One Stop Counselor

Job Description - Full Time

The ORU One Stop Counselor serves as part of a centralized team, delivering a student-first approach to service excellence. This role supports enrollment growth by providing a seamless and integrated experience across key student service areas, including the Registrar, Financial Aid, Student Accounts, and Student Success. The Counselor acts as a primary point of contact for current students and their families, offering expert support, solving problems, and responding to inquiries with care and professionalism.

Essential Functions

• Deliver a high-quality front-line experience for ORU students and families by creating a welcoming, supportive, and service-oriented environment. Respond to walk-in, phone, email, and virtual inquiries regarding enrollment, billing, financial aid, student records, holds, and registration processes.
• Communicate promptly and effectively, balancing task completion with personal connection.
• Investigate and resolve student concerns by researching issues and determining appropriate actions. Exercise sound judgment, escalate issues as necessary, and keep students informed throughout the process.
• Utilize multiple software platformssuch as Salesforce (CRM), Vision (student information system), Banner (ERP), and D2L (LMS)to conduct thorough reviews and provide holistic student support.
• Communicate with clarity, tact, and professionalism in both oral and written formats.
• Collaborate effectively in a team environment while demonstrating initiative, accountability, and a commitment to student success.
• Provide exceptional customer service through active listening, critical thinking, and the ability to respond appropriately to diverse student needs.
• Availability to work flexible hours, including evenings and weekends, as needed.
• Meet or exceed service performance metrics.
• Support departmental initiatives and complete special projects as assigned.

Requirements

Knowledge & Experience:

• Bachelor's degree is required (ORU graduate preferred).
• Two (2) years of related work experience in higher education, customer service or related field required.

Skills & Abilities:

• Must be computer literate to include Word, Excel, and PowerPoint. The ability to speak multiple languages is a plus.
• Ability to work together as a team.
• Must have excellent organizational and interpersonal skills and be able to articulate information well, both verbally and in written form.
• Must have an eye for detail due to the need for accurate record keeping/recording of information that is personal, monetary, and time-sensitive related.
• Must be self-motivated, be driven to meet goals, possess a strong work ethic and be able to prioritize.
• Must have the ability to exercise discretionary judgment.
• Excellent problem-solving skills and time management skills are a must.
• Always maintain a high level of confidentiality regarding both student records and internally sensitive information.
• Must have the ability to work both as a team member and independently; use sound judgment regarding organizational and departmental regulations, procedures, and policies; quickly establish and maintain rapport with students, faculty, alumni, administration, and parents from varying cultural backgrounds.
• Must have the ability to prioritize multi-tasks in the midst of a fast-paced, high-demand work environment while always maintaining a professional demeanor.
• Must remain flexible with regard to external factors that may affect the work schedule.

Equal Employment Opportunity:

Oral Roberts University promotes equal employment opportunities for all individuals regardless of differences in race, color, religion, sex, national origin, age, disability, or veteran status.