Student Services Specialist - Student Financial Services

Southeast Missouri State University•Cape Girardeau, MO

2d•Onsite

About The Position

Student Financial Services is a central student services center that provides end-to-end, student-focused support for financial aid, student accounts, and other university accounts receivable. The Student Service Specialist’s role is to provide counseling to students and other constituents regarding accounts receivable and financial aid, while adhering to University and FERPA policies and ensuring compliance. A major responsibility of the Student Service Specialist is to help students navigate the process of financing their education.

Requirements

Bachelor’s degree
Experience handling complex customer service issues with the ability to assess situations quickly and react to customers accurately and pleasantly in a timely manner
Computer proficiency with Microsoft Word and Excel, and demonstrated experience using database query programs
Strong critical thinking skills with the ability to solve problems, including the ability to help inexperienced individuals understand policies and processes
Ability to handle confidential information, exercise sound judgment, and maintain accurate records and files
Experience working as part of a team in a collaborative work environment
Excellent communication skills, including writing and editing skills, and the ability to present information to the public as well as in one-on-one meetings
Excellent organizational and time-management skills, including the ability to successfully prioritize and manage multiple tasks with minimal supervision
Evidence of the ability to analyze, interpret, and implement federal, state, and/or University regulations, policies, and procedures

Responsibilities

Advises and counsels students, parents, agencies, and University staff on all aspects of billing and financial aid programs (federal, state, University, private, military, and other third-party), policies, procedures, practices, office services, and document completion
Pre-verifies documents needed for the financial aid verification process
Audits students’ accounts to verify the accounts are current and accurate; update records, as needed, to be proactive and resolve problems
Advises future, current, and prior students regarding their financial obligations to the University and provides guidance in resolving their balances and setting up payment plans to encourage student retention and customer satisfaction
Presents financial literacy information to classes and student organizations that covers all aspects of financing higher education
Presents information regarding financial aid and billing practices for parents and students during First Step Orientation
Participates in the planning of and training for all SFS staff members regarding customer service and maintenance of customer service level standards
Collaborates with faculty and staff to promote cooperative relationships that will result in opportunities to resolve financial concerns and complaints, or other difficult situations
Handles all information with tact and discretion and recognizes the confidential and sensitive nature of university business
Advocates for a positive student enrollment experience and promotes the University in a positive image
Utilizes various University, business, and customer service software programs and assists with system testing and upgrades
Assists with the development and implementation of policies and procedures
Represents the Student Financial Services Office at outreach events (local high schools, community events, Orientation, etc.)
Represents the Student Financial Services Office on various University committees
Keeps up to date with university, departmental, federal, and state regulations, policies, and updates
Develops and prepares ad hoc reports and assumes other responsibilities as assigned by the Director or Assistant Director
Other duties as assigned