One Stop Program Coordinator II - (496713 )

The Chronicle Of Higher Education, Inc.; Houston (TX); On-site; USD 25,000 - 28,000; Full time

Job summary

The University of Houston System is seeking a One Stop Counselor to deliver front-line, student-focused support across Financial Aid, Student Business Services, and the Registrar, serving prospective and current students, alumni, parents, faculty and staff.

You will interpret federal, state, and institutional regulations to provide accurate guidance and resolve complex issues at first contact, while maintaining confidentiality, with in-person at Welcome Center and virtual via Call Center.

Qualifications

• Requires the ability to analyze and interpret procedures, policies and practices.
• Education/certification in a technical field with 18 months to 3 years duration typical for this role.
• Minimum of one year of directly job-related experience.
• Education/experience may be substituted as described in the posting.

Responsibilities

• Serve as the front-line University of Houston System’s One Stop, delivering seamless, student-focused support across Financial Aid, Student Business Services, and the Registrar.
• Act as the first point of contact for prospective and current students, alumni, parents, faculty and staff.
• Interpret institutional, state, and federal regulations to provide accurate guidance and resolve complex issues at first contact while maintaining confidentiality.
• Coordinate daily front-line operations for the One Stop, balancing virtual, call and in-person queues and ensuring service level targets.
• Provide cross-functional counseling that connects aid, billing, and registration to minimize student runaround and support timely degree progression.

Skills

Higher education experience

Enrollment services

Training and onboarding

Service leadership

Multitasking

Interpersonal skills

Policy interpretation

Stakeholder management

Education

Associate's degree or certification in a technical field

Job description

Department: Integrated EnrollmentServicesSalary: $18.32 - $20.60

Description

Coordinates and provides senior-level administrative support toan ongoing program at the University.

1. Coordinates program to ensure that implementation and prescribed activities are carried out in accordance with specified objectives.
2. Participates in planning and develops methods for program implementation and administration, coordinates program activities and processes.
3. Reviews program records and reports of activities.
4. Recommends modifications to methods or procedures as required.
5. Prepares recurring and ad hoc program reports for management use.
6. Assists in preparing reports, proposals, manuals, and other documentation as required for the program.
7. Participates in budget planning and is responsible for controlling expenditures in accordance with budget allocations for the program.
8. Conducts formal training or gives instruction regarding program policies and procedures.
9. Interacts with faculty, staff and students to promote the goals and objectives of the program.
10. Develops and maintains database on research studies, policy issues, etc.
11. Performs other job-related duties as required.

MQ: Education: Requires the ability and knowledge for analysis and interpretation of procedures, policies and practices attainable through specific education and/or training programs in a specialty or technical field. Advanced vocational or electronic skills or a basic knowledge of a professional field is required. An Associate's degree or certification/licensing in a technical specialty program of over 18 months and up to 3 years duration are characteristic of this field. Experience: Requires a minimum of one (1) year of directly job-related experience.

Additional Job Posting Information:

• Department is willing to accept education in lieu of experience.
• Department is willing to accept experience in lieu of education.

Additional Responsibilities:

Serve as the front-line University of Houston’s One Stop, delivering seamless, student focused support across Financial Aid, Student Business Services (billing & payments), and the Office of the University Registrar (records & registration). Acting as the first point of contact for prospective and current students, alumni, parents, faculty, and staff. The One Stop Counselor also interprets institutional, state, and federal regulations to provide accurate guidance and resolve complex issues at first contact—while maintaining strict confidentiality. Staff will provide exceptional customer service in-person at the Welcome Center and virtually via the Call Center and ticket resolution system.

• Coordinate daily front line operations for the OneStop, balancing virtual, call and in person queues, setting service priorities, and ensuring adherence to service level targets.
• Provide cross functional counseling that connects the dots between aid, billing, and registration to minimize student runaround and support timely degree progression.
• Maintains a high level of working knowledge of university information, organization, opportunities and policies. Stay abreast of federal, state and institutional rules and regulations.
• Responsible for referring students to appropriate home offices or other offices on campus as needed.

The ideal candidate for this position should possess the following:

• Higher Education experience, Enrollment Services preferred
• Experience with employee training and onboarding, including planning, executing and assessment
• Service leadership skills including mutual respect, active listening, and responsiveness.
• Must be a multi-tasker, organized, and able to work in a fast-paced, high-pressure environment
• Strong interpersonal and problem-solving skills.
• Ability to clearly interpret and implement policies and procedures.
• Ability to interact with all levels of internal and external constituents.

All positions at the University of Houston-System are security-sensitive and will require a criminal history check.

The University of Houston System and its universities are EqualOpportunity Institutions. Everyone is encouraged to apply.