will be required to rotate between offices (Brooklyn/Manhattan), support front desk operations, and Zoom support. Respond to inquiries and resolve issues professionally and courteously, displaying a comprehensive knowledge of federal regulations, department and student-related administrative policies and procedures across Bursar, Financial Aid, and Registrar (“Home Office”). Partner with appropriate Home Office Specialist (co-located in the StudentLink Center), StudentLink Center Supervisors, Executive Director or other resources, including those within other areas (Information Technology, University Human Resources, Student Health Center, etc.) to bring matters requiring their expertise to a close. Utilize ServiceNow and QLess technology to input, track, and resolve student issues.

Requirements

Bachelor's Degree or equivalent in Business Administration or related field
3+ years related experience, including in-depth knowledge/application of student services areas such as financial aid, bursar, registration or housing principles and practices, or an equivalent combination of education and experience.
Excellent verbal and written communication skills, including the ability to influence and advocate when appropriate.
Excellent interpersonal, analytical, problem solving, and conflict resolution skills.
Demonstrated ability to provide high-quality customer service throughout a case’s ‘life cycle’ (i.e., from initial contact to issue resolution).
Ability to interpret policies and procedures, to interact effectively with a diverse population at all levels, and to facilitate decision making.
Ability to handle multiple tasks in a high volume, deadline-driven environment.
Must be able to strictly follow data privacy and security procedures for data handling and analysis to ensure adherence to legal and institutional standards (eg., FERPA, HIPAA).

Nice To Haves

In addition to English, fluency in at least one of the following languages: Mandarin, Korean, Hindi, Bengali, or Punjabi.

Responsibilities

Diagnose and resolve in-person, email, and Zoom more complex client inquiries and issues related to student billing and payments, financial aid, housing and dining services, registrar services, and other defined inquiry categories.
Rotate between offices (Brooklyn/Manhattan), support front desk operations, and Zoom support based on operational needs.
Respond to inquiries and resolve issues professionally and courteously, displaying a comprehensive knowledge of federal regulations, department and student-related administrative policies and procedures across Bursar, Financial Aid, and Registrar (“Home Office”).
Partner with appropriate Home Office Specialist, StudentLink Center Supervisors, Executive Director or other resources to bring matters requiring their expertise to a close.
Utilize ServiceNow and QLess technology to input, track, and resolve student issues.