Student Services Counselor, Tier 2

Job description


Job Description Summary:

The Office of Enrollment Management and Retention includes the offices of undergraduate admission, graduate enrollment, graduate scholarships, student financial assistance, registrar functions, strategic enrollment initiatives including international enrollment, summer programs, and non-degree student support, student retention, and enrollment operations. The division works to elevate the university's enrollment planning to bring in an ever more passionate, academically talented and diverse student body.

Colonial Student Services is a customer service organization for student financial and registration services, bringing together the offices of Student Financial Assistance, Student Accounts, and Registrar in a friendly, centralized, service-culture setting. This team is cross-trained to ensure seamless support to students.

The Student Services Counselor provides specialized customer service in the areas of Student Accounts (SAO), Financial Aid (OSFA), and Registration (OTR). The Student Services Counselor is a member of the second level of a tiered customer service organization that delivers individualized consultation and escalation services, and owns open issues from first escalation to resolution.

Duties include:

Provides backup and support to tier 1 staff during high volume or peak periods.

Stays alert to any issues in the systems or systemic trends, recognizing points of escalation.

Synthesizes information from a variety of sources to form cohesive picture of SAO, OSFA and OTR.

Liaises with tier 3 to resolve student issues, updating GW systems as necessary.

Performs transactions and exception requests as necessary.

Serves as first point of contact for escalations or consultations.

Shepherds student issues through to resolution, providing a consistent point of contact throughout entire process.

Identifies shortfalls or disconnects that occur within the organization or systems.

Develops and recommends solutions.

Identifies big trends and mis-articulations.

Empowers staff to make recommendations for improvements.

Develops expertise in all areas and establishes specialization in one or more service areas.

Acts as a resource formally and informally for Tier 1 staff.

Participates in training committee for all of Colonial Student Services.

Performs other duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.

Minimum Qualifications:

Qualified candidates will hold a Bachelor's degree in an appropriate area of specialization plus 2 years of relevant professional experience, or, a Master's degree or higher in a relevant area of study. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.

Additional Required Licenses/Certifications/Posting Specific Minimum Qualifications: Preferred Qualifications:

Superior Customer Service skills

Detail and results oriented

Effective communicator

Critical thinking

Strong relationship building skills

Ability to operate efficiently and effectively in high stress situations

Background in Registrar/Student

Accounts/Financial Aid

Demonstrate a commitment to promoting and enhancing diversity


Campus Location: Foggy Bottom, Washington, D.C. College/School/Department: Enrollment Management Family Enrollment Services Sub-Family Generalists Stream Individual Contributor Level Level 2 Full-Time/Part-Time: Full-Time Hours Per Week: 40+ Work Schedule: Monday - Friday, 8:30am - 5:30pm Position Designation: Essential: Employees who perform functions that have been deemed essential to maintaining business or academic operations. Employees are generally expected to work from home during an event and may be asked to physically report to work. Telework: No Required Background Check: Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search Special Instructions to Applicants:

This is a single posting for five limited-term positions. Positions are currently identified for continuation review on or before June 30th, 2019.

Employer will not sponsor for employment Visa status. Please note this position is for current GW employees only.

Internal Applicants Only? Yes (University Wide) Posting Number: S007222 Job Open Date: 05/15/2018 Job Close Date: 05/21/2018 If temporary, grant funded or limited term appointment, position funded until: Background Screening Successful Completion of a Background Screening will be required as a condition of hire. EEO Statement:

The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.

Posting Specific Questions
Required fields are indicated with an asterisk (*).
  1. * What is your salary range expectation?
    (Open Ended Question)
  2. * Do you currently work at GW?
    • yes
    • no

Applicant Documents
Required Documents
  1. Resume
  2. Cover Letter
Optional Documents

    Documents needed to Apply
    Required Documents
    1. Resume
    2. Cover Letter
    Optional Documents





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      Job No:
      Posted: 5/15/2018
      Application Due: 5/22/2018
      Work Type: