One Stop Student Success Specialist

JOB SUMMARY

One Stop Student Services is seeking a dynamic, positive, and motivated professional to join our team! The Student Success Specialist (Student Services Program Assistant 2) position is primarily focused on providing exemplary customer service in a high-traffic public area while participating in several high-level, detailed projects concerning financial aid, admission, and registrar functions. A high degree of accuracy and efficiency while working in a fast-paced, dynamic environment is required. The successful candidate should expect to spend approximately 80% of their time on phone calls and emails with students and families. The current vacancy will work under the supervision of our One Stop Assistant Director for Financial Aid.

DUTIES AND RESPONSIBILITIES

Working under the supervision of the Assistant Director of One Stop for Financial Aid as part of the Student Services team to complete assigned tasks, the Student Success Specialist is responsible for the following: 

• Provides exemplary customer service through answering questions, providing interpretations and relevant or proactive suggestions on matters related to admission, registration, financial aid, orientation and general University policies and procedures for students, families, faculty and staff through a variety of means such as phone, e-mail, and in-person.
• Guides students and families in the completion of necessary paperwork/online requirements, such as admission application, FAFSA/Institutional Aid, and successfully registering for classes.  
• Consults with Lead Specialists and Assistant Directors on questions and student/family cases that require assistance beyond standard policies and processes. Collects necessary information from students/families and escalates these cases to the Assistant Director according to training and the Assistant Director's guidance.
• Manages, maintains and stays up to date on Federal, State and University regulations of student records, financial aid and admission. Adheres to FERPA requirements for student information.
• May temporarily lift specific holds as identified by Service Level Agreements with other offices and at the instruction of Assistant/Associate Directors.
• Researches documents and information related to One Stop functions such as records requests, aid eligibility requirements and/or appeals, and mismatched admission application materials. Works with other campus offices to identify and provide this information to students/families.
• Reviews and processes documentation from various sources such as Enrollment Change Forms, withdrawals, external scholarship forms and sibling enrollment forms.
• Performs several compliance functions related to University by-laws, state, and federal rules and regulations. In all cases, incumbents must ensure data entry is done in accordance with regulations and that the supporting documentation is accurate and appropriate.
• Reviews current processes and procedures, providing insight to Assistant and Associate Directors regarding improvements and implementing as appropriate. May include participating in committees and meetings associated with One Stop improvement. Tests software upgrades, bundles, and fixes in relation to One Stop data. Creates and updates documentation as needed.
• Participates in education and outreach regarding One Stop information and functions at events including presentations and resource fairs on Storrs and regional campuses, online, and off-site throughout the state. 
• Assigned to work on special projects (short- and long-term) utilizing strong technical understanding and a broad knowledge of One Stop functionality. May participate in all aspects of these projects and assist in policy and procedure development.
• May provide leadership and support for 20+ student workers throughout the office.
• Performs related work as required.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in an appropriate field by the start of the appointment and two years full-time employment in a related area, or equivalent combination of education and experience.
• Demonstrated experience in a high-volume, rapidly changing customer service setting.
• Experience performing work that requires attention to detail, adherence to deadlines, and independent decision-making.
• Experience providing clear and professional oral and written communications to diverse audiences to explain policies, procedures, or other complex information. 
• Demonstrated administrative, organizational and problem-solving aptitude.
• Experience working with electronic data processing systems or related technology to enter, retrieve, and manage information.
• Experience establishing and maintaining effective working relationships with a wide range of individuals, such as students, families, colleagues, or members of the public, in a professional or customer service setting.

PREFERRED QUALIFICATIONS

• Three plus years of related experience.
• Previous higher education experience at a large University.
• Demonstrated knowledge of recordkeeping systems and experience being precise with quantitative data.
• Experience with a student information system (PeopleSoft preferred) or other large database, scanning software.
• Experience reading and interpreting policies (internal, University and State of Connecticut).
• Knowledge of FERPA.

APPOINTMENT TERMS

The salary range for this position is $53,943 to $58,000. This is a full-time, permanent position located on the Storrs Campus. This position requires occasional travel across Connecticut to regional campuses or other locations for events.  The University offers a competitive salary, and outstanding benefits, including employee and dependent tuition waivers at UConn, and a highly desirable work environment.  For additional information regarding benefits, please visit UConn Health Benefits and explore the sections under the Benefits & Leaves and Engagement & Learning headers. Other rights, terms, and conditions of employment are contained in the collective bargaining agreement between the University of Connecticut and the University of Connecticut Professional Employees Association (UCPEA).

TERMS AND CONDITIONS OF EMPLOYMENT

Employment of the successful candidate is contingent upon the successful completion of a pre-employment criminal background check.

TO APPLY

Please apply online at Faculty and Staff Positions, Search #499762 to upload a resume, cover letter, and contact information for three (3) professional references. Applicants must clearly demonstrate how they meet the stated minimum qualifications, and any preferred qualifications they may possess, in their application materials.

This job posting will be posted until filled.

All employees are subject to adherence to the State Code of Ethics.

All members of the University of Connecticut are expected to exhibit appreciation of, and contribute to, an inclusive, respectful, and diverse environment for the University community.

The University of Connecticut aspires to create a community built on collaboration and belonging and has actively sought to create an inclusive culture within the workforce. The success of the University is dependent on the willingness of our diverse employee and student populations to share their rich perspectives and backgrounds in a respectful manner. This makes it essential for each member of our community to feel secure and welcomed and to thoroughly understand and believe that their ideas are respected by all. We strongly respect each individual employee’s unique experiences and perspectives and encourage all members of the community to do the same. All applicants will receive consideration for employment without regard to race, color, ethnicity, religion, age, sex, marital status, national origin, ancestry, sexual orientation, genetic information, physical or mental disabilities, veteran’s status, status as a victim of domestic violence and/or sexual assault and/or trafficking in persons as defined by Connecticut law, prior conviction of a crime, workplace hazards to the reproductive systems, or gender identity or expression.

The University of Connecticut is an AA/EEO employer including for Disability and Veteran status.