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Student Services Advocate
2 months ago
As a dedicated advocate within the One-Stop Center, you will play a crucial role in assisting students and their families by providing essential information. Your primary responsibility will be to represent Harper College, addressing a wide array of inquiries related to financial aid, enrollment, academic records, payment options, assessments, and various programs. This includes detailed insights into eligibility requirements, application procedures, deadlines, and specific aid statuses.
You will engage in continuous training to become a knowledgeable resource in areas such as Records and Registration, Financial Assistance, and the Business Office, ensuring that you deliver outstanding service and accurate information to all stakeholders.
Key Responsibilities:
- Operate independently with minimal oversight, serving as a reliable daily resource for prospective students, current students, parents, faculty, staff, and visitors in the following domains:
- Clearly articulate and clarify policies and procedures across all enrollment services and related areas to all stakeholders. Anticipate the needs of students by considering all facets of enrollment services. This role will require you to provide exceptional service across various communication channels, including in-person interactions, email correspondence, live chat, and phone support.
- Conduct outreach campaigns aimed at enhancing engagement, recruitment, retention, and completion initiatives.
- Deliver comprehensive One-Stop Center services by utilizing customer service expertise, advocacy skills, and professional judgment to address both straightforward and complex issues, ensuring a positive experience for all stakeholders.
- Apply extensive knowledge to clarify administrative and compliance requirements for federal, state, and institutional aid programs.
- Counsel students on matters that may impact their enrollment, financial aid status, and account standing, including the implications of changes in course load, class withdrawals, and eligibility for tuition refunds, while adhering to the Satisfactory Academic Progress standards.
- Assist students in comprehending their financial responsibilities and inform them about how Harper College, along with federal, state, and third-party resources, can offer support.
- Utilize critical thinking and problem-solving skills to proactively address potential student concerns, identify barriers within the enrollment process, and initiate resolutions.
- Collaborate with team members to provide accurate information and assistance, ensuring effective follow-up and coordination.
- Empower students to make informed decisions by delivering ethical, timely, and comprehensive information regarding enrollment options and programs.
- Stay updated on college, departmental, federal, and state regulations and policies, exercising the authority to implement changes and make exceptions as necessary.
- Maintain a strong understanding of ERP systems (preferably Ellucian - Banner) and utilize these systems effectively to assist students.
- Contribute to the overall efficiency and effectiveness of the One-Stop Center by offering suggestions for service improvements and actively participating in team initiatives.
- Engage in ongoing training and professional development opportunities.
- Exhibit excellent oral, written, and interpersonal communication skills, with experience in delivering both positive and negative messages and employing conflict resolution strategies in challenging situations. Build and maintain professional relationships with students, parents, faculty, and staff across the college.
- Perform additional tasks as assigned.
Minimum Qualifications:
Education: A Bachelor's degree is required; a Master's degree is preferred.
Experience: A minimum of two years of experience in student services (such as registration, financial aid, admissions, orientation) or customer service (such as contact center, sales, marketing) is required. Experience with community college students or in a one-stop center environment is preferred. Familiarity with the Ellucian Banner system or related financial aid technology is advantageous. Strong problem-solving skills and a demonstrated level of professionalism are essential.
