One Stop Counselor 3 - University of Minnesota, Twin Cities : Job Details

Position SummaryOne Stop Counselors provide integrated student services to University students, families, faculty, and staff in the main areas of records and enrollment, billing, and financial aid. The One Stop Counselor position requires an in-depth understanding of and training on university, federal and state policies regulating academic records, registration, financial aid, and student account billing. Additionally, One Stop Counselors are equipped with broad knowledge of campus resources and services.As a vital resource for the University community, it is essential for One Stop Counselors to provide inclusive and welcoming student service. One Stop Counselors regularly engage in sensitive conversations related to academic success and financial matters. Effective One Stop Counselors are aware of the Universityâs diverse community and have the ability to communicate and interact effectively with people of all ages and identities.One Stop Counselors must exhibit excellent problem solving skills and professional judgment when resolving complex student questions and concerns as well as inquiries from collegiate/departmental staff, academic advisers, and faculty. Through their broad knowledge of the University, One Stop Counselors have the authority to apply independent discretion and professional judgment without supervisor approval in a variety of situations.Counselors are held responsible for critical analysis and professional judgment on financial aid/student records appeals, waivers, petitions and escalated cases. Through counseling conversations, appeals, waivers and petitions, counselors have the opportunity to facilitate direct impacts to the Universityâs retention and graduation rates.One Stop Counselors have the opportunity to continually engage in professional development, committee and project work, and campus and community outreach. Counselors provide leadership for various committees that promote professional development, financial wellness and student success; and communicate with campus and community resources through outreach efforts to promote collaboration and improve services to students.Counselors develop curriculum and educational materials for initiatives, including financial literacy, instructional curriculum for all new staff and ongoing refresher training. One Stop Counselors frequently generate new presentations, programs and enhancements, such as financial wellness workshops that help students move towards their academic and financial objectives.Academic Support Resources supports hybrid and flexible working arrangements. Work arrangements are determined in coordination with supervisors depending on the nature of the unit and position.The arrangement for this position will be determined upon hire between employee and supervisor. This is a 100%-time, 40 hour/week salaried position.FunctionsCounseling & Advising (60%)

• Counsel, advise, investigate, problem-solve, and resolve questions and issues from current and previous students, parents, faculty, staff, collegiate units, other third parties, and the public.
• Deliver a holistic counseling experience for course enrollment information, academic records, financial aid, billing and payment with a continuous focus on academic and degree progress, financial wellness, student retention and graduation rates.
• Provide in-depth financial aid advising concerning financial aid applications, eligibility, disbursement, refunds, cost of attendance figures, different aid types, loan comparisons, appeals, etc.

Standards:

• Provide customer service consistent with One Stopâs inclusive and welcoming service standards.
• Provide start-to-finish student service using professional judgment and individual discretion in both simple and complex issues involving minimal supervisory guidance.
• Offer proactive and on-the-spot, independent diagnostic support and problem resolution in a broad range of areas and issues.
• Interpret University, state, and federal policies and procedures; exercise professional judgment and authority to implement changes and make exceptions to policies without supervisory approval.
• Continually look for ways to improve service to students.

Community Outreach, Committees, & Projects (20%)Description

• Present One Stop orientation presentations to students, parents and other University staff.
• Deliver financial aid and student account/billing presentations to the University community, local high schools, and other requested external presentations.
• Provide leadership on various projects, initiatives, and committees that have One Stop and Academic Support Resources involvement.
• Develop curriculum and documentation for new staff and ongoing training programs for all One Stop staff as a member of the Training Team.
• Train new and existing staff using a variety of training strategies, including instructor-based training, interactive learning, mentoring, discussion, review, case studies, and role playing.
• Develop curriculum, advising standards, and learning outcomes for one-on-one financial wellness counseling sessions with students, as well as other financial wellness programming.
• Complete other duties as assigned.

Standards

• Expected to deliver high quality, professional public presentations and represent the University of Minnesota at student and family events that target critical student outcomes.
• Develop and update presentation materials to ensure accurate and relevant information.
• Provide input on large scale initiatives which have long-term impact to the operating practices for faculty, staff, and students across the University of Minnesota system.
• Actively build relationships across the University community.
• Develop training curriculum using an inclusive and collaborative approach.
• Create assessment scenarios, learning outcomes, and role playing activities to increase retention of training content.
• Individually tailor financial wellness appointments by preparing pre-session research, collaborating with the student on financial goals and objectives, and creating post-session follow-up to ensure studentâs goals were met.
• Promote Financial Wellness program through strategies and communication tactics, including social media, digital signage, website, classroom presentations, and community engagement and outreach.

Appeals, Waivers & Petitions (10%)Description

• Evaluate and process:â—‹ Late Registration Fee Appeals, Late Payment Fee Appeals, Student Service Fee Assessment Requests, Class Time Conflicts
• Evaluate and process high impact appeals, including:â—‹ Tuition Refund Appeals, Satisfactory Academic Progress Appeals, Emergency Financial Aid Advance, Academic Policy Petitions Standards
• Accurately counsel students on impact to their record based on the type of waiver, appeal, or petition submitted.
• Thoroughly investigate appeals, waivers, and petitions as well as supporting documentation to make decisions.
• Contact appropriate parties for further information when needed.
• Evaluate and act on appeals, meeting deadlines established for each appeal.
• Review student eligibility for financial aid based on current enrollment. Use professional judgment on legitimacy of appeal.
• Communicate results of waiver, appeal or petition to students in a professional manner.

Coaching and indirect supervision of student staff (10%)

• Serve as an accessible and knowledgeable coach and mentor for the Customer Relations Representatives (CRR).

Standards

• Assist CRRs with understanding and interpreting University policy and procedures.
• Advise CRRs as they receive questions outside their job scope and manage escalated cases on a regular basis.
• Assist CRRs in the development of a positive, proactive communication style, and quality customer service, escalation, and counseling skills.
• Use professional judgment and discretion when receiving intricate and escalated calls or emails.
• Provide specific and holistic feedback on CRR performance in order to support training, growth, and development.
• Leverage their expertise to ensure the best candidates are hired for new CRR positions and assist with curriculum development for the onboarding process.

*The employer reserves the right to change or add duties to this position as long as the changes and/or additions are consistent with the job classification.

Required Qualifications

• BA/BS degree with at least four years of work experience or a Master's degree with at least two years of work experience.
• Ability to react to customers quickly, accurately, and congenially.
• Excellent oral and written communication skills; ability to write clear, concise communications using effective writing skills.
• Sensitive to cultural diversity and ability to communicate and interact effectively with people of all ages and identities.
• Proven ability to work effectively as a team member.
• Ability to analyze and interpret data and make independent decisions; responsible for decisions.
• Highly motivated, focused and results-oriented.
• Ability to meet expectations in a fast-paced and dynamic, customer-oriented environment.
• Must be able to effectively present information and represent the University of Minnesota at outreach events, both on- and off-campus.
• Completion of self-paced, online professional development Money Management Essentials course within one year of hire date.

Preferred Qualifications

• Masterâs degree with six or more months of experience working in One Stop Student Services.
• At least one or more years of experience in a customer service related field.
• Student financial aid, registration, student accounts receivable experience in a higher education setting preferred.
• Knowledge of and experience with the University of Minnesota-Twin Cities campus, including institutional and unit policies, procedures, and processes.
• Demonstrated project management and public speaking skills.
• Availability to attend outreach events, which will include evening and weekend hours and travel.
• Working knowledge of Microsoft Office, Google Suite (GMail, Drive, Docs, etc.), student records or financial software (PeopleSoft), and CRM platforms (Salesforce).