One Stop Student Success Specialist 1

JOB SUMMARYThe Student Success Specialist (Administrative Program Support 2) provides exemplary customer service in a high-traffic public area while participating in several high-level, detailed projects concerning admission, financial aid, registrar and orientation functions. A high degree of accuracy and efficiency while working in a fast-paced, dynamic environment is required. DUTIES AND RESPONSIBILITIES Working under the supervision of the Assistant Director of One Stop as part of the Student Services team to complete assigned tasks, the Student Success Specialist is responsible for the following:  Provides exemplary customer service through answering questions, providing interpretations and relevant or proactive suggestions on matters related to admission, registration, financial aid, orientation and general University policies and procedures for students, families, faculty and staff through a variety of means such as phone, e-mail, and in-person. Guides students and families in the completion of necessary paperwork/online requirements, such as admission application, FAFSA/Institutional Aid, and successfully registering for classes. Consults with Lead Specialists and Assistant Directors on questions and student/family cases that require assistance beyond standard policies and processes. Collects necessary information from students/families and escalates these cases to the Assistant Director according to training and the Assistant Director's guidance. Manages, maintains and stays up to date on Federal, State and University regulations of student records, financial aid and admission. Adheres to FERPA requirements for student information. May temporarily lift specific holds as identified by Service Level Agreements with other offices and at the instruction of Assistant/Associate Directors. Researches documents and information related to One Stop functions such as records requests, aid eligibility requirements and/or appeals, and mismatched admission application materials. Works with other campus offices to identify and provide this information to students/families. Reviews and processes documentation from various sources such as Enrollment Change Forms, withdrawals, external scholarship forms and sibling enrollment forms. Perform several compliance functions related to university by-laws, state, and federal rules and regulations. In all cases, incumbents must ensure data entry is done in accordance with regulations and that the supporting documentation is accurate and appropriate. Reviews current processes and procedures, providing insight to Assistant and Associate Directors regarding improvements and implementing as appropriate. May include participating in committees and meetings associated with One Stop improvement. Tests software upgrades, bundles, and fixes in relation to One Stop data. Creates and updates documentation as needed. Participates in education and outreach regarding One Stop information and functions at events, including presentations, resource fairs, and/or online events.  Assigned to work on special projects (short and long term) utilizing strong technical understanding and a broad knowledge of One Stop functionality. May participate in all aspects of these projects and assist in policy and procedure development. May provide leadership and support for 20+ student workers throughout the office. Performs related work as required. MINIMUM QUALIFICATIONS Bachelor’s degree in an appropriate field and two years full-time employment in a related area, or equivalent combination of education and experience. Demonstrated experience in a high-volume, rapidly changing customer service setting. Experience performing work that requires attention to detail, adherence to deadlines, and independent decision-making. Experience providing clear and professional oral and written communications to diverse audiences to explain policies, procedures, or other complex information.  Demonstrated administrative, organizational and problem-solving aptitude. Experience working with electronic data processing systems or related technology to enter, retrieve, and manage information. Experience establishing and maintaining effective working relationships with a wide range of individuals, such as students, families, colleagues, or members of the public, in a professional or customer service setting. PREFERRED QUALIFICATIONS Three plus years of related experience. Previous higher education experience at a large University. Demonstrated knowledge of recordkeeping systems and experience being precise with quantitative data. Experience with a student information system (PeopleSoft preferred) or other large database, scanning software. Experience reading and interpreting policies (internal, University and State of Connecticut). Knowledge of FERPA.