Wolverine Services Representative Senior/Intermediate

3 weeks ago

Ann Arbor, United States University of Michigan Full time

Wolverine Services Representative Senior/Intermediate A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position. Job Summary The Wolverine Services Representative position aids in student success by assisting with business-related University processes, addressing student concerns and requests, while also anticipating additional issues. The ideal candidate will provide excellent customer service for diverse visitors reviewing aid application materials, determining appropriate document requirements, and sharing information regarding financial aid processes. This position also assists students with registration transactions/questions, explains student record information, and refers visitors as appropriate to the correct office personnel. In addition to the above, the senior representative has an understanding of general processes in the Offices of Financial Aid and Registrar, serves as a liaison for colleges/schools/units, trains colleagues and campus partners on processes and procedures, processes paperwork, and understands the total impact of changes for aid, registration, and student accounts. Responsibilities* Greets and assists customers with first-level support on behalf of the Office of Financial Aid and the Registrar’s Office in Wolverine Services in-person and via phone calls and emails. Assists applicants in determining appropriate documentation requirements, reviewing submitted materials for completeness and compliance with guidelines, and shares common computer navigation paths. Provides information regarding the aid application process and refers to aid administrators and management as appropriate. Serves as a member of the financial aid Advising & Eligibility team. Attends weekly meetings and participates in special projects and office initiatives, such as default aversion efforts (including outreach to high-risk students regarding repayment resources), Satisfactory Academic Progress transcript reviews, and borrowing history reviews. Using M-Pathways student information system (PeopleSoft), assists students with class registration transactions/questions, class schedules, address and biodemographic updates, ordering transcripts, guest applications, certifications, and other related Registrar student service functions. Serves as liaison with campus partners; develops and gives presentations. Collaborates with unit supervisor to train new hires and existing staff on process changes, policies, and procedures. Recommends, develops, and implements process improvements for the Student Service Center. Provides general advice and counsel to supervisor and senior staff on issues related to customer service and workflow for the Student Services Center. Participates, initiates, and shows commitment to professional development opportunities. Facilitates learning and engages staff in helpful activities. Required Qualifications* Bachelor’s degree or equivalent combination of education and experience. Considerable customer service experience and experience with appropriately handling confidential and sensitive information. Demonstrated commitment to diversity and equal opportunity. Experience with constituents and work environments of a diverse background. Proficiency in common Microsoft Office software, particularly Word and Excel. Outstanding verbal and written communication skills and strong interpersonal skills. The ability to work effectively in a team environment and independently, with minimal supervision. A high level of organization skills, a meticulous attention to detail, and the ability to consistently produce highly accurate work. The ability to manage and organize complex information; ability to use analysis and critical thinking skills to solve problems. The ability to learn and interpret University, state, and federal regulations/policies – position with exercise discretion and independent judgment with regard to matters of significance. Desired Qualifications* For the Senior level position, two years of experience as a Student Services Representative (or similar position) at U-M or another four-year higher-education institution. Experience with the M-Pathways student information system and/or the Oracle PeopleSoft CS system. Demonstrates an ability to incorporate innovative practices into the workplace to enhance effectiveness and efficiency. Experience or familiarity with student service business processes such as student records, registration, and financial aid. An excellent understanding of the policies and procedures of the University and the academic units. Knowledge of FERPA and other federal/state laws and regulations related to higher education. Application Deadline Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended. U-M EEO/AA Statement The University of Michigan is an equal opportunity/affirmative action employer. #J-18808-Ljbffr

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