Student Services Representative

Student Services Representative

Student Services is the first point of contact bridging academic and administrative functions and services at Tufts. Student Services provides a wide range of support, from guidance on how to pay tuition, apply for financial aid, obtain a transcript, register for classes, and leverages their service center structure in support of other student facing department's service needs when appropriate. Student Services collaborates with students, families, faculty, staff, and outside agencies to provide accurate and timely information and support of the completion of university transactions, as they relate to their areas of expertise.

The Student Services Representative is the first point of contact for the Office of the Registrar, Financial Aid, the Bursar for the schools of Arts, Sciences and Engineering, University College, and financial services for the Fletcher School. The Student Service Representative provides support to other student facing offices and operations when appropriate. The Student Service Representative provides high-quality service via phone call and email assisting students, faculty, staff, parents, and alumni navigating a wide range university and governmental policies and processes. Student Service Representatives explain and interpret university policy and resolve questions and problems for students, faculty, staff, and parents. They are responsible for maintaining accurate information, policies, and processes that are compliant and reflect current practices.

• Accurately interpret and efficiently explain a wide range of university and governmental policies, procedures, and practices regarding student records, financial aid, student billing, and other administrative functions as they relate to the student life cycle while promoting and providing excellent customer interactions in person, by phone and email, ensuring a smooth and thorough referral to other offices when necessary.
• Answer department telephone and email, assisting students, parents, faculty, staff, and alumni obtain accurate information.
• Utilize university systems and websites to streamline, support, and enhance communications.
• Complete requests for transcripts, verifications, licensure forms, and letters as requested.
• Respond to requests for information; determine appropriateness of release of information under well-established university and federal policies; transmit information, when appropriate.
• Meet service level agreements by executing tasks with a timely, accurate, and customer-focused approach.
• Ensure positive interactions with customers when following up on inquiries and paperwork.
• Strive to provide best in class support and customer service to the Tufts community and constituents.
• Provide training and support to colleagues.
• Support and contribute to an equitable and inclusive work environment where cultural diversity is celebrated and valued, echoed in the service provided to students, faculty, staff, parents, and alumni.
• Other Duties as assigned.

Basic Requirements:

• Bachelor's Degree
• High School Diploma /GED
• Ability to use all aspects of Microsoft Office and Zoom
• Ability to learn aspects of the Student Information Systems, Powerfaids and Transact systems that will assist in timely response
• Must become familiar with University operational calendar and information flow regarding: student records, biographical data and University policies and procedures
• Excellent organizational, communication, and time management skills
• Ability to use good judgment and discretion in handling sensitive issues
• Demonstrated ability to multi-task and not be hindered by frequent interruptions
• Accuracy and attention to detail to respond and interact with diverse populations
• Acknowledge errors in a timely and professional manner

Preferred Qualifications:

• Some college work and experience in education/higher education setting

Special Work Schedule Requirements:

This is a hybrid role expected to be on campus at least 2 days each week. May require extended hours during high volume times during the academic year.

Pay Range: Minimum $23.00, Midpoint $27.35, Maximum $31.70 Salary is based on related experience, expertise, and internal equity; generally, new hires can expect pay between the minimum and midpoint of the range.