Senior Student Services Specialist

Edtech.com's Summary

George Washington University is hiring a Senior Student Services Specialist. The role involves providing specialized customer service and support across Student Accounts, Financial Aid, and Registration, managing escalated issues through resolution while mentoring staff and developing service expertise.

Highlights

Provide backup support to Specialists during peak times.
Identify system issues and recognize escalation points.
Synthesize information across Student Accounts, Financial Aid, and Registration.
Collaborate with colleagues to resolve student issues and update university systems.
Perform transactions and exception requests as needed.
Serve as first point of contact for escalations and consultations.
Mentor staff, model best practices, and deliver ongoing training.
Required qualifications: Bachelor's degree plus 2 years relevant experience or Master’s degree; degrees must be conferred by start date; equivalent combination of education, training, and experience considered.
Preferred background in Registrar, Student Accounts, or Financial Aid.
Hiring salary range: $47,073.26 - $77,725.62.

Senior Student Services Specialist Full Description

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Please see Special Instructions for more details.

Employer will not sponsor for employment Visa status

Posting Details

I. JOB OVERVIEW

Job Description Summary:	The Office of Enrollment and Student Success (ESS) is a mission-driven organization providing a cohesive experience throughout all phases of the student lifecycle, from the admissions and enrollment process through graduation and beyond, by supporting a connected, comprehensive, and student-centered approach to the student experience. ESS includes the offices of undergraduate admissions, graduate enrollment, career services, student financial assistance, student success, and student services, systems, and analytics. ESS is committed to a student-first mentality, utilizing a data-driven approach to continuous assessment and improvement across the organization. Student Financial and Registration Services (SFRS) is an integrated student services organization designed to assist students, parents, and the GW community in person and via email and phone with navigating administrative processes related to financial aid, billing, and registration. Our team members are cross-trained in these three areas to ensure a seamless service experience and resolve inquiries at the first point of contact whenever possible. The Student Services Hub (SSH), our in-person service center, is located in the University Student Center. The Senior Student Services Specialist provides specialized customer service in the areas of Student Accounts (SAO), Financial Aid (OSFA), and Registration (OTR). The Senior Student Services Specialist provides support to Specialists by delivering individualized consultation and escalation services and owns open issues from first escalation to resolution. Duties include: Provides backup and support to Specialists during high volume or peak periods. Stays alert to any issues in the systems or systemic trends, recognizing points of escalation. Synthesizes information from a variety of sources to form a cohesive picture of SAO, OSFA, and OTR. Liaises with colleagues in OSFA, OTR, and SAO to resolve student issues, updating GW systems as necessary. Performs transactions and exception requests as necessary. Serves as the first point of contact for escalations or consultations. Shepherds student issues through to resolution, providing a consistent point of contact throughout the entire process. Identifies shortfalls or disconnects that occur within the organization or systems. Develops and recommends solutions. Identifies big trends and misarticulations. Develops expertise in all areas and establishes specialization in one or more service areas. Acts as a resource formally and informally for Specialists. Mentor staff by modeling best practices, sharing expertise, and guiding them through challenging professional scenarios Create and deliver training to staff throughout the year. Be available for weekend and evening work as needed. Performs other duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
Minimum Qualifications:	Qualified candidates will hold a Bachelor’s degree in an appropriate area of specialization plus 2 years of relevant professional experience, or, a Master’s degree or higher in a relevant area of study. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.
Additional Required Licenses/Certifications/Posting Specific Minimum Qualifications:
Preferred Qualifications:	Background in Registrar/Student Accounts/Financial Aid is preferred. Superior Customer Service skills Detail and results-oriented Empathetic Effective communicator Critical thinking Strong relationship-building skills Ability to operate efficiently and effectively in high-stress situations Demonstrate a commitment to promoting and enhancing diversity Ability to work well both independently and collaboratively in a team is desired. Deep and dedicated commitment to diversity, accessibility, inclusion, and student well-being
Hiring Range	$47,073.26 - $77,725.62
GW Staff Approach to Pay	How is pay for new employees determined at GW?

Healthcare Benefits

GW offers a comprehensive benefit package that includes medical, dental, vision, life & disability insurance, time off & leave, retirement savings, tuition, well-being and various voluntary benefits. For program details and eligibility, please visit https://hr.gwu.edu/benefits-programs.

II. JOB DETAILS

Campus Location:	Foggy Bottom, Washington, D.C.
College/School/Department:	Enrollment Management
Family	Enrollment Services
Sub-Family	Generalists
Stream	Individual Contributor
Level	Level 2
Full-Time/Part-Time:	Full-Time
Hours Per Week:	40
Work Schedule:	Monday - Friday, 8:30 a.m. - 5:00 p.m.
Will this job require the employee to work on site?	Yes
Employee Onsite Status	On-campus (in person)
Telework:	No
Required Background Check:	Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search
Special Instructions to Applicants:	Employer will not sponsor for employment Visa status
Internal Applicants Only?	No
Posting Number:	S014156
Job Open Date:	04/29/2026
Job Close Date:	07/30/2026
If temporary, grant funded, Sponsored Project funded or limited term appointment, position funded until:
Background Screening	Successful Completion of a Background Screening will be required as a condition of hire.
EEO Statement:	The university is an Equal Employment Opportunity employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

* Are you currently employed with The George Washington University?
- No
- Yes
* For current GW employees, have you completed your Introductory Employment Period (IEP)? (As a reminder, employees in their IEP are not eligible to apply for other internal university staff and research positions until the IEP is complete.)
- Yes, IEP complete
- No, still in IEP
- N/a - not a current GW employee
* What is your salary range expectation?
(Open Ended Question)

Documents needed to Apply

Required Documents

Resume
Cover Letter

Optional Documents

Human Resource
Management & Development

2013 H Street, NW, 3rd Floor
Washington, DC 20006

Phone: 202-994-8500
Fax: 202-994-9680
Email: [email protected]
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Original Job Description