- Counsels(in-person, telephone, and email)studentsandother customers with expertiseinthefollowingareas:cashiers,collections,financialaid, scholarships, student employment, registration, and student accounts.
- Employ professionaljudgmentandindependentdecision-makingskillstomeet serviceneeds within established policies and procedures.
- Manageallservice-relatedinquiries(fax,email,mail,andweb)usingprofessionalcounselingtechniquesandclient-focusedservicemethods.
- Analyzestatusofstudent recordsusingin-depthknowledgeofuniversitypoliciesandprocedures.
- Resolvescomplexproblems. Developandimplementcrisisinterventionstrategies.
- Manageconflictsandresolvescomplaints. Documentcausesandsolutionsandworkswithappropriatestaffto developpreventionstrategies.Makesexpertreferralsasneeded.
- Participate in the management of the WVU Hub by performing duties including but not limited to the following: (1) mentoring newly hired representatives and (2) assists with the hiring, training, and supervision of Peer (student) Advisors.
- Participate in the design, development, and implementation of service (educational) programs for students and other constituents. Coordinates proactive service efforts in the areas of financial aid, registrar, and student accounts to improve student recruitment, retention, and graduation.
- Participate in the design, development and implementation of web, phone, and other technology-based self-service tools.
- Other duties as assigned by leadership of the WVU Hub and SFS. Qualifications
- Bachelor's degree or an equivalent combination of education and related experience. Masters preferred.
- 3 years' experience involving: Experience working in a fast-paced, high volume customer service environment. Experience working in a counseling or advising role in higher education is preferred.Experience using complex computer information systems and/or relational databases to analyze data necessary to resolve issues is strongly preferred.Experience with the Banner Student Information system is desired.Computer experience using programs such as Word, Excel, PowerPoint and complex databases.
- Ability to serve customers graciously, quickly, and accurately exhibiting professionalism at all times.
- Excellent oral and written communication skills.
- Ability to communicate and interact effectively with people of all ages and diverse backgrounds.
- Ability to understand and follow complex instructions.
- Strong mathematical, analytical, and problem-solving skills
- Ability to multi-task and work effectively in a fast-paced, service-oriented environment.
- Accuracy and attention to detail are essential.
- Strong organizational skills and the ability to establish priorities.
- Ability to practice and maintain confidentiality.
- Team player who works well with others
- Demonstrated ability to be creative and think outside the box. Requirements
- Must be able to obtain and maintain access to work related databases such as, but not limited to, NSLDS, FAA Access, COD, etc.
- Daily: Sitting for extended periods of time.Computer and phone usage.
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Student Services Coordinator - Morgantown, United States - West Virginia University
Description
What you'll do:
