One Stop Student Success Specialist

About the Role

One Stop Student Services is seeking a dynamic, positive, and motivated professional to join our team. The Student Success Specialist 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. This role will work under the supervision of the One Stop Assistant Director for Financial Aid.

Responsibilities

• Provides exemplary customer service through answering questions, providing interpretations, and offering 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 via phone, email, and in-person.
• Guides students and families in completing necessary paperwork/online requirements, such as admission applications, FAFSA/Institutional Aid, and class registration.
• 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 cases to the Assistant Director according to training and guidance.
• Manages, maintains, and stays up to date on Federal, State, and University regulations of student records, financial aid, and admission, adhering to FERPA requirements.
• Temporarily lifts 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, working with other campus offices to provide this information to students/families.
• Reviews and processes documentation from various sources, including Enrollment Change Forms, withdrawals, external scholarship forms, and sibling enrollment forms.
• Performs compliance functions related to University by-laws, state, and federal rules and regulations, ensuring accurate data entry and appropriate supporting documentation.
• Reviews current processes and procedures, providing insight to Assistant and Associate Directors regarding improvements and implementing changes as appropriate. May participate in committees and meetings associated with One Stop improvement.
• Tests software upgrades, bundles, and fixes related to One Stop data, creating and updating 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.
• Works on special projects (short- and long-term) utilizing strong technical understanding and broad knowledge of One Stop functionality, potentially assisting in policy and procedure development.
• May provide leadership and support for 20+ student workers throughout the office.
• Performs related work as required.

Requirements

• Bachelor’s degree in an appropriate field by the start of the appointment and two years of full-time employment in a related area, or an 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 or more 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.

Pay

The salary range for this position is $53,943 to $58,000.

Schedule

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.

Benefits

• Competitive salary.
• Employee and dependent tuition waivers at UConn.
• Additional benefits, including health and retirement plans (see UConn Health Benefits for details).

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).