Position Classification Title: One Stop Counselor,Sr
Position Classification Code: P4011
Job Family: Student Affairs
Pay Level: 08
Exempt Status: Exempt
This description is intended to describe the general nature of the work being performed. It is not intended to be a complete list of specific duties of any particular position. Duties, responsibilities and bargaining unit eligibility may vary based on the specific tasks assigned to the position.
Purpose of Classification:
Senior One Stop Counselors assist in student academic information, financial aid, student records, and student finances and billing information and actively contribute to direct impacts to the University’s retention and graduation rates. Provide expertise on financial wellness, academic policies, and degree progress. Coordinate the development, implementation and completion of special projects, activities and/or programs as they relate to the One-Stop Center and the service provided to students, parents, families and home offices Student Affairs.
Standard Duties:
Responsible for counseling and providing excellent customer service and accurate information to prospective and current students and their families regarding undergraduate admissions, financial aid & scholarships and registration and records. Analyze and act on complex appeals, waivers and petitions. Coordinates training and staff development for One-Stop Counselors. Provides supervisory controls to ensure quality customer service through the use of rubrics. Coordinates and/or facilitates workshops, develops and makes presentations on and off campus (outreach/inreach) to groups as needed. Solve problems, work with escalated student and/or parent issues, admissions denials, financial aid eligibility or extenuating circumstances. Participates in operational and strategic planning for team and department and provides data and/or reports on One-Stop operations as needed to administration. Researches rules, regulations and peer programs and recommends, develops and implements new programs or changes to programs. Develops working relationships with university departments to enhance customer service and satisfaction. Maintains a high level of working knowledge of university information, organization, opportunities and policies. Proposes, organizes, implements and reports on programs/projects. Performs miscellaneous job-related duties as assigned.
Knowledge, Skills and Abilities:
Knowledge of current industry best practices, customer service standards and procedures, system-wide admissions policies, standards, and procedures. Knowledge of full spectrum of university academic units, curricula, and programs. College-level maintenance requirements for student records principles, policies and procedures. Knowledge of national, regional and local student recruitment and retention issues.
Strong interpersonal and written and verbal communication skills, especially in public speaking. Demonstrated proficiency in the use of Microsoft Office suite of computer software applications. Demonstrated time and materials management skills. Effective utilization of student information systems and customer relations management systems. Database and records management and/or maintenance skills. General office administrative and secretarial skills.
Solutions oriented, with a high level of creativity and the ability to analyze complex problems. Ability to work independently, under pressure and with minimum supervision in addition to being a productive member of a team. Ability to communicate effectively, both verbally and in writing. Ability to simultaneously plan, deliver and manage multiple activities, make effective administrative/procedural decisions and recommendations. Ability to maintain confidentiality of records and information and work effectively with a wide range of constituencies in diverse communities. Ability to deliver excellent customer service, travel and work flexible hours.
Minimum Qualifications:
   Education- Bachelor's degree in a related field.
   Experience- Three (3) years of experience related to the standard duties as outlined.
   Equivalency- None
   Departmental Requirements-
   Special Requirements-