Student Service Counselor

Drexel University; Philadelphia (Philadelphia County); On-site; USD 45,000 - 68,000; Full time

Job summary

Drexel Central is a student's one-stop solutions center for financial aid, registration, billing, and student records. The Student Service Counselor is a frontline representative responsible for assisting students and their families with these questions through email, telephone, and in-person contact using a proactive, service-friendly, and professional approach.

This is a hybrid, working in person 3 days a week.

Qualifications

• Bachelor's degree or equivalent combination of education and work experience.
• Minimum of 6 months of higher education experience.
• Strong customer service skills and problem-solving mindset.
• Ability to thrive in a fast-paced, detail-oriented environment.
• Strong communication skills.
• Ability to interpret and communicate university, state, and federal policies as they relate to financial aid, registration, and billing.
• Strong arithmetic and analytical skills; ability to work independently.
• Ability to work evenings and weekends a few times a year.

Responsibilities

• Provide outstanding customer service to students and families.
• Assist students with financial aid, registration, and billing needs.
• Link students to other campus services.
• Interact with university constituencies outside Drexel Central.
• Maintain knowledge of policies, procedures, and deadlines.
• Collect and review documents for accuracy.
• Participate in outreach activities including nights and weekends.
• Communicate with clients in a prompt, cordial and professional manner.
• Use university resources per policies.
• Demonstrate integrity and ethical behavior.
• Follow through on commitments and duties.
• Comply with regulations regarding system access and data release.
• Perform other duties as assigned.

Skills

Customer service

Communication

Detail-oriented

Problem solving

Independence

Initiative

Evenings weekends

Education

Bachelor's degree or equivalent

Tools

Banner

Microsoft Windows

Job description

Job no: 507154

Work type: Full-Time

Location: Hybrid/Flexible Work Arrangement

Categories: Drexel University, Enrollment Management and Student Success

Job Summary

Drexel Central is a student's one-stop solutions center for issues related to financial aid, registration, billing, and student records. The Student Service Counselor is a frontline representative responsible for assisting students and their families with these questions through email, telephone, and in-person contact using a proactive, service-friendly, and professional approach.

This is a hybrid, working in person 3 days a week.

Essential Functions

• Provide outstanding customer service to students and families.
• Assist students with finding appropriate solutions to any and all financial aid, registration and billing needs.
• Appropriately link students to other services on campus.
• Interact and serve university constituencies outside of Drexel Central while providing superlative customer service to them.
• Maintain knowledge of current university, state, and federal policies, procedures and deadlines associated with Drexel Central functions.
• Collect and review documents for accuracy and completeness.
• Participate in outreach activities as assigned including nights and weekends (both Saturday and Sunday).
• Communicates with and addresses the needs of clients and guests in a prompt, cordial and professional manner.
• Use university resources in a responsible manner and according to university policies and guidelines.
• Demonstrates an understanding of Drexel's Code of Conduct, HR policies, and commitment to integrity and ethical behavior.
• Follow through on commitments to clients and completing assigned duties.
• Comply with all state and federal regulations regarding the access of systems and release of data.
• Perform other duties as assigned.

Required Qualifications

• Minimum of a Bachelor's Degree or the equivalent combination of education and work experience. (Please review the Equivalency Chart for additional information.)
• Minimum of 6 months of higher education experience.
• Strong customer service skills alongside a strong desire to help students and problem-solve.
• Ability to thrive in a fast paced and detail-oriented environment.
• Strong communication skills.
• Ability to interpret and communicate university, state, and federal policies as they relate to financial aid, registration, and billing functions.
• Strong arithmetic and analytical skills.Ability to work independently and demonstrate initiative.
• Ability to work evenings and weekends a few times a year as needed.
• Interest in working in higher education and working with students, families, and related constituent organizations.

Preferred Qualifications

• Familiarity with computers and competency in navigating and performing data entry in a Microsoft Windows system.
• Experience using Banner.

Location

Hybrid/Flexible Work Arrangement

Additional Information

This position is classified as Exempt, grade I. Compensation for this grade ranges from $45,330 - $68,000 per year. Please note that the offered rate for this position will vary based on the successful candidate's qualifications and experience, department budget, and an internal equity review.

Applicants are encouraged to explore the Professional Staff salary structure and Compensation Guidelines & Policies for more details on Drexel's compensation framework. For information about benefits, please review Drexel's Benefits Brochure.

Drexel University is an Equal Opportunity/Affirmative Action employer that welcomes individuals from diverse and neurodiverse backgrounds and perspectives, and believes that an inclusive and respectful environment enriches the University community and the educational and employment experience of its members. The University prohibits discrimination against individuals on the basis of race, color, national origin, religion, sex, sexual orientation, disability, age, status as a veteran or special disabled veteran, gender identity or expression, genetic information, pregnancy, childbirth or related medical conditions and any other prohibited characteristic.

Background investigations are required for all new hires as a condition of employment, after the job offer is made.

Drexel University, in compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) publishes the Drexel University Security & Fire Safety Annual Report for current and prospective students and employees. This report contains important safety information and crime statistics for the previous three years.