Student Services Specialist
Job Description Summary: Job ID: 4375 - Unclassified - FT (Salaried)
The Student Services Specialists assist with the office's day-to-day operations and be responsible for providing excellent customer service through problem resolution and outreach for a wide audience. Specialists must be customer-centric and have the ability to serve customers according to process/policy but also look for ways to enhance the customer experience.
Duties/Physical Demands: Serve as the Veteran Certifying Official (VCO) for Veteran Services. Provide counseling to veterans and military affiliated families regarding the educational benefits from the U.S. Department of Veterans Affairs. Serve as the Residency Officer, making Ohio residency decisions on submitted appeals. Attend required meetings, trainings and conferences as it relates to veteran benefits and residency updates. Answer questions in person, on the phone, from e-mail, or written correspondence to resolve problems and address concerns from students, parents, faculty, staff, and other third parties in the areas of registration, financial aid, student accounts/billing, and other related functions Provide excellent service to all internal and external customers; ensure problems are resolved in an efficient and effective manner; work effectively and collaboratively as a team member; meet expectations in a fast-paced and dynamic, customer-oriented environment Use investigation, professional judgment, and individual discretion, as appropriate; follow through on issues until resolved, providing necessary correspondence and contact with students or third parties; contact student advisors, academic divisions, or other university departments to clarify situations, as necessary; intercede and/or advocate on the student's behalf Act as a representative of the enrollment center to students, faculty, staff, and the public concerning issues requiring interpretation of policies, procedures, and programs related to but not limited to enrollment management functional areas Keep up-to-date with University and departmental policy changes, in addition to federal and state changes impacting the enrollment center function, as needed; engage in professional development to stay current Ability to analyze and interpret complex data and make independent decisions Provide enrollment center presentations to students, parents and University staff; provide financial aid and student account/billing presentations to the University community, and externally to Miami, including but not limited to high schools, community colleges, and other events. Some travel may be required Perform independent special projects in all areas of the enrollment center as needed Provide support and resolve issues in areas such as, but not limited to: Registration Transcripts Transfer credit evaluations Account holds Cancelation, withdrawals and re-enrollment Room scheduling Commencement Veteran Affairs Residency Degree Audit Reports (DAR) Billing, fees, fee waivers, and refunds Financial aid eligibility, disbursement of aid, and entrance and exit interviews FAFSA, loans, promissory notes, scholarships Other duties as assigned
Minimum Qualifications: Bachelor's Degree, or Associate's Degree with at least one (1) year of experience (pre- or post-degree) working full- or part-time in a customer service related field, or at least two (2) years of experience working full-time in a customer service related field;
Ability to serve customers graciously, quickly and accurately;
Excellent oral and written communications skills;
Working knowledge of spreadsheets (MS Excel), word processing (MS Word), internet;
Ability to communicate and interact effectively with people of all ages and diverse backgrounds;
Must be able to attend functions off campus and work evening and weekend hours as needed; some travel may be required.
OEEO Statement: The University is committed to equal opportunity, affirmative action, and eliminating discrimination and harassment. Miami University does not discriminate on the basis of age, color, disability, gender identity or expression, genetic information, military status, national origin, pregnancy, race, religion, sex, sexual orientation or protected veteran status in its application and admission processes, educational programs and activities, facilities, programs or employment practices. Requests for reasonable accommodations/or disabilities related to employment should be directed to ADAFacultyStaff@MiamiOH.edu or 513-529-3560. Miami University's Annual Security and Fire Safety Report with information on campus crime, fires, and safety may be found at: http://miamioh.edu/campus-safety/annual-report/. Hard copy available upon request. A criminal background check is required. All campuses are smoke and tobacco free campuses.