Edtech.com's Summary

Drexel University is hiring a Drexel Central Coordinator to serve as the frontline phone and email contact for students and families navigating financial aid, billing, registration, and student records. The coordinator resolves day-to-day inquiries while escalating complex cases to senior staff in Financial Aid, the Bursar, and the Registrar. Working under the Assistant Director of Drexel Central, this role blends customer service with a working knowledge of University, state, and federal policy.

Highlights

Answers calls and emails as the frontline contact for financial aid, billing, registration, and student record questions
Meets face-to-face with students at the Drexel Central service desk
Escalates difficult cases to senior representatives in Financial Aid, the Bursar, and the Registrar
Tracks daily and weekly quality assurance goals for response time and accuracy
Complies with University, state, and federal regulations on data access and release
Pays $18.89 to $28.33 per hour based on qualifications and experience
Requires an associate’s degree and 1 year of experience in higher education administration, sales, marketing, tele-counseling, or hospitality
Prefers experience in a high-volume call center and familiarity with Microsoft Office and Banner
Works evenings and weekends as needed
Splits time between remote and in-person work, on-site 3 days a week

Drexel Central Coordinator Full Description

Work Type: Full-Time

Location: Hybrid/Flexible Work Arrangement

Categories: Drexel University, Enrollment Management and Student Success

Job Summary

The Coordinator, under the direction of the Assistant Director of Drexel Central, serves as the frontline phone and email contact for prospective and current Drexel students and their families in the areas of financial aid, billing, registration, and student records. The Coordinator is responsible for providing excellent customer service to these students, and this position requires the employee to gain an in-depth knowledge of University, state, and federal policies and procedures to be able to provide proactive assistance and guidance while working with students. This position requires the ability to resolve difficult situations on the University’s behalf, and the judgment to ascertain when and how situations should be escalated to senior representatives in Drexel Central, Financial Aid, Bursar, and the Registrar.

This is a hybrid position, working in person 3 days.

Essential Functions

Provides first-point-of-contact counseling for prospective and current Drexel students and their families in the areas of financial aid, billing, registration, and student records
Answers incoming calls, researches and responds to email incidents, and meets face-to-face with students in Drexel Central
Provides outstanding customer service to students and families, assisting with finding appropriate solutions to financial aid, registration, and billing needs
Approaches every student encounter professionally and with a positive, welcoming, and caring attitude
Develops and maintains a comprehensive understanding of University policies and procedures related to financial aid, billing, registration, and student records, and effectively counsels students on navigating these processes
Meets daily and weekly quality assurance goals as an individual and team member for returning student inquiries and quality of information communicated
Demonstrates an understanding of Drexel’s Code of Conduct, HR policies, and commitment to integrity and ethical behavior
Complies with all University, state, and federal regulations regarding the access and release of data
Participates in outreach activities as assigned
Performs other duties as assigned

Required Qualifications

Minimum of an Associate’s Degree or an equivalent combination of education and work experience
Minimum of 1 year of experience in higher education administration, sales, marketing, tele-counseling, or hospitality experience
Ability to work evenings and weekends as needed
Computer proficient
Excellent communication skills, both verbal and written
Problem-solving and critical thinking skills

Preferred Qualifications

Experience working in a high-volume call center
Experience using Microsoft Office Suite (Excel) and Banner
Strong customer service skills alongside a desire to serve and help students, families, and related constituent organizations
Ability to work in a changing environment with aggressive customer service goals
Ability to collaborate with peers and superiors to achieve the Division’s goals
Exceptional organizational skills
Ability to work as part of a team in a fast-paced, goal-driven environment
Ability to interpret and communicate university, state, and federal policies related to financial aid, registration, and billing functions
Experience working with various audiences

Compensation

This position is classified as Non-Exempt, grade H. Compensation for this grade ranges from $18.89 to $28.33 per hour. The offered rate will vary based on the successful candidate’s qualifications and experience, department budget, and an internal equity review.

Equal Opportunity Statement

Drexel University is an Equal Opportunity/Affirmative Action employer that welcomes individuals from diverse and neurodiverse backgrounds and perspectives, and believes that an inclusive and respectful environment enriches the University community and the educational and employment experience of its members. The University prohibits discrimination against individuals on the basis of race, color, national origin, religion, sex, sexual orientation, disability, age, status as a veteran or special disabled veteran, gender identity or expression, genetic information, pregnancy, childbirth or related medical conditions and any other prohibited characteristic.

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Drexel Central Coordinator

Edtech.com's Summary

Drexel Central Coordinator Full Description

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