Mane Desk Representative (HR Title: Enrollment Resources Representative)

About the Position

The Mane Desk Representative contributes to a culture that supports customer service, student satisfaction, retention, and student success. This position is a first level contact for students and other visitors via phone, ticketing system or in person by giving accurate and timely answers to questions about enrollment and registration, financial aid, billing and payments, and other related services. The Representative facilitates referral to academic advising, health services, student groups, academic schools, orientation, housing, dining and others.

Essential Functions

• Provide high level of service to students/families in person, on the phone, or the ticketing system.
• Responsible for answering questions, providing general information, researching solutions, and solving issues related to financial aid, enrollment, admissions, academic records, billing, and payments.
• Maintain knowledge and training of all Enrollment Services activities.
• Provide general financial aid information and instruction to students/families.
• Answer questions about University, state, and federal aid programs.
• Educate students/families on where to find information online.
• Provide deadlines, instructions and training to students/families to ensure submission of requirements on their account.
• Continually train to stay up to date on policy changes.
• Guide students/families through billing statements, refunds, payment plans, government forms and other financial transactions.
• Explain charges, deadlines, and share student account resources.
• Answer questions about the first-year and transfer application process, track application status, help schedule campus visits, answer general questions about academic scholarships, and verify that desired academic programs are available.
• Understand details of Admission events, processes and deadlines.
• Provide information about obtaining a certification of enrollment, logistics of academic ceremonies, degrees, enrollment, advising and grading.
• Aid with obtaining a transcript as a student or a third party.
• Explain how to drop classes, withdraw or explain the process to request first-year repeat, and direct to the appropriate forms.
• Advise on the Family Education Rights and Privacy Act of 1974.
• Participate in division and team meetings, and participate in ongoing training activities.
• Assist with entering customer service data, and updating reports or spreadsheets.
• Make recommendations for process improvement to continually elevate service level for students.

Education and Experience

• A High School diploma or equivalent is required.
• A Bachelor's degree is preferred.
• A minimum of three (3) years of experience is required.
• Experience working in customer service is required.
• Experience working and learning in a fast-paced environment is also required.
• Experience working in higher education is preferred.

Knowledge, Skills and Abilities

• Demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies.
• Demonstrate strong written communication skills.
• Identify and analyze problems, as well as devise solutions.
• Organize, plan and manage time effectively.
• Work under pressure and de-escalate situations.
• Familiarity with a high-volume, multi-line call center is preferred.
• Familiarity with Spanish is preferred.
• Proficient in Microsoft Outlook, Excel, PowerPoint and Word.
• Familiarity with PeopleSoft, QuikPay/Nelnet, CampusLogic and Slate is preferred.
• Ability to quickly learn new software is a plus.

Physical and Environmental Demands

• Sit for long periods of time
• Bend, squat, stand
• Push/pull
• Carry/lift 25 lbs.
• Handle objects (dexterity)

Deadline to Apply

This position is open until filled

EEO Statement

SMU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, age, disability, genetic information, veteran status, sexual orientation, or gender identity and expression.

Benefits

SMU offers staff a broad, competitive array of health and related benefits. In addition to traditional benefits such as health, dental, and vision plans, SMU offers a wide range of wellness programs to help attract, support, and retain our employees whose work continues to make SMU an outstanding education and research institution. SMU is committed to providing an array of retirement programs that benefit and protect you and your family throughout your working years at SMU and, if you meet SMU's retirement eligibility criteria, during your retirement years after you leave SMU. The value of learning at SMU isn't just about preparing our students for the future. Employees have access to a wide variety of professional and personal development opportunities, including tuition benefits.