Job ID359274 LocationTwin Cities Job FamilyStudent Services Full/Part TimeFull-Time Regular/TemporaryRegular Job Code9703OS Employee ClassAcad Prof and Admin About the Job Hiring Salary Range: $51,748 - $56,000 DOQ Priority Application Deadline: Friday, Jan. 26 (review of applications will begin on Jan. 31) Counseling & Advising (60%) 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. Advise on in-depth financial aid questions ensuring adherence to all regulatory compliance concerning financial aid applications, financial aid eligibility, disbursement and refunds, cost of attendance budget components, different aid types, loan comparisons, special circumstances, and estimated family contributions for tuition and fees. 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. Expected to continually look for ways to improve service to students by developing new initiatives or success measures that will contribute to retention, graduation, student satisfaction, and other student success measures. Scope of initiatives may include partnerships with other departments and programs on campus. Presentations, Projects, Outreach, & Committees (20%) Deliver 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. Provide leadership on various projects, initiatives, and committees that have One Stop and Academic Support Resources involvement. Members of the training team develop curriculum and documentation for new staff and ongoing training programs for all One Stop staff. Train new and existing staff using a variety of training strategies, including instructor-based training, interactive learning, mentoring, discussion, review, case studies, and role playing. Develop curriculum, advising standards, and learning outcomes for one-on-one financial literacy and financial wellness counseling sessions with students, as well as other financial wellness programming. Complete other duties as assigned. Standards: Expected to deliver high quality, professional public presentations and represent the University of Minnesota at student and family events that target critical student outcomes. Develop and update presentation materials to ensure accurate and relevant information. Provide input on large scale initiatives which have long-term impact to the operating practices for faculty, staff, and students across the University of Minnesota system. Actively build relationships across the University community. Develop training curriculum using an inclusive and collaborative approach. Create assessment scenarios, learning outcomes, and role playing activities to increase retention of training content. Individually tailor financial wellness appointments by preparing pre-session research, collaborating with the student on financial goals and objectives, and creating post-session follow-up to ensure student's goals were met. Promote Financial Wellness program through st ategies and communication tactics, including social media, digital signage, website, classroom presentations, and community engagement and outreach. Appeals, Waivers & Petitions (10%) Evaluate and complete: Late Registration Fee Appeals, Late Fee Appeals, Student Service Fee Waiver Requests, Class Time Conflicts Evaluate and complete high impact appeals, including: Standards: Accurately counsel students on 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. Use professional judgment on legitimacy of appeal. Communicate results of waiver, appeal, or petition to students in a professional manner. Coaching and Indirect Supervision of Student Staff (10%) Serve as an accessible and knowledgeable coach and mentor for the Customer Relations Representatives (CRR). Standards: Assist CRRs with understanding and interpreting.University policy and procedures. Advise CRRs as they receive questions outside their job scope and manage escalated cases on a regular basis. Assist CRRs in the development of a positive, proactive communication style, and quality customer service, escalation, and counseling skills. Use professional judgment and discretion when receiving intricate and escalated calls or emails. Provide specific and holistic feedback on CRR performance in order to support training, growth, and development. Leverage their expertise to ensure the best candidates are hired for new CRR positions and assist with curriculum development for the onboarding process. Qualifications REQUIRED QUALIFICATIONS: BA/BS degree with at least four years of full-time work experience, or a Master's degree with at least two years of full-time work experience. At least one or more years of experience in a customer service related field. Completion of self-paced, online professional development Money Management Essentials course within one year of hire date. PREFERRED QUALIFICATIONS: Master's degree with six or more months of experience working in One Stop Student Services. Student financial aid, registration, or student accounts receivable experience in a higher education setting preferred. 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). Ability to react to customers quickly, accurately, and congenially. Excellent oral and written communication skills with the ability to write clear, concise communications using effective writing... For full info follow application link. The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds. The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu.