One Stop Student Service Counselor

2 weeks ago

New York, United States The New School Full time

The New School seeks a One Stop Student Service Counselor responsible for welcoming students and parents to the One Stop Student Service Center and providing high level in person services, support, and counseling.

Reporting to the Assistant Director, the Counselor will provide coverage for telephone, email, and walk-in inquiries; master the requisite business knowledge regarding financing a New School education, including student accounts, financial aid, education loans, student employment, registration, enrollment, and academic records. The Counselor will investigate and resolve questions/issues; operate in a multi-information systems environment and secure personally identifiable and other sensitive information; adhere to SFS compliance for recruitment, retention, and superior service. The Counselor will be an actively engaged member of a team of 3-10 Counselors who are cross-functionally trained to work collaboratively and holistically to resolve student issues effectively.

This is a highly visible position that is subject to constant customer approval. This position will be regularly called upon to use independent judgment to advise and resolve student issues in each of the above areas. We are looking for a dynamic, enthusiastic professional able to work independently and as an engaged member of the team. A strong customer service orientation and the demonstrated ability to perform a variety of complex and diverse tasks involving independent judgment and action are required.

The New School is strongly committed to diversity and inclusion in the workplace and particularly seeks applications from members of underrepresented groups, as well as candidates who share this commitment.

This is a Local 1205 Professional Unit position subject to the terms and conditions agreed to in the Union Contract between Teamsters Local 1205 and The New School.

RESPONSIBILITIES

  • Serve as first-point-of-contact via (phone, email or face to face meeting) for information and counseling for prospective and current New School students and their families in the areas of financial aid, billing, registration, and student records.
  • Troubleshoots and addresses a wide variety of student issues in the areas of financial aid, billing, registration, and student records to point of complete resolution in one visit.
  • Manages and enters data (such as change of address or name change, etc) as necessary, including executing reports.
  • Responsible for counseling students via incoming phone calls, by researching and responding to e-mail incidents, and meeting face-to-face with students.
  • Provides outstanding customer service to students and families. Assist students with finding appropriate solutions to all financial aid, registration and billing needs.
  • Approaches every student encounter professionally and with a positive, welcoming, and caring attitude.
  • Develops and maintains comprehensive understanding of the University's policies and procedures in relation to key areas of financial aid, billing, registration, and student records and demonstrates strong ability to explain and effectively counsel students on navigating these processes.
  • Meets daily and weekly quality assurance goals as an individual and team respective to returning student inquiries, proactively providing key information to the audience, and quality of information.
  • Maintains up-to-date knowledge of academic programs, financial aid and student accounts requirements and processes, and industry trends and best practices of the college admission counseling profession.
  • Assists the Director with special projects and tasks, as assigned.
MINIMUM QUALIFICATIONS
  • A bachelor's degree.
  • Ability to work independently, planning and organizing tasks without need for constant direct supervision, handling multiple tasks with accuracy and speed.
  • Considerable interpersonal skills, including the ability to establish and maintain effective working relationships with others.
  • Attention to detail and high level of accuracy.
  • Flexibility, curiosity, follow-through, and a strong desire to provide excellent customer service.
  • Ability to express ideas concisely and clearly, orally and in writing.
  • Facility with Microsoft Office Suite and Google apps; experience with Slate CRM, Banner, Touchnet and other student information databases preferred.
  • A working knowledge of one of the following areas: financial aid, billing, registration, and student records, and a willingness to learn the other areas.
  • A willingness to work evenings and/or weekends, as required.


WORK MODE

Hybrid/Split - Employees hired for this position have regularly scheduled, consistent percentage of time on campus (ex 1-4x/week) and also work some of the time remotely. #LI-Hybrid

SALARY RANGE

$62,400

We look forward to receiving your application

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