The Department of Student Financial Services at West Virginia University is seeking applications for Student Services Associates (multiple openings). This position is responsible for providing comprehensive program of services to WVU students, families and alumni by means of the Mountaineer Hub Student Services Center.
In order to be successful in this position, the ideal candidate will:
Counsel (in-person and on telephone) students and other customers with expertise in the following areas: cashiers, collections, financial aid, scholarships, student employment, registration and student accounts.
Employ professional judgment and independent decision-making skills to meet students' service needs within established policies and procedures.
Manage all service-related inquiries (fax, e-mail, mail and web) using professional counseling techniques and client- focused service methods.
Analyze status of student records using in-depth knowledge of university policies and procedures.
Resolve complex problems. Develop and implement crisis intervention strategies.
Manage conflicts and resolve complaints. Document causes and solutions and work with appropriate staff to develop prevention strategies. Make expert referrals as needed.
Participate in the management of the Mountaineer Hub by performing duties including but not limited to the following: (1) mentoring newly hired representatives and (2) assisting with hiring, training and supervision of Peer (student) Advisors.
Participate in the design, development and implementation of service (educational) programs for students and other constituents. Coordinate pro-active service efforts in the areas of financial aid, registrar and student accounts to improve student retention and graduation.
Participate in the design, development and implementation of web, phone and other technology-based self-service tools.
Other duties as assigned by the Director of Mountaineer Hub and/or the lead manager(s).
Bachelor's degree and three (3) years of experience Or an equivalent combination of education and/or experience. Master's preferred.
Experience working in a fast-paced, high volume customer service environment.
Computer experience using programs such as Word, Excel, PowerPoint and complex databases.
Experience in the following is preferred:
Working in a counseling or advising role in higher education.
Using complex computer information systems and/or relational databases to analyze data necessary to resolve issues.
Using the Banner Student Information System.
Ability to serve customers graciously, quickly and accurately exhibiting professionalism at all times.
Excellent oral and written communication skills.
Ability to communicate and interact effectively with people of all ages and diverse backgrounds.
Ability to understand and follow complex instructions.
Strong mathematical, analytical and problem-solving skills.
Ability to multi-task and work effectively in a fast-paced, service-oriented environment.
Accuracy and attention to detail are essential.
Strong organizational skills and the ability to establish priorities.
Ability to practice and maintain confidentiality.
Team player who works well with others.
Demonstrated ability to be creative and think outside the box.
Must be able to obtain and maintain access to work related databases such as, but not limited to, NSLDS, FAA Access, COD, etc.
At West Virginia University, we pride ourselves on a tireless endeavor for achievement. We are home to some of the most passionate, innovative minds in the country who push their limits for the sake of progress, constantly moving the world forward. Our students, faculty and staff make this institution one of the best out there, and we are proud to stand as one voice, one university, one WVU. Find out more about your opportunities as a Mountaineer at https://talentandculture.wvu.edu/ .
West Virginia University is proud to be an Equal Opportunity employer, and is the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff, and students, and invites applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.
Job Posting: Nov 20, 2020
Posting Classification: Non-Classified
Exemption Status: Exempt
Benefits Eligible: Yes
Internal Number: 210584
About West Virginia University
West Virginia University, founded in 1867, has a long and rich history as a public, land-grant institution. WVU encourages scholarship and offers high-quality academic programs while serving the state of West Virginia and the nation. WVU statewide includes campuses in Beckley, Charleston, Keyser, Martinsburg and Morgantown – which has been ranked as a #1 Small City in America. WVU is an R1 Doctoral Research University (Highest Research Activity), one of only 115 nationwide. WVU offers 212 degrees throughout the 14 colleges and schools. Areas of specialty include STEM education, healthcare in Appalachia, shale gas utilization, radio astronomy and forensics. WVU researchers have helped confirm the existence of gravitational waves and uncovered diesel vehicle emissions discrepancies. Statewide, there are over 31,000 graduate and undergraduate students along with 190,000 alumni worldwide. WVU is reinventing West Virginia’s future by strengthening education, healthcare and broad-based prosperity.