Mason Student Services Center Generalist

George Mason University; Chantilly (VA); Hybrid; USD 42,000 - 64,000; Full time

Job summary

George Mason University is hiring a Generalist for the Mason Student Services Center. This role provides high-quality service to visitors in person, via email, phone, or other digital channels, helping students navigate university processes and resources.

The position supports Financial Aid, Student Accounts, Admissions, and the Registrar, aiming to remove barriers to student success while upholding FERPA and university policies. Hybrid work is available.

Qualifications

• Associate’s degree or equivalent combination of education and experience.
• Demonstrated experience in a fast-paced, customer-oriented environment.
• Proficiency with computer systems and basic data entry.
• Strong oral and written communication skills.
• Experience using Banner and Salesforce CRM preferred.

Responsibilities

• Counsel, advise, and resolve questions from students, families, and university partners.
• Provide start-to-finish student service for Financial Aid, Student Accounts, Admissions, and Registrar areas.
• Navigate online resources and escalate issues to appropriate specialists as needed.
• Maintain accurate notes in Banner and Salesforce; follow escalation procedures.
• Assist with training of student employees and new Generalists.

Skills

Customer service

Communication

Teamwork

Adaptability

Education

Associate degree

Bachelor’s degree

Tools

Banner

Salesforce

Job description

Department:

Division of Enrollment Management

Classification:

Education Support Spec 2

Job Category:

Classified Staff

Job Type:

Full-Time

Work Schedule:

Full-time (1.0 FTE, 40 hrs/wk)

Location:

Fairfax, VA

Workplace Type:

Hybrid Eligible

Sponsorship Eligibility:

Not eligible for visasponsorship

Pay Band:

03

Salary:

Salary commensurate with education andexperience

Criminal Background Check:

Yes

About the Department:

In collaboration with the George Mason University community, and aspart of the Office of the Provost, the Division for EnrollmentManagement optimizes student recruitment and retention bydeveloping and implementing strategic enrollment plans, overseeingthe admissions process, providing financial aid services, andmanaging the Mason Student Services Center—a centralized studentservices resource. The Division’s activities support theachievement of institutional enrollment goals by placing thestudent(and family) at the center of our work, supporting a cultureof transparency, and leveraging data to informdecision-making.

The Mason Student Services Center (MSSC) is the first stop and thecentral resource for information and solutions related toregistration, enrollment, financial aid, billing, academic recordsand other student support services. Members of the Mason StudentServices Center team provide assistance to new and continuingstudents at all points of their academic career, in one convenientlocation, thus eliminating the need to visit multiple offices oncampus.

About the Position:

The MSSC Generalist is responsible for delivering high qualityservice to visitors in-person, via email, on the phone or otherelectronic means. Generalists disseminate essential information,aid in the navigation of online resources, and answer questions forprospective and continuing students, their families, and theuniversity community in all areas represented by the Mason StudentServices Center including Financial Aid, Student Accounts,Admissions, and the Office of the University Registrar. The primaryfunction of this position is to operate in the spirit of advocacyon behalf of the student. The primary goal of the Generalist is toremove barriers to student success by helping the student managebusiness-related university processes. Generalists must effectivelyaddress student concerns and requests, while proactivelyanticipating additional issues.

Responsibilities:

Counseling and Advising

• Counsels, advises, investigates, problem-solves, and resolvesquestions and issues from current and previous students, parents,faculty, staff, collegiate units and other third parties;
• Provides start-to-finish student service in both simple andcomplex issues involving minimal supervisory guidance in all areasserved by the MSSC;
• Offers proactive and on-the-spot, independent diagnosticsupport and problem resolution in a broad range of areas andissues;
• Exhibits excellent customer service while providing visitorswith clear, accurate information, solutions and resources, adheringto federal and state laws, FERPA and university policies andprocedures;
• Follows proper escalation and referral processes to home office specialist; and
• Reviews and responds to cases via Salesforce and other futurecommunication portals.

Document Review, Processing and Troubleshooting

• Collects documents submitted by students and visitors andreviews for accuracy;
• Scans/images documents and uploads to student records;
• Processes multiple student requests (submitted via paper oronline) to including Change of Major/Minor/Concentration, RefundRequests, Tuition Waiver, etc., to include updating officialstudent record in Banner;
• Updates student records in Banner and Salesforce with relevantnotes and comments; and
• Troubleshoots self-service issues and provides instruction onself-service features to students and other visitors.

Training and Knowledge

• Frequently monitors email and other electronic tools andresources to stay current on policy and procedure changes affectingstudents and the university community. Keeps abreast of university,departmental, federal and state regulations;
• Works to remain a general knowledge expert across all areasthat MSSC represents by attending periodic trainings with homeoffice specialists and supervisor as assigned;
• Assists with training of student employees as well as new,full-time Generalists; and
• Performs other related duties as assigned.

Required Qualifications:

• Associate’s degree in related field; or the equivalentcombination of education and experience;
• Demonstrated experience working in a fast-paced,customer-oriented environment;
• Demonstrated experience using computer systems;
• Skill in effective oral and written communication;
• Demonstrated skill in providing strong customer service;
• Demonstrated computer literacy;
• Ability to consistently provide quality customer service;
• Ability to learn and quickly navigate through multiple studentinformation systems including Banner and Salesforce;
• Ability to meet expectations in a fast-paced, customer-orientedenvironment; and
• Sensitive to culture diversity and ability to communicate andinteract effectively with people of diverse backgrounds.

Preferred Qualifications:

• Bachelor’s degree in related field;
• Some experience working in student services or universitysetting;
• Some experience and/or working knowledge of student servicesareas, particularly in a University Registrar's Office, FinancialAid, or Student Accounts office;
• Some experience providing service in a front-facing, walk-inenvironment;
• Some experience with Ellucian's Banner and Salesforce CRM;
• Knowledge of general university policies and procedures,Banner, Salesforce;
• Bilingual; and
• Desire to provide quality customer service.

Mason Ad Statement

George Mason University is a nationally ranked R1 researchuniversity committed to creating a more just, free, and prosperousworld. With 40,000 enrolled students, George Mason is the largestand most diverse public research university in Virginia, offeringdegree programs at the master's, doctoral, and professional level,along with certificates and credentials.

George Mason fosters an All Together Different environment forstudents, faculty, and staff, driven by our core beliefs. Webelieve in inclusivity over exclusivity; we believe in advancingour mission by being willing to take risks, not avoiding them; andwe believe our best work is possible when we apply our diversity oforigin, identity, circumstance, and thought.

Equity Statement

George Mason University is an equal opportunity/affirmative actionemployer, committed to promoting inclusion and equity in itscommunity. All qualified applicants will receive consideration foremployment without regard to race, color, religion, sex, sexualorientation, gender identity, national origin, age, disability orveteran status, or any characteristic protected by law.

Campus Safety Information

Mason’s Annual Security and Fire Safety Report is available athttp://police.gmu.edu/annual-security-report/