Service Advisor

Overview One Stop Service Advisors perform a vital role in assisting and educating students to navigate administrative processes related to financial aid, billing, and registration. They provide support through walk-in, phone, email, live chat, and virtual meetings. They help students access and use technology for self-service and offer basic advising and information on university programs, requirements, academic policies, and student rights and responsibilities. The role involves solving problems related to systems, policies, or procedures, particularly those that are dynamic, interconnected, and span multiple administrative areas. The Service Advisor uses university resources, attends trainings and meetings, reads emails and updates, and uses the university website to stay informed about policy changes, important dates, deadlines, and opportunities for students. They also contribute to quality control and make recommendations to improve the administrative experience for students. Responsibilities Provide services to students to introduce them to UMass Boston administrative policies and procedures and assist them in accessing information and related services using student systems and technology Expose and train students to features and services available via the student information system, including but not limited to: health insurance waiver, demographic information updates, enrollment verifications, transcript requests, financial aid information, to-do lists, payment plans, account summary, grade information, course registration, Direct Loan Entrance Counseling, and/ or Master Promissory Note Introduce and refer students to UMass Boston services in advising, career counseling, internship, student life, student employment, and housing Provide information on student IDs, parking passes, MBTA passes and other programs that support student connections to the campus Educate students regarding loan adjustments, excess funds, direct deposit, and financial aid book advances Assist with FAFSA submission and corrections, FAFSA ID and password management, IRS retrieval, verification, special circumstances appeals, and SAP appeal process Maintain compliance with FERPA and other federal and state regulations Contribute to the improvement of service delivery, information dissemination, and student satisfaction Provide general information on financial aid eligibility and application requirements, gift aid, and loan programs Assist students via in-person, email, chat, phone, and scheduled Zoom appointments Solve problems related to systems, policies, or procedures, especially complex or cross-functional issues Qualifications Bachelor's degree with at least five years of experience in student and/or enrollment services in an advising or informing role; or a high school diploma with 10+ years of experience in lieu of a Bachelor's degree Experience working in a diverse student and staff environment and a commitment to supporting a variety of student populations Ability to work effectively in a highly collaborative, team-based environment Technical competence and the ability to understand both the big picture and the details of complex systems Ability to manage significant amounts of information and data Proven experience in service delivery and problem resolution Good judgment, responsiveness, courtesy, and a strong student-service orientation Strong interpersonal skills, discretion, and resourcefulness to interact with students, families, and staff across departments Working knowledge of FERPA and related federal and state regulations Ability to work in a busy, high-volume environment and manage multiple service channels Willingness to work flexible hours, including occasional evenings and weekends Application Instructions Please apply online with your resume, cover letter, and a list of three professional references. Review of candidates will begin after the application closing date. Salary note: This is an exempt union position. All official salary offers are subject to approval by Human Resources. UMass Boston is committed to the full inclusion of all qualified individuals. Reasonable accommodations are available for the hiring process; if needed, please contact View email address on click.appcast.io or View phone number on click.appcast.io. #J-18808-Ljbffr