Student Services Specialist 2

Student Services Specialist 2 Vice Provost for Student Affairs, Stanford, California Purpose The Student Services Center (SSC) is seeking a full-time Student Services Specialist 2 to join our team. The 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. 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. Duties

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 escalate 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. Other duties may also be assigned.

MINIMUM REQUIREMENTS

Education & Experience Bachelor’s degree and three years of relevant experience or combination of education and relevant experience. Knowledge, Skills, and Abilities Strong communication skills to clearly and effectively communicate information to internal and external audiences, client groups, and management. Advanced analysis and problem solving skills. Advanced computer skills, including experience with Microsoft Office Suite. Advanced customer service skills. Relevant computer systems/technology experience. Understanding of financial transactions. Ability to ensure and apply compliance with legal, financial, and university policies and external regulations.

PREFERRED SKILLS

You are agile with finding and learning new information, and adapt quickly to new processes and shifting policies. With attention to detail, you demonstrate strong ability to research, assess, analyze, and resolve problems using University systems, processes and interpretation of policies. You have an empathetic and patient customer service attitude, including the ability to work effectively with a broad spectrum of students, staff, parents, other departments, and external vendors. You excel at time management and are able to switch tasks easily and effectively manage priorities. You have a temperament to collaborate effectively and calmly during stressful and busy times. Team‑oriented, you are flexible to proactively share responsibilities and pivot quickly to meet student needs. You reliably maintain confidentiality in working with sensitive student information, both academic and financial. You are able to ensure and apply compliance with legal, financial, and university policies and external regulations, and must have the ability to enforce the internal controls implemented in the Student Services office. Some background in finance, with an understanding of accounting principles, is highly desired. An understanding of Federal Student Loan regulations, privacy regulations (FERPA), and collection regulations is a plus.

PHYSICAL REQUIREMENTS

Frequently sit, perform desk‑based computer tasks. Occasionally stand, walk, twist, use fine manipulation, grasp, use a telephone, write by hand, sort and file paperwork, lift, carry, push, and pull objects that weigh up to 10 pounds. Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources by submitting a contact form.

WORKING CONDITIONS

Typically working in‑person with colleagues and the Stanford community on the historic main campus. This is a hybrid position which requires 3‑4 days of onsite work per week.

WORK STANDARDS

Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations. Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned. Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, The expected pay range for this position is $94,998 to $98,000 per annum. Stanford University provides pay ranges representing its good faith estimate of the salary or hourly wage the university reasonably expects to pay for a position upon hire. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs. At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website provides detailed information on Stanford’s extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process. The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned. Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Additional Information Schedule: Full-time Job Code: 7502 Employee Status: Regular Grade: H Requisition ID: 108934 Work Arrangement : Hybrid Eligible #J-18808-Ljbffr Stanford University