StudentLink Student Counselor
Serve as a 'Tier 2' resource for customers of the NYU StudentLink Service Center to diagnose and resolve in-person more complex client inquiries and issues related to student billing and payments, financial aid, housing and dining services, registrar services and other defined inquiry categories. Respond to inquiries and resolve issues professionally and courteously displaying a comprehensive knowledge of federal regulations, department and student-related administrative policies and procedures across Bursar, Financial Aid, Housing, Global and Registrar (“Home Office”). Partner with appropriate Home Office Specialist (co-located in the StudentLink Center), StudentLink Center Supervisors, Executive Director or other resource including those within other areas (Information Technology, University Human Resources, Student Health Center, etc.) to bring matters requiring their expertise to a close. Utilize ServiceLink technology to input, track and resolve student issues.Required Education:
3 or more years of related experience, including in-depth knowledge/application of student services areas such as financial aid, bursar, registration or housing principles and practices, or an equivalent combination of education and experience.
Experience in Bursar, Financial Aid, Registrar and/or Housing departments, Higher Education and/or a Shared Services environment. Experience with PeopleSoft student module and/or case management systems such as ServiceNow.
Required Skills, Knowledge and Abilities:
Excellent verbal and written communication skills, including the ability to influence and advocate when appropriate. Excellent interpersonal, analytical, problem solving, and conflict resolution skills. Demonstrated ability to provide high-quality customer service throughout a case's 'life cycle' (i.e., from initial contact to issue resolution). Ability to interpret policies and procedures, to interact effectively with a diverse population at all levels, and to facilitate decision making. Ability to handle multiple tasks in a high volume, deadline-driven environment.
Preferred Skills, Knowledge and Abilities:
In addition to English, fluency in at least one of the following languages: Mandarin, Korean, Hindi, Bengali, or Punjabi.
EOE/AA/Minorities/Females/Vet/Disabled/Sexual Orientation/Gender Identity