One Stop Counselor 2

About the role

One Stop Counselors provide integrated student services to University students, families, faculty, and staff in the main areas of records and enrollment, billing, and financial aid. The One Stop Counselor position requires an in-depth understanding of and training on university, federal, and state policies regulating academic records, registration, financial aid, and student account billing. Additionally, One Stop Counselors are equipped with broad knowledge of campus resources and services.

As a vital resource for the University community, the One Stop Counselor must exhibit excellent problem-solving skills and independent professional judgment when resolving student questions and concerns. One Stop Counselors must possess an understanding of the University of Minnesota’s diverse community and engage in sensitive conversations related to academic success and financial matters. One Stop Counselors serve on various committees, engage in professional development, and provide campus and community outreach. Through their broad knowledge of the University, One Stop Counselors have the authority to apply independent discretion and professional judgment without supervisor approval in a variety of situations, many of which have significant impact to the University.

Academic Support Resources supports hybrid and flexible working arrangements. Work arrangements are determined in coordination with supervisors depending on the nature of the unit and position. The arrangement for this position will be determined upon hire between employee and supervisor.

Responsibilities

Counseling and Advising (75%)

• Counsel, advise, investigate, problem-solve, and resolve questions and issues from current and previous students, parents, faculty, staff, collegiate units, other third parties, and the public.
• Deliver a holistic counseling experience for course enrollment information, academic records, financial aid, billing, and payment with a continuous focus on academic and degree progress, financial wellness, student retention, and graduation rates.
• Provide in-depth financial aid advising concerning financial aid applications, eligibility, disbursement, refunds, cost of attendance figures, different aid types, loan comparisons, and appeals.

Standards:

• Provide customer service consistent with One Stop’s inclusive and welcoming service standards.
• Provide start-to-finish student service using professional judgment and individual discretion in both simple and complex issues involving minimal supervisory guidance.
• Offer proactive and on-the-spot, independent diagnostic support and problem resolution in a broad range of areas and issues.
• Interpret University, state, and federal policies and procedures; exercise professional judgment and authority to implement changes and make exceptions to policies without supervisory approval.
• Continually look for ways to improve service to students.

Appeals, Waivers & Petitions (10%)

• Evaluate and process Late Registration Fee Appeals, Late Payment Fee Appeals, Student Service Fee Assessment Requests, and Class Time Conflicts.

Standards:

• Accurately counsel students on the impact to their record based on the type of waiver, appeal, or petition submitted.
• Thoroughly investigate appeals, waivers, and petitions as well as supporting documentation to make decisions.
• Contact appropriate parties for further information when needed.
• Evaluate and act on appeals, meeting deadlines established for each appeal.
• Review student eligibility for financial aid based on current enrollment.
• Communicate results of waiver, appeal, or petition to students in a professional manner.

Community Outreach & Other Duties as Assigned (15%)

• Present One Stop orientation presentations to students, parents, and other University staff.
• Deliver financial aid and student account/billing presentations to the University community, local high schools, and other requested external presentations.
• Serve on committees as needed.
• Act as outreach liaison for colleges and departments.
• Complete other duties as assigned.

Standards:

• Deliver high-quality, professional public presentations and represent the University of Minnesota at student and family events that target critical student outcomes.

Qualifications

Required Qualifications:

• BA/BS degree with at least two years of related experience including one year of experience in a customer service-related field, or a combination of related education and work experience to equal six years.
• Ability to react to customers quickly, accurately, and congenially.
• Excellent oral and written communication skills; ability to write clear, concise communications using effective writing skills.
• Sensitive to cultural diversity and ability to communicate and interact effectively with people of all ages and identities.
• Proven ability to work effectively as a team member.
• Ability to analyze and interpret data and make independent decisions; responsible for decisions.
• Highly motivated, focused, and results-oriented.
• Ability to meet expectations in a fast-paced and dynamic, customer-oriented environment.
• Must be able to effectively present information and represent the University of Minnesota at outreach events, both on- and off-campus.

Preferred Qualifications:

• Student financial aid, registration, student accounts receivable experience in a higher education setting.
• Knowledge of and experience with the University of Minnesota-Twin Cities campus, including institutional and unit policies, procedures, and processes.
• Demonstrated project management and public speaking skills.
• Availability to attend outreach events, which will include evening and weekend hours and travel.
• Working knowledge of Microsoft Office, Google Suite (GMail, Drive, Docs, etc.), student records or financial software (PeopleSoft), and CRM platforms (Salesforce).

About the Department

The mission of Academic Support Resources (ASR) is to make a positive difference in students’ lives. ASR is committed to cultivating and sustaining an environment that is diverse, equitable, and inclusive. The knowledge, skills, and abilities of all ASR employees include job knowledge, communication, problem-solving/analysis, development, leadership, teamwork, and customer service.

One Stop Student Services provides quality, professional service in support of students' academic and financial objectives. One Stop counselors are experts in registration, financial aid, academic records, billing, financial wellness, and veteran services. Service is provided at two on-campus locations, including East Bank and St. Paul, as well as via email, virtual, and phone.

Pay

Pay Range: $52,000 to $53,872 annually ($25.00-$25.90); depending on education/qualifications/experience.

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Benefits

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off.
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program.
• Low-cost medical, dental, and pharmacy plans.
• Healthcare and dependent care flexible spending accounts.
• University HSA contributions.
• Disability and employer-paid life insurance.
• Employee wellbeing program.
• Excellent retirement plans with employer contribution.
• Public Service Loan Forgiveness (PSLF) opportunity.
• Financial counseling services.
• Employee Assistance Program with eight sessions of counseling at no cost.
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area.

While our salary ranges provide a framework, it is important to note that most of the time, the initial pay may not reach the maximum of the range. This approach ensures that compensation reflects the value and unique contributions of each candidate while maintaining equity within our organization. As part of our commitment to fair and equitable compensation, please be aware that the salary offered to incoming candidates will be based on their individual credentials and experience.