One-Stop Agent

One-Stop Agent (Jonesboro Campus)

Arkansas State University-Newport

The ideal One Stop Agent possesses a service-oriented disposition, and desires to help others by providing excellent customer care. This entry level position will engage with prospective students, current students, faculty, staff, community members, and campus guests. The ideal candidate will consistently provide positive and effective engagement using text, email, and telephone. This position is not suitable for remote work.

Admissions & Recruitment Support:

·Effectively communicate with prospective and current students and their advocates regarding where to locate information on the ASUN website including but not limited to program information, application deadlines, and costs; financial aid and scholarships; student accounts; and testing services.

·Counsel prospective applicants on the admissions process and opportunities at ASU-Newport. One-on-one admissions counseling to diverse populations is an important responsibility of this position. Admissions counseling occurs primarily by in-person appointments, phone calls, and emails. Provide campus tours for individuals and groups.

·Daily log onto the Element451 CRM; Banner student information system; and the ASU-Newport Cisco Call Center queue to answer telephone calls and emails from prospective and current students and their advocates who present questions and concerns which require an in-depth knowledge of admissions application procedures; course registration; enrollment; and basic financial aid processes.

·Serve as a proctor for ACCUPLACER exams and counsel individuals about their results.

·Scan and document track submitted documents.

Financial Aid Support:

·Counsel and advise students about financial aid eligibility, application procedures, aid programs, and debt.

·Answer telephone calls and emails and assist walk-in students with the FAFSA, FSAID, scholarship applications, and other financial aid related documents.

·Attend high school financial aid nights and present on various financial aid topics.

·Assist the Dean for Financial Aid & Student Support Services with various projects to ensure timely delivery of financial aid to students.

·Other duties as assigned.

Student Accounts Support:

·Answer basic questions and provide guidance regarding cost of attendance; tuition and fee structures; and payment options.

·Provide information and assistance to students for using TouchNet to set up payment plans; direct deposit for student refunds; accessing 1098T forms.

·Provide research assistance to Business Manager/Director of Student Accounts regarding incorrect charges and basic tuition disputes.

·Other duties as assigned.

MINIMUM QUALIFICATIONS

·Excellent customer service skills and a sincere desire to help others is a must

·Ability to multitask is crucial.

·Ability to work independently, with little supervision, accurately, and efficiently at a fast pace with frequent interruptions.

·Ability to speak clearly and articulate a variety of policies and procedures to diverse audiences.

·Ability to adapt quickly to changes in rules and regulations and stay within compliance.

·Ability to identify what information is needed by others for effective resolutions.

·Detail-oriented with skills in examining documents for required action and subsequent steps.

·Ability to establish and maintain positive working relationships with other employees at all levels, with diverse student population and with staff of external agencies.

·Ability to handle confidential matters judiciously.

·Plan, organize, and implement assigned responsibilities.

·Proficiency with Microsoft office suite of products.

·Disposition to learn student information (Banner) and Communications Resource Management (Element451) software quickly.

MINUMUM QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty mentioned above satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

A high school diploma from an accredited high school is required. An associate level degree or technical certificate from a regionally accredited institution is preferred. The ideal candidate has successfully completed a degree or certificate from a community, technical, or junior college. Higher education experience in a call center or entry level admissions or entry level financial aid offices is preferred. Demonstrated excellent customer service is required.

RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT

Shares responsibility for the maintenance and upkeep of assigned facilities and monitoring of equipment. This position requires the ability to travel to remote locations and to load and transport admission materials, displays and other equipment.

SUPERVISORY RESPONSIBILITIES

May supervise student workers and part-time staff.

COMMUNICATION SKILLS

Ability to effectively present information and respond to questions from students, faculty, administration, or the public. The ability to speak clearly so others can understand your instruction.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to prepare and interpret bar graphs.

CRITICAL THINKING SKILLS

Ability to solve practical problems and deal with a variety of known variables in situations where limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats.

SUPERVISION RECEIVED

Under general direction of the Dean for One Stop Services, and the Jonesboro One Stop Services Coordinator. Works from policies and general directives. Refers specific cases to immediate supervisor, or appropriate department director for clarification as needed.

PLANNING

Daily tasks are outlined in a One Stop tiered responsibilities document.

DECISION MAKING

Performs work operations which permit frequent opportunity for decision-making of minor importance to prospective and current students.

ANALYTICAL ABILITY / PROBLEM SOLVING

Structured. Fairly broad activities using structured procedures with only generally guided supervision. Interpolation of learned things in varied situations.

USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS

Use office equipment (telephone, desktop/laptop, computer, and software).

CONTACT WITH OTHERS

Regular contacts with students, parents, and community. Involves both furnishing and obtaining information. Regular contact with other university employees at all levels within the organization.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONSNone.

SOFTWARE SKILLS REQUIRED

Preferred: Banner, Ellucian

Proficient: Intermediate: Typing | Basic: Alphanumeric Data Entry, Database, and Spreadsheet

TOOLS AND TECHNOLOGY Telephone, computer, CRM

PHYSICAL ACTIVITIES

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions and expectations.

·While performing the functions of this job, the employee is continuously required to talk or hear; regularly required to stand; frequently required to walk, sit, use hands to finger, handle, or feel, reach with hands and arms; and occasionally required to climb or balance.

·The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision.

·Manual dexterity and coordination are required over 50% of the work period while operating equipment such as a telephone, computer, keyboard, mouse, calculator, and similar machines.

ENVIRONMENTAL CONDITIONS

There are no harmful environmental conditions that are present for this position. Some equipment may be hazardous.
The noise level in the work environment is usually moderate.