Student Services Officer

Job Purpose

Administer and support a program or function or a segment of a larger program or function within a single unit under general supervision. Responsible for making recommendations and resolving routine first-level decisions on issues regarding admission, financial aid, housing, registrar services, visa services, student life, advising, career counseling, and academic services using defined policies and practices and professional knowledge. Provide advice to students on a range of issues to guide them in making appropriate choices and decisions.

Works on problems of moderate complexity (size, degree, focus, expertise) where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action.

Core Duties

• Oversee, review, and administer student records by analyzing data, counseling students, and providing recommendations that require interpretation and influence decisions. Make exceptions on issues of eligibility, course enrollment, and program requirements.
• Develop recommendations and collaborate with staff, faculty, and other offices to resolve programmatic issues within the school and across functional units (such as strategizing to ensure optimal enrollment). Provide advice to students on a range of issues, including, but not limited to, academic progress, academic program policies, career plans, accessibility, community standards, etc., to guide them in making appropriate choices and decisions.
• Apprise students of research, fellowship, and scholarship opportunities. Participate in related student recruitment and selection.
• Provide first-line response to identify students in crisis and refer to appropriate resources, as needed.
• Collect and analyze data from multiple sources including student feedback, surveys, trend reports, and data analytics. Prepare and summarize reports and make recommendations to enhance offerings, such as programs and courses, and to influence current processes and policies.
• Develop, analyze, influence, and review policies, processes, and programs by incorporating feedback and trend data learned from first-line interactions with students. Advise the manager and team on policy updates and provide recommendations for the implementation of changes.
• Identify trends, perform needs analysis, and participate in the implementation and testing of new technology.
• May develop marketing materials and strategies for program activities and outreach functions. Assist in planning and developing webinars, education fairs, and other external functions.
• May provide oversight with the administration of financial processes such as financial reimbursements, data entry, reviewing terms and conditions regarding contracts, understanding vendor requirements, and following up and resolving issues.
• May train and supervise other staff, volunteers, students, and temporary workers. * - Other duties may also be assigned.

Minimum Requirements

Education & Experience:

Bachelor's degree and two years of relevant experience, or a combination of education and relevant experience.

Knowledge, Skills, and Abilities:

• Strong written and verbal communication skills.
• Basic computer skills, including experience with Microsoft Office Suite.
• Basic analysis and problem-solving skills.
• Customer service skills.
• Relevant computer systems/technology experience.
• Understanding of financial transactions.
• Ability to learn and understand compliance with legal, financial, and university policies and external regulations.

Certifications and Licenses: None

Physical Requirements

• Frequently sit and 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.