One Stop Counselor 3 (one-year temporary position)
Note: There are 3 positions available, and they are all one-year temporary positions. Due to the COVID-19 pandemic and University restrictions for on-campus work, these positions will perform work remotely. Training will also be performed online. Once it is determined that staff are allowed to return to work on-campus, these positions will work out of one of the three One Stop locations: Bruininks Hall (East Bank), Coffey Hall (St. Paul), or West Bank Skyway (West Bank).One 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 University’s 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 University’s 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.
Counseling & 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.
Advise on in-depth financial aid questions assuring adherence to all regulatory compliance concerning financial aid applications, financial aid eligibility, disbursement and refunds, cost of attendance budget components, different aid types, loan comparisons, special circumstances, and estimated family contributions for tuition and fees.
Provide customer service consistent with One Stop’s 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 pro-active 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.
Expected to continually look for ways to improve service to students by developing new initiatives or success measures that will contribute to retention, graduation, student satisfaction, and other student success measures. Scope of initiatives may include partnerships with other departments and programs on campus.
Deliver 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.
Members of the training team develop curriculum and documentation for new staff and ongoing training programs for all One Stop Counselors and Managers.
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 literacy and financial wellness counseling sessions with students, as well as other Live Like A Student financial literacy/education programming.
Complete other duties as assigned.
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 student’s goals were met.
Promote Live Like A Student financial literacy/education program through strategies and communication tactics, including social media, digital signage, website, classroom presentations, and community engagement and outreach.
Appeals, Waivers & Petitions (10%)
Evaluate and complete common appeals, including: Late Registration Appeals, Late Payment Appeals, Student Service Fee Waiver Requests, Late Enrollment Appeals
Evaluate and complete high impact appeals, including: Tuition Refund Appeals, Satisfactory Academic Progress Appeals, Temporary Hold Release Appeal, Emergency Financial Aid Advance
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 decision.
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).
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.
**This position offers the following benefits:
University paid contribution (10% of your salary) to your retirement account - vested immediately.
22 paid vacation days per year, in addition to paid medical leave and 11 paid holidays.
Reduced tuition opportunities covering 75% - 100% of eligible tuition.
Excellent and affordable health care benefits.
Wellness program with opportunity to earn lower health care rates.
Free disability insurance.
Free basic life insurance benefit (115% base salary, $200,000 maximum).
BA/BS degree with at least four years of work experience or a Master's degree with at least two years of work experience.
At least one or more years of experience in a customer service-related field.
Sensitive to cultural diversity and ability to communicate and interact effectively with people of all ages and identities.
Ability to react to customers quickly, accurately and congenially.
Excellent oral and written communication skills with the ability to write clear, concise communications using effective writing skills.
Proven ability to work effectively as a team member.
Ability to analyze and interpret data and make independent decisions, while maintaining responsibility for decisions.
Must be able to effectively present information and represent the University of Minnesota at outreach events, both on- and off-campus.
Highly motivated, focused, and results-oriented.
Ability to meet expectations in a fast-paced and dynamic, customer-oriented environment.
Completion of certification as a Personal Financial Manager within one year of hire date.
Six months of experience working in One Stop Student Services.
Experience counseling on student financial aid, registration, and student accounts receivable information in a higher education environment.
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).
Internal Number: 337944
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.