Mason Student Services Center Generalist

Cooperative Education; Fairfax (VA); Hybrid; USD 42,000 - 62,000; Full time

Job summary

George Mason University is seeking a MSSC Generalist within the Division of Enrollment Management. The role provides high-quality in-person and digital service to prospective and current students, families, and university staff across Financial Aid, Student Accounts, Admissions, and the Registrar.

The position emphasizes advocacy for students, helps navigate university processes, and supports issue resolution with an emphasis on customer service excellence.

Qualifications

• Requires an associate degree or equivalent experience with strong customer-service skills.
• Preferred bachelor’s degree in a related field.
• Experience using Banner and Salesforce is advantageous.
• Demonstrated ability to navigate multiple university information systems.

Responsibilities

• Counsels, advises, and resolves questions from students, parents, and staff with minimal supervision.
• Processes student requests and updates official records in Banner; uses Salesforce for documentation.
• Keeps knowledge current on policies by attending periodic trainings and staying informed on changes.
• Delivers accurate information and resources, following FERPA and university procedures.
• Performs other related duties as assigned.

Skills

Customer service

Communication skills

Computer literacy

Multi-system navigation

Education

Associate's degree in related field

Bachelor's degree in related field

Tools

Banner

Salesforce CRM

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 visa sponsorship

Pay Band: 03

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

About the Department:

In collaboration with the George Mason University community, and as part of the Office of the Provost, the Division for Enrollment Management optimizes student recruitment and retention by developing and implementing strategic enrollment plans, overseeing the admissions process, providing financial aid services, and managing the Mason Student Services Center—a centralized student services resource. The Division’s activities support the achievement of institutional enrollment goals by placing the student(and family) at the center of our work, supporting a culture of transparency, and leveraging data to inform decision-making.
The Mason Student Services Center (MSSC) is the first stop and the central resource for information and solutions related to registration, enrollment, financial aid, billing, academic records and other student support services. Members of the Mason Student Services Center team provide assistance to new and continuing students at all points of their academic career, in one convenient location, thus eliminating the need to visit multiple offices on campus.

About the Position:

The MSSC Generalist is responsible for delivering high quality service to visitors in-person, via email, on the phone or other electronic means. Generalists disseminate essential information, aid in the navigation of online resources, and answer questions for prospective and continuing students, their families, and the university community in all areas represented by the Mason Student Services Center including Financial Aid, Student Accounts, Admissions, and the Office of the University Registrar. The primary function of this position is to operate in the spirit of advocacy on behalf of the student. The primary goal of the Generalist is to remove barriers to student success by helping the student manage business-related university processes. Generalists must effectively address student concerns and requests, while proactively anticipating additional issues.

Responsibilities:

Counseling and Advising

• Counsels, advises, investigates, problem-solves, and resolves questions 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 and complex issues involving minimal supervisory guidance in all areas served by the MSSC;
• Offers proactive and on-the-spot, independent diagnostic support and problem resolution in a broad range of areas and issues;
• Exhibits excellent customer service while providing visitors with clear, accurate information, solutions and resources, adhering to federal and state laws, FERPA and university policies and procedures;
• Follows proper escalation and referral processes to home office specialists; and
• Reviews and responds to cases via Salesforce and other future communication portals.

Document Review, Processing and Troubleshooting

• Collects documents submitted by students and visitors and reviews for accuracy;
• Scans/images documents and uploads to student records;
• Processes multiple student requests (submitted via paper or online) to including Change of Major/Minor/Concentration, Refund Requests, Tuition Waiver, etc., to include updating official student record in Banner;
• Updates student records in Banner and Salesforce with relevant notes and comments; and
• Troubleshoots self-service issues and provides instruction on self-service features to students and other visitors.

Training and Knowledge

• Frequently monitors email and other electronic tools and resources to stay current on policy and procedure changes affecting students and the university community.Keeps abreast of university, departmental, federal and state regulations;
• Works to remain a general knowledge expert across all areas that MSSC represents by attending periodic trainings with home office 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 equivalent combination 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 student information systems including Banner and Salesforce;
• Ability to meet expectations in a fast-paced, customer-oriented environment; and
• Sensitive to culture diversity and ability to communicate and interact effectively with people of diverse backgrounds.

Preferred Qualifications:

• Bachelor’s degree in related field;
• Some experience working in student services or university setting;
• Some experience and/or working knowledge of student services areas, particularly in a University Registrar's Office, Financial Aid, or Student Accounts office;
• Some experience providing service in a front-facing, walk-in environment;
• 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.

Posting Open Date:October 7, 2026

Posting Close Date:October 21, 2026

Open Until Filled:No