Graduate Student Service Representative

Potsdam, NY
May 16, 2019
Institution Type
Four-Year Institution
Posting Details

Position Information

Job TitleGraduate Student Service RepresentativePosting NumberStaff 2014000969FLSANon-ExemptLevel20Full-time/ Part-timeFull-timeIs this a temporary Position?No Position Summary Information

Job Description Summary

Student Service Representatives are the foundation of the Student Administrative Services Center providing highly integrated administrative services which support the academic goals of all graduate students in the areas of Financial Aid, Registrar (student records), and Bursar (student accounts).

Provide one-on-one counseling:

  • Provide one-on-one counseling with graduate students regarding financial aid eligibility and processes, student accounts and student records.
  • Answers questions via phone, email, and written correspondence or in person resolving problems and addressing concerns and/or issues from graduate students, faculty, staff, and administration and outside constituents regarding all aspects pertaining to the areas of financial aid, Registrar and Bursar in a timely manner.
  • Advise and assist graduate students in the add/drop process and the effects it can have on financial aid, academic standing, and their student accounts.
  • Counsel graduate students during withdrawal process, determining the tuition refund policy, financial aid impact based on federal refund guidelines and the effect on the student account as well as any academic impact.
  • Offer, receive and process FERPA release authorization ensuring students understand Family Education Rights and Privacy Act of 1974 (FERPA) regulations.
  • Resolve problems or concerns on student account billing statements and financial transactions, answer questions and explain debits and credits tuition and fee assessments, credit loads and impact to tuition and refund/credit balances.
  • Grants deferment requests using professional judgment to determine the merit of the request, analyzing prior history and setting the payment guidelines within the deferment request to guarantee accuracy and consistency of financial accounts.

Complies with University, Federal and State regulations utilizing the campus wide information system (PeopleSoft) to provide services to students and ensure compliance.

  • Analyzes ISIR data independently to determine what additional information may be needed to resolve conflicting information in regards to the federal application for free student aid.
  • Review credit balances on accounts and requests necessary reports to ensure compliance with federal and state regulations regarding timely disbursement. Analyze if credits can be applied to debit balances owed on student accounts.
  • Review student accounts to determine fund eligibility before disbursing direct scholarships to students. Examine student accounts to verify accuracy of charges and credits, monitor payment activity.
  • Identifies discrepancies in data and determine actions for resolutions and records updates of personal information within PeopleSoft.
  • Term, activates students, calculates tuition and processes changes to student records as appropriate.

Primary liaison between students, parents, Clarkson University, and outside agencies.

  • Advise Clarkson University faculty and staff on financial aid, student finance and student records business processes and regulations.
  • Work with outside agencies regarding eligibility for scholarship recipients including VA, VESID, employers, etc.
  • Provide outreach initiatives, including but not limited to student orientation, loan exit counseling, financial aid initiatives and community events.
  • Work with all areas to integrate service to provide optimum and seamless customer service to all constituents.
  • Interpret Employee Reimbursement policies, complete all necessary follow-up, and provide itemized invoices as necessary.

Stay abreast of Federal, State, and University regulations as they relate to the areas of financial aid, student records and student financials.

Review internal policies and procedures with staff and make changes and updates as appropriate.

Perform other related duties as required.

Minimum Qualifications:
Include Education,
Experience, and Skills

Bachelor’s degree with at least one year of experience in a customer service related field or Associate’s degree with at least 2 to 3 years’ experience working in higher education with a focus on service to students, financial aid, student records, student accounts or equivalent combination of education and experience.
Excellent oral and written communication skills to project professionalism in dealing with students, parents, campus community, and external constituent; excellent organizational and computer skills with working knowledge of spreadsheets (MS Excel) and word processing (MS Word).
Be able to work independently as well as in a team environment.
Must possess the ability to analyze and interpret data and make independent decisions with the ability to meet expectations in a fast-paced and dynamic, customer-orientated environment.

Preferred Qualifications:
Include Education,
Experience, and Skills

Experience in higher education and in the areas related to student financial aid, student records and/or student accounts preferred. Experience with campus wide integrated systems such as PeopleSoft.

Physical Demands

Physical Demands:
The physical demands characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to lift up to 25 lbs. Must be able to sit for long periods of time while using a computer.
Ability to lift, pull, grasp, bend to lower file drawers and reach to the top of a 4 drawer file cabinet.
Repetitive keyboard work.
Telephone usage- hearing and speaking.
The employee is expected to adhere to University policies.

Clarkson is committed to complying with the guidelines set forth under the Americans with Disabilities Act.

Posting Detail Information

Close DateOpen Date05/15/2019Open Until FilledYesSpecial Instructions for this Posting

Please provide three references.

Clarkson University is an Affirmative Action/Equal Employment Opportunity employer.

All offers of employment are subject to the applicant successfully passing a background check (including, but not limited to, employment verification, educational and other credential verification, and criminal records).

Reference Request Details

Maximum Number of Reference Requests3Minimum Number of Reference Requests3Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * How did you hear about this employment opportunity?
    • Academic Keys
    • Chronicle of Higher Education
    • Clarkson Website
    • Massena-Potsdam Courier Observer
    • Hispanic Outlook
    • IM Diversity
    • Insight Into Diversity
    • JTPA
    • LinkedIn
    • New York Job Bank
    • North Country This Week
    • St. Lawrence Plaindealer
    • Veterans Administration
    • Watertown Daily Times
    • Ogdensburg Journal
    • Employee Referral
    • Alumni Referral
    • Conference Referral
    • Indeed
    • List-serv
    • Discipline specific journals
    • Discipline specific website
    • Times Union
    • Other
    • I do not wish to answer
  2. * What is the highest level of education you currently hold?
    • High School/GED
    • Associate
    • Bachelor
    • Master's
    • ABD (All but dissertation)
    • Ph.D.
  3. * How many years of experience do you have in this type of position?
    • one to two
    • three to five
    • six to eight
    • eight or more
  4. * Do you have any Customer Service experience?
    • Yes
    • No
  5. * What is your Skill level in Microsoft Word, Microsoft Excel, Microsoft PowerPoint Peoplesoft and Adobe Professional?
    • Novice
    • Intermediate
    • Expert
  6. * Do you have any work experience in a fast-paced environment doing work that is time-bound?
    • Yes
    • No
  7. * How do you embrace Diversity?

    (Open Ended Question)

Documents Needed to ApplyRequired Documents
  1. Resume
  2. Cover Letter
  3. List of References
Optional Documents