Student Services Center Specialist

Oct 13, 2017
Institution Type
Four-Year Institution

Stanford University

Student Services Center Specialist

Job Number:

If you're ready to work for an organization that nurtures diversity, respect, professional development and a comfortable work-life fit, we invite you to consider applying for the position of Student Services Center Specialist. The Student Services Center (SSC) provides exceptional customer service to Stanford students, parents, departments and alumni, by providing a single point of contact to analyze and resolve questions about academic and financial regulations, financial transactions, academic progress, and transaction-based issues. The Student Services Center Specialist (“SSCS”) will understand and provide input to the policies and procedures governing student accounts, enrollment, academic records, degree progress, financial aid programs, etc.

Job Purpose:

Administer, implement, and interpret university and department policies and procedures on issues regarding admission, registrar services, financial aid, housing, and advising services. Identify, clarify, and resolve highly visible or complex issues with substantial significance and impact that may span multiple areas, using advanced technical and professional knowledge requiring independent judgment. The Student Services Center Specialist reports to the Director of the Student Services Center.

Job Duties and Responsibilities:

  • Administer an area or program in student services, evaluate and recommend decisions on program eligibility. Review decisions recommended by other staff.
    • Validate and process emergency cash advances and funding requests from students and/or departments.
    • Make decisions regarding the removal and application of appropriate holds; waive late fees, late study list fee, and campus health service fees.
    • Assist students with academic record requests, official transcripts, diplomas, name changes, enrollment/degree/dean certifications, dissertations, and third party cover letters.
    • Review Records, Degree Progress, and Graduate Admissions forms for accuracy Answer questions related to forms. Assist Degree Progress with processing of special registration statuses, co-term course transfers and applications, exchange programs, and other degree progress forms.
    • Manage PO Box assignments for students.
    • Communicate with students regarding past due balances and holds relating to their student account and/or record.
    • Communicate University policies, Office of the Registrar policies, and Student Financial Services policies to students, parents, and staff in other University departments.
    • Manage inventory of transcript and certification paper, envelopes and office supplies.
  • Provide advice to students on a range of issues in order to assist them in making appropriate choices and decisions.
    • Assist and advise students/parents on setup and maintenance of the installment payment plan program, including responding to inquiries (walk-in, call-in, and HelpSU) throughout the installment period.
    • Advise students on programs and funds available through federal, state, private and institutional sources and how funds are applied to the student account.
    • Respond to questions from students regarding quarterly graduation clearance, including checking a student's progress towards graduation.
    • Respond to students, parents and administrators HelpSU requests in a timely fashion.
  • Reconcile complex issues; analyze diverse transactions from multiple sources.
    • Analyze, triage and resolve student inquires via walk-in, HelpSU, or phone.
    • Inform students regarding procedures for requesting exceptions to academic policy. Advocate on student's behalf to provide quick resolution.
  • Lead, create and contribute to development of business practices and organizational change to improve processes and workflow.
    • Work proactively with back office staff to ensure proactive measures are implemented to reduce inquires.
    • Recommend and implement tools and technologies that would benefit the SSC.
  • Summarize data from multiple sources, prepare management reports and presentations.
    • Generate quarterly management metrics dashboard and summaries of impacts.
    • Coordinate customer service surveys (phone, walk-in, and HelpSU) and data analysis of results including Qualtrics support and analysis.
  • Collaborate with others to help resolve program issues and concerns, interpret policies, and mediate complex and sensitive issues.
    • Collaborate with Degree Progress, Records and Student Financials and provide input regarding process improvement and training opportunities for staff.
    • Collaborate with the Office of Accessible Education, Residential Education, Undergraduate Advising and Research, Residential & Dining Enterprises, Vaden, Bechtel, Undergraduate Admissions and the Financial Aid, colleagues to define areas where the SSC can be of additional assistance and support.
  • Develop and Implement plans for outreach efforts, develop and maintain external community and university liaison represent department and university at meetings and events.
    • May represent the Office of the University Registrar at presentations and conferences to showcase the SSC charter, business model, and technologies.
  • Serve as a subject matter expert to other departments; represent unit/department.
    • Attend university events such as New Student Orientation and New Graduate Office events to inform students, parents and staff of the services available at the SSC.
  • Train and supervise other staff, volunteers and temporary workers, specifically temporary and federal work study help.

- Other duties may also be assigned.

Education and Experience:

Bachelor's degree and three years of relevant experience, or combination of education and relevant experience.

Preferred Qualifications:

  • Minimum of 2-3 years of related experience
  • Some background in finance, with an understanding of accounting principles, is highly desired.
  • A temperament to provide excellent customer service during stressful and busy times, with many interruptions;
  • A strong, proactive, patient, and dedicated customer service attitude is a must, including the ability to work with a broad spectrum of students, staff, parents, other departments, and external vendors;
  • Self-motivated, flexible, organized, able to multi-task, and a quick learner, who can also prioritize work for him/herself.
  • Ability to maintain confidentiality in working with sensitive student information, both academic and financial, is critical.
Knowledge, Skills and Abilities:
  • Strong communication skills to clearly and effectively communicate information to internal and external audiences, client groups, and management.
  • Advanced analysis and problem solving skills: Ability to assess, analyze, resolve problems using University systems, processes and interpretation of policies. Ability to take initiative and have appropriate problem solving skills to independently resolve issues.
  • Advanced computer skills, including experience with Microsoft Office Suite.
  • Advanced customer service skills.
  • Relevant computer systems/technology experience with production enterprise applications and reporting and data analysis tools used in the Office of the University Registrar and Student Financial Services (SFS) office including CASHNet, PeopleSoft Student Administration, Student Records, Graduate Financial Support (GFS), University Accounting Services (UAS), ReportMart (Brio Enterprise), OnBase, CS Gold, and Oracle Financials applications;
  • Understanding of financial transactions: Previous experience in student financials and/or external credit evaluation.
  • Ability to ensure and apply compliance with legal, financial, and university policies and external regulations: An understanding of Federal Student Loan regulations, privacy regulations (FERPA), and collection regulations is highly desired. Must be cognizant of and have the ability to enforce the internal controls implemented in the Student Services office.
Certifications and Licenses:

  • Frequently sit, perform desk-based computer tasks.
  • Occasionally stand, walk, twist, use fine manipulation, grasp, use a telephone, write by hand, sort and file paperwork, lift, carry, push, and pull objects that weigh up to 10 pounds.
* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

  • Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
  • Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
  • Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide,
Experience a culture of excellence. Stanford University, located in the heart of California's Silicon Valley, is one of the world's leading teaching and research universities. Since its opening in 1891, Stanford has been dedicated to finding solutions to big challenges and to preparing students for leadership in a complex world. Supporting that mission is a staff of more than 10,000, which is rooted in a culture of excellence and values innovation, collaboration, and life-long learning. To foster the talents and aspirations of our staff, Stanford offers career development programs, competitive pay that reflects market trends and benefits that increase financial stability and promote healthy, fulfilling lives. An award-winning employer, Stanford offers an exceptional setting for professionals looking to advance their careers.

Stanford University is an equal employment opportunity and affirmative action employer and is committed to recruiting and hiring qualified women, minorities, protected veterans and individuals with disabilities.

Finalist must successfully pass a pre-employment background check.

Job: Student Services

Location: Vice Provost for Student Affairs
Schedule: Full-time
Classification Level:

To be considered for this position please visit our web site and apply on line at the following link:

Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.


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