Student Services Navigator — Frontline Guidance

Commonwealth of VA Careers; Virginia; Hybrid; USD 42,000 - 62,000; Full time

Job summary

The Commonwealth of VA Careers is seeking a MSSC Generalist in Fairfax, VA to deliver high-quality service to students and the university community in person, by email, or by phone. The role covers Financial Aid, Student Accounts, Admissions, and the Registrar, aiming to advocate for students and remove barriers to success.

The Generalist will help students navigate university processes, update records in Banner and Salesforce, and provide instruction on self-service features.

Qualifications

• Associate’s degree or equivalent experience in a related field.
• Demonstrated experience in a fast-paced, customer-oriented environment.
• Demonstrated experience using computer systems and software.
• Strong oral and written communication skills.
• Proven ability to provide quality customer service and navigate multiple systems.

Responsibilities

• Counsels, advises and resolves questions from students, parents, faculty and staff.
• Provides start-to-finish student service in a range of issues with minimal supervision.
• Offers proactive problem resolution and accurate information to visitors.
• Maintains compliance with FERPA, university policies and procedures.
• Uses Salesforce and Banner to document cases and update records.
• Troubleshoots self-service issues and guides students through processes.

Skills

Customer service

Strong communication

Computer literacy

Education

Associate's degree in related field

Bachelor’s degree in related field

Tools

Banner

Salesforce

Job description

The Commonwealth of VA Careers is seeking a MSSC Generalist in Fairfax, VA to deliver high-quality service to students and the university community in person, by email, or by phone. The role covers Financial Aid, Student Accounts, Admissions, and the Registrar, aiming to advocate for students and remove barriers to success.

The Generalist will help students navigate university processes, update records in Banner and Salesforce, and provide instruction on self-service features.