Student Service Counselor

Jobtailor; Philadelphia (Philadelphia County); On-site; USD 45,000 - 75,000; Full time

Job summary

Jobtailor in Philadelphia, PA seeks a Student Services Support professional to handle academic records, registration, financial aid, and related matters. You will manage inquiries, coordinate with university partners, and ensure policy compliance while documenting interactions in enterprise systems.

The role requires a Bachelor’s degree plus 2–3 years’ experience, strong communication skills, and familiarity with Salesforce, Banner, Zoom, and Teams. Knowledge of FERPA is essential.

Qualifications

• Bachelor’s degree and 2–3 years of relevant experience or equivalent combination of education and experience.
• Ability to understand, apply, and remain compliant with federal, Title IV, state, and higher education requirements including FERPA.
• Strong organizational, analytical, interpersonal, oral, and written communication skills.
• Exceptional attention to detail.
• Experience with Salesforce, Banner, Zoom, and Microsoft Teams preferred.
• Customer service experience in student registration or financial aid is a plus.

Responsibilities

• Provide comprehensive student services support on academic records, registration, financial aid, loans, billing, waivers, certifications, petitions, and related matters.
• Escalate and coordinate complex cases with specialists and University partners through resolution and closure.
• Receive, research, investigate, and resolve inquiries via in-person, phone, email, virtual meetings, and online channels.
• Gather and review documentation for requests, appeals, and concerns.
• Interpret and apply federal/state policies and FERPA rules.

Skills

Academic Records Management

Financial Aid Processing

Documentation Review

Case Resolution

Data Analysis

Education

Bachelor's degree and 2–3 years experience

Tools

Salesforce

Banner

Zoom

Microsoft Teams

Automated Call Distribution Systems

Job description

Responsibilities

• Provide comprehensive student services support regarding academic records, registration, financial aid, loans, billing, payments, waivers, certifications, petitions, and related matters
• Escalate and coordinate complex cases with functional specialists and University partners through resolution and closure
• Receive, research, investigate, and resolve inquiries through in-person, phone, email, virtual meeting, and online channels
• Gather and review documentation for requests, appeals, and concerns
• Interpret and apply institutional, state, and federal policies and regulations, including FERPA and financial aid regulations
• Manage and document interactions using Salesforce, Banner, Zoom, Microsoft Teams, automated call distribution systems, and other technologies
• Support specialized processes involving outside scholarships, diplomas, and veteran and military services
• Participate in professional development, committee work, and special projects
• Mentor work-study staff when needed
• Perform other assigned duties supporting SRFS responsibilities

Requirements

• Bachelor of Science, Bachelor of Arts, and 2 to 3 years of experience or equivalent combination of education and experience is required
• Ability to understand, apply, and remain compliant with federal, Title IV, state, and higher education institutional requirements, including FERPA
• Strong organizational, analytical, interpersonal, oral, and written communication skills
• Exceptional attention to detail
• Background checks may be required after a conditional job offer
• Experience with Salesforce, Banner, Zoom, and Microsoft Teams preferred
• Customer service experience, preferably in a student registration or financial aid department

Core Competencies

Demonstrates expertise in student services support, including academic records, financial aid, and compliance with FERPA and federal regulations. Proficient in managing inquiries and documentation while utilizing tools like Salesforce and Banner to enhance service delivery.

Highest-signal resume keywords

• Student Services Support
• FERPA Compliancei
• Salesforce Experience
• Financial Aid Regulations
• Customer Service Experience

Hard Skills

• Academic Records Management
• Financial Aid Processing
• Documentation Review
• Case Resolution
• Data Analysis

Soft Skills

• Organizational Skills
• Interpersonal Skills
• Analytical Skills
• Attention to Detail
• Communication Skills

Industry Keywords

• Higher Education
• Title IV Compliance
• Student Registration
• Veteran Services
• Scholarship Management

Tools & Technologies

• Salesforce
• Banner
• Zoom
• Microsoft Teams
• Automated Call Distribution Systems