Torero Support Counselor

Details•San Diego, CA

38d

About The Position

The Torero Support Counselor will provide unparalleled service to both internal and external customers for all of the cross-functional campus business transactions. Generally, “cross-functional campus business transactions” include all transactional services of the offices of the registrar, student accounts, and financial aid. This position will be regularly called upon to use independent judgment to advise and resolve student issues in each of the above areas.

Requirements

Bachelor’s degree required. A High School diploma and two additional years of work experience may substitute for Bachelor’s degree, at the rate of one year of work experience is equivalent to two years of education.
Two years of experience in a customer service position required.
Ability to work effectively as a team member.
Presentation and speaking skills.
Analytical skills for decision making.
Ability to multi-task including excellent organization skills.
Must support and represent the mission of the university.
Excellent customer service skills including, but not limited to, listening, oral communication, and empathy.
Working knowledge of ERP systems, Google suite, Microsoft Word and Excel
Ability to make decisions independently after careful review of data.
Excellent internal and external customer service skills including, but not limited to, listening, oral and written communication, and empathy.
Ability to present to small and large groups.
Flexibility and openness to change.
Ability to establish and maintain strong working relationships with colleagues, staff, administrators, students, and parents.

Nice To Haves

Higher education customer service experience preferably in the registrar, student accounts, or financial aid department preferred.
Experience with the Banner student system preferred.

Responsibilities

Provide unsurpassed internal and external customer service via walk-in traffic, phone, and email by demonstrating effective listening, diplomacy, availability, and timely response to all inquiries.
Serve as a student advocate for resolution of registration, student account, and financial aid issues.
Make every attempt to be the student’s only stop to resolve his or her issue. Seek assistance from partner offices once all resources have been exhausted.
Act as liaison between student or parent and offices of the registrar, student accounts, and financial aid.
Holistically review all student issues. Proactively educate students on the implications of decisions made.
Advise students about student loans, promissory notes, student debt, the verification process, and other complex business issues.
Educate students how to use the MySanDiego portal to handle routine transactions from any computer.
Support the Torero Hub’s service expectations.
Analyze the daily activities of the department and make recommendations for improvement in our service to the customer.
Enforce university policies with regard to registration, student accounts, and financial aid.
Use professional judgment to review appeals of financial aid, late fees, registration issues, and other adjustments or issues that arise within any business aspect of the student’s education.
Set-up satisfactory payment arrangements with students that will keep them registered while protecting the cash flow of the university.
Use professional judgment in combination with university policy in the resolution of holds on students’ accounts regardless of the source of the hold.
Attend meetings with other departments and student organizations that will shape policies and procedures for the department.
Make presentations to these areas to explain the mission and objectives of the Torero Hub department.
Represent the Torero Hub at a variety of student facing events.