Description

West Virginia University, Student Financial Support & Services is accepting application for a (Hybrid) Student Services Coordinator.

About the Opportunity

This position provides a comprehensive program of services to WVU students, families and alumni by means of the WVU Hub.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year or more based on years of service (employee leave)
• 18 sick days per year (for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits.
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.
• Wellness programs

What you'll do:

• Counsels (in-person, telephone, and email) students and other customers with expertise in the following areas: cashiers, collections, financial aid, scholarships, student employment, registration, and student accounts.
• Employ professional judgment and independent decision-making skills to meet service needs within established policies and procedures.
• Manage all service-related inquiries (fax, email, mail, and web) using professional counseling techniques and client-focused service methods.
• Analyze status of student records using in-depth knowledge of university policies and procedures.
• Resolves complex problems. Develop and implement crisis intervention strategies.
• Manage conflicts and resolves complaints. Document causes and solutions and works with appropriate staff to develop prevention strategies. Makes expert referrals as needed.
• Participate in the management of the WVU Hub by performing duties including but not limited to the following: (1) mentoring newly hired representatives and (2) assists with the hiring, training, and supervision of Peer (student) Advisors.
• Participate in the design, development, and implementation of service (educational) programs for students and other constituents. Coordinates proactive service efforts in the areas of financial aid, registrar, and student accounts to improve student recruitment, retention, and graduation.
• Participate in the design, development and implementation of web, phone, and other technology-based self-service tools.
• Other duties as assigned by leadership of the WVU Hub and SFS.

Qualifications

• Bachelor's degree or an equivalent combination of education and related experience. Masters preferred.
• 3 years' experience involving:
  • Experience working in a fast-paced, high volume customer service environment. Experience working in a counseling or advising role in higher education is preferred.
  • Experience using complex computer information systems and/or relational databases to analyze data necessary to resolve issues is strongly preferred.
  • Experience with the Banner Student Information system is desired.
  • Computer experience using programs such as Word, Excel, PowerPoint and complex databases.
• Ability to serve customers graciously, quickly, and accurately exhibiting professionalism at all times.
• Excellent oral and written communication skills.
• Ability to communicate and interact effectively with people of all ages and diverse backgrounds.
• Ability to understand and follow complex instructions.
• Strong mathematical, analytical, and problem-solving skills
• Ability to multi-task and work effectively in a fast-paced, service-oriented environment.
• Accuracy and attention to detail are essential.
• Strong organizational skills and the ability to establish priorities.
• Ability to practice and maintain confidentiality.
• Team player who works well with others
• Demonstrated ability to be creative and think outside the box.

• Must be able to obtain and maintain access to work related databases such as, but not limited to, NSLDS, FAA Access, COD, etc.
• Daily:
  • Sitting for extended periods of time.
  • Computer and phone usage.