The Hub for Student Services Counselor

Colorado State University•Fort Collins, CO

2d•Onsite

About The Position

Reporting to the Associate Director for Operations, the Hub Counselor provides student-centered guidance and support regarding financial aid, student billing, student employment, tuition classification, student records, registration, and housing and dining services. This role requires strong customer service, critical thinking, adaptability, and the ability to thrive in a fast-paced environment while assisting students and families through complex enrollment-related processes. The position also supports outreach and communication efforts and collaborates with campus partners to promote student success and equitable access to services. Finalists must meet federal Title IV eligibility requirements.

Requirements

Bachelor's degree.
At least one year of professional experience providing counseling, advising, customer service, or student support services.
Demonstrated ability to communicate effectively in writing and verbally, including the interpretation and explanation of complex information.
Experience providing exceptional customer service with accuracy, professionalism, and tact.
Demonstrated ability to exercise judgment, discretion, and decision-making skills when handling sensitive and confidential information.
Must be highly motivated, organized, and results-oriented.
Must meet federal Title IV compliance requirements regarding student loan and grant standing.
Successful completion of a pre-employment criminal background check.
Must be in good standing on any outstanding Federal Title IV student loans and cannot have a repayment due for a Title IV grant, in accordance with federal regulations.
Ability to work in a fast-paced, high-volume student services environment.
Occasional participation in on-campus and off-campus outreach and recruitment events.

Nice To Haves

Relevant student employment experience may be considered.
Work experience in one or more of the functional areas of an integrated student service office, i.e. Office of financial aid, Student billing, Office of the Registrar or Housing and dining.
Proficiency in multiple language such as Spanish and American Sign Language.
Demonstrated knowledge and experience with Colorado State University including institutional and unit policies and procedures.
Experience and knowledge working with systems such as Ellucian Banner, WaitWell, Amazon Connect or HelpSpot.

Responsibilities

Provide comprehensive counseling and customer service to students, families, and educational personnel regarding financial aid, billing, student employment, tuition classification, student records, course registration, housing, dining services, and general university resources through in-person, phone, and email interactions.
Analyze and resolve complex student situations by interpreting policies, applying professional judgment, and determining appropriate solutions, referrals, or escalations related to enrollment services.
Maintain expertise in institutional, state, and federal regulations through ongoing training and professional development to ensure accurate, compliant, and equitable student support.
Conduct proactive outreach to prospective and current students regarding deadlines, account issues, enrollment requirements, and available resources that support student access and success.
Collaborate with campus partners, including Financial Aid, the Registrar's Office, Housing and Dining Services, and other departments, to coordinate services and ensure seamless resolution of student needs.
Serve as a knowledgeable university resource by connecting students with appropriate campus services and providing holistic guidance to support academic and personal success.
Perform other related duties, including participation in outreach events, special projects, process improvements, and departmental initiatives in support of The Hub for Student Services.