One Stop Counselor, Student Services Center
Job location: Franklin Building
Employment Type: Full-time
Posted data: 2020-09-18
University OverviewThe University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning.Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.Posted Job TitleOne Stop Counselor, Student Services CenterJob Profile TitleCoordinator BJob Description SummaryReporting to the Assistant Director of the Student Services One Stop Center, and under general supervision, the One Stop Counselor is responsible for providing a comprehensive suite of services to students and their families in the areas of registration, billing, and financial aid. Drawing on an in-depth understanding of both Penn systems and institutional, federal, and state policies and regulations, the Counselor will identify problem(s) and provide students and families with counseling and information in order to resolve issues/inquiries as they relate to academic records, billing, student accounting, loans, financial aid applications, payment methods, dining, registration, housing, and other related University matters. He/she will evaluate both common and high-impact student requests and appeals, and will apply critical analysis and professional judgment in investigating these and rendering decisions. The Counselor is expected to engage in continuous professional development, committee work, and special projects; and will serve as a mentor to work-study staff.Job Description
With the goal of ensuring student success at Penn, provide a holistic service experience to students and their families in the areas of academic records, registration, loans, financial aid, billing, and payment. Gather information and documentation from students, families, faculty, staff, and alumni in order to understand, investigate, and critically analyze both common and high-impact questions, issues, and appeals in the above areas, as well as in regard to waivers, certifications, and petitions. Use professional judgment to independently render decisions, ensuring outcomes are communicated clearly and effectively. Escalate highest-level issues and actions to functional area specialist as needed. Demonstrating a comprehensive understanding of individual circumstances and needs, and adhering to all regulatory and compliance guidelines, independently interpret and apply relevant policies, procedures, and guidelines to identify and explain the steps required to enable students and their families to navigate the college experience.
As an ambassador of the One-Stop Center to students, families, and the University as a whole, manage a high volume of face-to-face interactions, telephone calls, and email and other online communications. Cultivate student and third-party trust in the Center by ensuring the delivery of services in a warm and welcoming environment, identifying and addressing confidential and sensitive matters with courtesy, understanding, and responsiveness; and demonstrating knowledge of the assigned functions. Using critical thinking and analytic skills, independently follow through on all issues until resolved, identifying and connecting students with cross-University partners and services as needed
Engage in continuous professional growth and development: Maintain up-to-date knowledge of financial aid regulations, FERPA, and other changing policies and procedures at the University, state, and federal levels; look for ways to improve service quality and efficiency; support the development and implementation of new One-Stop initiatives; participate in SRFS projects, initiatives, and committees that have One Stop involvement; contribute to the development and updating of curriculum and documentation for new hires; attend ongoing training for One Stop staff.
Serve as a general knowledge base and mentor for work-study staff, ensuring they are adhering to institutional, federal and state regulations; and providing the expected level of customer service.
A Bachelor's degree and 3 to 5 years of experience, or equivalent combination of education and experience, are required.
- Customer service affinity and skills, and a minimum of 3 years of professional customer service experience; and the ability and desire to: provide high-quality customer service to students and their families in an effective and responsible manner; help students and families resolve questions and issues; learn and retain a large volume of information and correctly relay this information to students and families; work in an environment that deals with sensitive family financial matters.
- A minimum of two years of experience working under limited supervision; and demonstrated experience in understanding, explaining, and applying the laws, rules, regulations, policies, procedures, specifications, standards, and guidelines governing assigned unit activities.
- Effective oral, written, listening, and communication skills; multilingual a plus.
Strong problem-solving and analytical skills; ability to make independent decisions and to work collaboratively and productively under pressure in a fast-paced environment.
- Dependability, reliability, promptness, and professional etiquette; and the
- Knowledge of/experience with computer applications and systems, including the Microsoft suite of products (Word, Excel, PowerPoint, Teams, and Outlook) Salesforce Case Management,as well as core University systems for financial aid and academic records; ability and willingness to learn new programs, applications, systems, tools, etc.
- Knowledge of data-processing techniques and the application of such techniques to record-keeping
- A willingness and ability to be cross-trained in a variety of skills and functions and to take part in the overall mission of One Stop SRFS services
- Perform other duties as assigned.
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.Special Requirements
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.