Student Services Advocate

Miami University Alumni Association•Hamilton, OH

9d•$40,000 - $50,000

About The Position

The Student Services Advocate provides high-level, front-line comprehensive services and outreach to students and families with a high standard of customer service, empathy, and accuracy. In a fast-paced, high-volume environment, the Advocate uses advanced problem-solving skills and knowledge of university policies to resolve inquiries related to registration, billing, and student financial assistance. The role serves as a central resource for a seamless student experience from enrollment through graduation. The Advocate delivers student-centered support across phone, email, virtual meetings, and in-person interactions; advises students and families on financial aid, billing, payment plans, and registration; and works with campus partners to resolve complex issues. The position also processes enrollment and academic records, supports outreach and communications, manages cases in a ticketing or CRM system, represents One Stop on committees, and stays current on policies affecting student financial aid and higher education billing. A criminal background check is required. Miami University campuses are smoke- and tobacco-free, and the organization participates in E-Verify.

Requirements

Bachelor’s degree; or an associate degree plus at least one year of full- or part-time customer-centric experience; or a high school diploma/GED plus at least two years of full-time customer-centric experience.
Ability to assist students and families graciously, efficiently, and accurately under pressure.
Exceptional oral, written, and active-listening communication skills.
Strong analytical and critical-thinking skills to resolve ambiguous or complex student issues.
Comfort and proficiency presenting to small and large groups.
Demonstrated ability to manage independent projects, multitask, and meet deadlines.
Ability to communicate and interact effectively with people of all ages and diverse socioeconomic and cultural backgrounds.
Ability to work flexible hours, including occasional evenings and weekends, attend off-campus university functions, and undertake minor travel as necessary.
Working knowledge of Google Workspace and Microsoft Office Suite.

Nice To Haves

Direct experience in higher education, particularly in student financial aid, registration, or student accounts/billing.
Familiarity with Miami University’s institutional structure, academic divisions, and campus resources.
Experience using student information systems such as Banner and customer relationship management (CRM) software.

Responsibilities

Deliver student-centered customer service and resolve complex inquiries through phone, email, virtual meetings, and in-person interactions.
Counsel students and families about financial aid packages, billing statements, payment plans, and registration processes.
Act as a liaison and advocate for students navigating university systems, collaborating with campus partners to address complex issues.
Maintain a welcoming and inclusive environment for students, parents, staff, and external stakeholders from diverse backgrounds.
Process registration forms, schedule changes, independent study requests, enrollment verifications, and academic transcripts accurately.
Maintain knowledge of divisional policies, university regulations, withdrawal procedures, and re-enrollment processes.
Comply with FERPA and other federal, state, and institutional regulations.
Develop and deliver presentations about One Stop services to prospective and current students, families, and university staff.
Support outreach initiatives for specific student populations to promote retention and financial literacy.
Review and update website content and knowledge-base documentation as part of digital communication efforts.
Manage case records and track interactions and resolution metrics in the university’s ticketing or CRM system.
Represent One Stop on university-wide committees and serve as a liaison to designated academic or administrative departments.
Stay current on federal, state, and institutional policies affecting student financial aid and higher education billing.
Perform other duties and special projects as assigned.
Work occasional evenings and weekends and attend off-campus university functions as required; minor travel may be necessary.