Student Services Specialist 2

About the role

The Student Services Center (SSC) is seeking a full-time Student Services Specialist 2 to join our team. The SSC is dedicated to supporting academic success and well-being by assisting students with their registration and financial matters. We provide a centralized point of contact for addressing questions related to enrollment, academic progress and policy, and student billing.

Responsibilities

• Make decisions regarding the removal and application of appropriate holds; evaluate petitions and waive late fees, late study list fee, and campus health service fees.
• Aid students with academic record requests: transcripts, enrollment and degree certifications, diplomas, dissertation submission, personal information updates, and third-party cover letters.
• Communicate University policies, Office of the Registrar policies, and Student Financial Services policies to students, parents, and staff in other University departments.
• Provide guidance and counsel, oversee and develop a wide range of programs and services, analyze effectiveness and make recommendations for future programs.
• Summarize data from multiple sources, prepare and manage reports and presentations.
• May train and supervise other staff, volunteers and temporary workers.
• Advise and assist students, alumni, faculty and university staff.
• Work effectively with partner offices to prioritize and ensure proactive measures are implemented to reduce inquiries.
• Collaborate with others to help resolve program issues and concerns, interpret policies, and mediate complex and sensitive issues.
• Evaluate and recommend program improvements.
• Lead, create and contribute to development of business practices and organizational change to improve processes and workflow.
• Recommend and implement tools and technologies that would benefit the SSC.
• Identify and evaluate data needs.
• Assist with the development, testing, and implementation of new technology.
• Develop and implement plans for outreach efforts, develop and maintain external community and university liaison represent department and university at meetings and events.

Qualifications

• Education & Experience: Bachelor’s degree and three years of relevant experience or combination of education and relevant experience.
• Knowledge, Skills, And Abilities: Strong communication skills to clearly and effectively communicate information to internal and external audiences, client groups, and management. Advanced analysis and problem solving skills. Advanced computer skills, including experience with Microsoft Office Suite. Advanced customer service skills. Relevant computer systems/technology experience. Understanding of financial transactions. Ability to ensure and apply compliance with legal, financial, and university policies and external regulations.

Prioritization

• You are agile with finding and learning new information, and adapt quickly to new processes and shifting policies.
• You have an empathetic and patient customer service attitude, including the ability to work effectively with a broad spectrum of students, staff, parents, other departments, and external vendors.
• You excel at time management and are able to switch tasks easily and effectively manage priorities.
• You have a temperament to collaborate effectively and calmly during stressful and busy times.
• You are flexible to proactively share responsibilities and pivot quickly to meet student needs.
• You reliably maintain confidentiality in working with sensitive student information, both academic and financial.
• You are able to ensure and apply compliance with legal, financial, and university policies and external regulations, and must have the ability to enforce the internal controls implemented in the Student Services office.
• You have an understanding of Federal Student Loan regulations, privacy regulations (FERPA), and collection regulations is a plus.

Physical Requirements

• Frequently sit, perform desk-based computer tasks. Occasionally stand, walk, twist, use fine manipulation, grasp, use a telephone, write by hand, sort and file paperwork, lift, carry, push, and pull objects that weigh up to 10 pounds.
• Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities.

Work Standards

• Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
• Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.

Benefits

Stanford University provides pay ranges representing its good faith estimate of the salary or hourly wage the university reasonably expects to pay for a position upon hire. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs. At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/benefits-rewards) provides detailed information on Stanford’s extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.