Description: Phone Coverage: Provide compassionate and knowledgeable phone counseling to students, parents, and other stakeholders in the financial aid and student accounts process. Disseminate phone calls to staff members as appropriate. Escalate situations and issues to senior leadership as necessary.
Counseling and Outreach: Complete coordinated outreach to students and parents as assigned. A high level of customer service is expected. Responsible for escalating situations in a professional and courteous manner.
Developing Relationships and Communication Plans: Create an environment that allows for the gathering of information by building relationships with students, parents, and other stakeholders. Assist with data collection and the creation of communication plans and messages. Be a strong team player when it comes to suggestions for improvement and be a value-added member of the team in implementation of changes.
Additional Duties: Other tasks and projects to assist the department as assigned
Required Knowledge: Bachelors Degree 1-2 years of office or customer service experience Excellent customer service skills and the ability to work with students and parents in a friendly, courteous manner Ability to propose changes to current policies and procedures to increase customer service efforts Have strong communication skills that include the ability to present information in a public manner as well as one-on-one meetings. Excellent written skills are also expected. Ability to handle stressful situations in a courteous and professional manner Inquisitive and analytical, with strong critical thinking skills. S/he will have the ability to solve problems, including the ability to help non-experts understand policies and processes Excellent organizational skills with the ability to multi-task and successfully prioritize tasks Commitment to and ability to work with diverse populations.
Preferred/Desirable Knowledge: Knowledge of financial aid, admission, student accounts, or student services; Experience working with diverse student populations and counseling students and their families; experience processing payments.
Emerson College is the nation’s premier private college dedicated exclusively to majors in communication and the arts in a liberal arts context. It is located in the theater district in the dynamic multi-cultural city of Boston in close proximity to major arts institutions, media outlets, and research centers. The College enrolls 3,783 undergraduate students and 641 graduate students from 71 countries and 48 states. Emerson College is committed to an active, intentional, and ongoing engagement with diversity – in its people, in the curriculum, and in the College’s intellectual, social, cultural and geographical communities. Our inclusive excellence framework recognizes that institutional excellence comes from fully engaging with diversity in all aspects of institutional activities. Members of historically under-represented groups are encouraged to apply.