Student Services Specialist

Stanford University; Palo Alto (CA); On-site; USD 99,000 - 105,000; Full time

Job summary

Stanford University is seeking an SSC Specialist within the Student Services Center in Palo Alto. You will administer and interpret university policies related to financial services, registrar services, and graduate admissions, resolving complex issues with independent judgment.

This student-facing role requires on-campus presence several days a week. You will communicate policies to students and staff, prepare reports, and support programs that improve service delivery.

Responsibilities

• Make decisions on holds; waive late fees and health service fees.
• Assist students with transcripts, enrollment records, and degree certifications.
• Explain university policies to students, parents, and staff.
• Provide guidance on programs and funds and advise on financial options.
• Summarize data and prepare reports and presentations.
• May train and supervise staff, volunteers, and temporary workers.
• Advise students on academic progress and financial policies.
• Assist with outreach and process improvements.

Job description

Budgeted Salary Range: The expected range for this position is $98,790 - $105,114 per annum

The Student Services Center (SSC) is dedicated to supporting academic success and well-being by assisting students with their registration and financial matters. We provide a centralized point of contact for addressing questions related to enrollment, academic progress and policy, and student billing. Our team is committed to delivering exceptional customer service to Stanford students, parents, alumni, staff and faculty through a variety of contact modalities. We strive to connect students with the resources they need and advocate for improvements in systems and processes. As the primary interface for the Registrar’s Office, Student Financial Services and Graduate Admissions, the SSC is proud to be part of the division of Student & Academic Services within Student Affairs.

SSC Specialist Role Overview:

The SSC Specialist will administer, implement, and interpret university and departmental policies and procedures related to financial services, registrar services, and graduate admissions. This role involves identifying, clarifying, and resolving complex or highly visible issues with significant impact that may involve multiple areas, utilizing advanced technical and professional knowledge that necessitates independent judgment. This position reports to the Associate Director of the Student Services Center.

The ideal candidate will have a proven track record of high productivity, clear communication and empathy. We are looking for a team member who consistently provides excellent customer service in a fast-paced environment, is skilled at acquiring and disseminating new information to assist others, and routinely supports their clients and colleagues with attention to detail, accurate analysis, and a flexible mindset. This position is a student-facing role and requires on-campus presence to cover specific hours at least 3-4 days a week or more during peak times; fully remote work is not an option for this role.

CORE DUTIES IN THE CONTEXT OF THE SSC SPECIALIST ROLE:

ADMINISTRATION & PROGRAM MANAGEMENT

• Make decisions regarding the removal and application of appropriate holds; evaluate petitions and waive late fees, late study list fee, and campus health service fees.
• Assist students with academic record requests: transcripts, enrollment and degree certifications, diplomas, dissertation submission, personal information updates, and third-party cover letters.
• Communicate University policies, Office of the Registrar policies, and Student Financial Services policies to students, parents, and staff in other University departments.
• Provide guidance and counsel, oversee and develop a wide range of programs and services, analyze effectiveness and make recommendations for future programs.
• Summarize data from multiple sources, prepare and manage reports and presentations.
• May train and supervise other staff, volunteers and temporary workers.

ADVISE AND ASSIST STUDENTS, ALUMNI, FACULTY AND UNIVERSITY STAFF

• Provide advice to students on a range of issues, including, but not limited to, academic progress, academic program policies, financial policies, etc., in order to guide them in making appropriate choices and decisions. May have to escape issues to a senior advisor.
• Explain the interaction of charges, funding, and payments on the student financial account.
• Advise students on programs and funds available through federal, state, private and institutional sources and how funds are applied to the student account.
• Advise students on financial support programs and safety nets appropriate to their situation. Apprise students of research, fellowship and scholarship opportunities, make recommendations and may award grants.
• Respond/advise students regarding quarterly graduation clearance, including checking a student’s progress towards graduation.
• Inform students regarding procedures for requesting exceptions to academic and financial policy. Advocate on student’s behalf to provide quick resolution.
• Resolve multi-dimensional matters in response to students in crisis, at risk, or who have other program issues, counsel students and parents on sensitive and confidential issues.

ORGANIZATIONAL CHANGE & PROCESS IMPROVEMENT / OUTREACH

• Work effectively with partner offices to prioritize and ensure proactive measures are implemented to reduce inquiries.
• Collaborate with others to help resolve program issues and concerns, interpret policies, and mediate complex and sensitive issues. May be tasked with evaluating and recommending program improvements.
• Lead, create and contribute to development of business practices and organizational change to improve processes and workflow.
• Recommend and implement tools and technologies that would benefit the SSC. Identify and evaluate data needs. Assist with the development, testing, and implementation of new technology.
• Develop and implement plans for outreach efforts, develop and maintain external community and university liaison represent department and university at meetings and events.