Student Services Counselor I - Doctoral College - Online Division
ESSENTIAL DUTIES, RESPONSIBILITIES, AND EXPECTATIONS:
* Counsels continuing students and/or parents regarding University policy and procedures, registration, progression requirements (focused on graduation date expedition) and payment options (focused on responsible borrowing), provides assistance to continuing students regarding policies and procedures and ensures students’ progress through programmatic milestones.
* Collects all required paperwork and documents for progression requirements and selected payment options (including FAFSA reapplication).
* Financially clears students, ensuring all matters are appropriately attended to well in advance of a course start, incorporating funding strategies as needed to keep students in attendance, progressing toward their scheduled graduation date.
* Ensures all matters or issues related to academic compliance are attended to and/or resolved well in advance of a course start, incorporating intervention strategies, as needed, to keep students in attendance, progressing toward their scheduled graduation date.
* Works with students to ensure understanding of the registration process and/or the steps to modify registration are communicated prior to the term commencing.
* Resolves any outstanding matters for continuing students via multiple University departments, which may include the Office of Academic Records, Classroom Operations, the Colleges or others as required.
* Resolves any outstanding C-Codes for continuing students via the Office of Financial Aid, including verification documents.
* Throughout the duration of the students’ programs, monitors student schedules to ensure only applicable courses related to degree are selected and satisfactory academic performance.
* Works with all Graduation Teammates to ensure students understand their financial package, answering questions and eliminating concerns about funding opportunities/logistics.
* Adheres to all University and/or DOE policies, procedures and compliance guidelines.
* Ensures students’ accounts are accurate and in good standing with plans in place if necessary. Collects and reviews required University payment option documents for accuracy. Maintains accounts to include balance resolution and accounts receivable collection and processing modifications through duration of program.
* Understands the operating procedures of other departments and incorporates those elements into daily workflow.
* Serves as a student advocate to navigate through university policy and procedure
* Follows all policies, procedures and compliance guidelines
* Works closely with cross functional and support departments to update student information and to resolve student issues
* Academically and financially clears new and continuing students prior to each course start date
* Collects and reviews required University and payment option documents ensuring accuracy of information is submitted
* Maintains accounts to include balance resolution and accounts receivable collection
* Regularly monitors student activity, GPA, and other components for academic progress
* Consistently meets deadlines and performance expectations set by University
* Understands and learns all software programs/systems to effectively assistant students
* Communicates succinctly and in a professional manner in all interactions
* Sets expectations regarding grade progression and payment options to include responsible borrowing for new and continuing students
SUPERVISORY RESPONSIBILITIES: N/A
QUALIFICATIONS: The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Knowledge, Skills and Abilities:
* Superior customer service skills and representation of the GCU brand in a highly professional manner.
* Excellent communications with a good command of the English language and interpersonal skills with the ability to influence and persuade.
* Responds to student/parent questions and concerns in a timely manner providing appropriate information.
* Must maintain confidentiality of information.
* Proficient with MS Office suite, (Word, Outlook, Excel, PowerPoint) and comfortable with navigating and maneuvering other databases and software becoming proficient with GCU systems within a short period of time.
* Ability to work in a high-volume, fast-paced work environment with constant phone or in-person contact with students on a daily basis.
* Must have good critical thinking and judgment.
* Proficiency with a non-English language is helpful but not required.
* Excellent planning, organizational, multi-tasking, case-management and follow up skills.
* An ability to help and guide students to clarify academic needs and objectives.
* Thorough and current knowledge of GCU educational programs, financial aid requirements, GCU financial policies, plans and options.
* Good attention to detail and analytical.
* Good time management skills in order to meet required timelines.
* Ability to work both independently and collaboratively and cooperatively as a team member and willing to learn and work other student services’ functions.
* Must be available to work varied shifts, including evenings, weekends or holidays.
* Ability to successfully pass background investigations.
Education and/or Experience:
* Bachelor’s degree from a regionally accredited institution
* 1-3 years in education industry preferred; or equivalent experience in inbound/outbound call center
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to talk and hear, required to sit, occasionally required to stand and walk; use hands to finger, handle, or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and the ability to focus.
Constantly: 60%+ or 5-8 hrs/shift Occasionally: 10%-25% or 1-2 hrs/shift
Frequently: 25%-60% or 4-5 hrs/shift Rarely: <10% or less than 2 hrs/shift
* Work is characterized as more than 50% sedentary performed primarily at a desk in an office environment.
* Constantly involves the ability to communicate with others through a variety of means including in person, telephonically or other readily available technology, requiring the ability to clearly and succinctly interpret routine and complex information and instructions
* Frequently involves active listening and the ability to perceive speech, and to translate and decode instructions, requirements, conceptual information and ambiguous information via in-person, telephone or similar device.
* Constantly involves ability to accurate decode information while communicating with students and/or parents.
* Frequently involves using a computer QWERTY keyboard on a computer, laptop, iPad, etc.; constantly involves the use of hands, wrists, fingers, shoulders and forearms for keyboarding and movement of a mouse.
* Frequently involves the use of a computer monitor to see, review, read, research, identify data, compare data, input data identify errors, reconcile information.
* Frequently involves close up work with the computer monitor to review, track and respond to conversations, discussions, post information, etc.
* Rarely involves standing, walking, reaching, grasping, holding, carrying, bending, stooping, climbing.
* Occasionally requires the ability to move about the office and rarely to move about the campus.
* Rarely involves lifting of up to 35 pounds.
* Constantly requires mental acuity for planning, organizing and coordinating projects; focus and concentration; critical thinking and ability to provide quick responses; multi-tasking; use judgment; formulate recommendations; problem solving; for expressing ideas.