Job Title:

Counselor II, One Stop Student Services

Kent Campus - Kent, OH

Salary:

$41,114- $51,183

Basic Function:

To provide customer service in a comprehensive student service unit that provides integrated cross-functional service in the areas of registration/enrollment, student records, student accounts, financial aid, and student financial counseling to all University constituents including students (prospective, current, former and alumni), parents/families, staff, faculty and other campus community members. Reports to Counselor III, One Stop Student Services (Division of Academic Affairs).

Additional Basic Function – if applicable:

Examples of Duties:

Duties/essential functions may include, but not be limited to, the following:

Provide start-to-finish One Stop student services using judgment and discretion in both simple and complex issues involving minimal supervisory guidance.

Deliver a holistic counseling experience related to course enrollment information, academic records, financial aid, billing and payment with a continuous focus on academic success and degree progress, financial wellness, student retention and graduation rates.

Investigate, problem-solve, and resolve questions and issues from students (current, former and alumni) and parents/families related to financial aid, registration, student accounts, and financial wellness.

Assist students/families with navigation of the University student portal, mobile ap., and/or One Stop website for purposes related to registration/enrollment, student records, student accounts, and financial aid.

Provide referrals to other university offices/partners as needed

Provide One Stop related presentations to students and parents/families.

Serve as mentor/role model to One Stop Counselor I’s.

Ensure the security and confidentiality of all student record information and submitted documentation to comply with Federal Educational Rights and Privacy Act (FERPA).

Work closely with the Financial Aid, Registrar and Bursar Offices to ensure accuracy of information.

Develop and maintain a culture that supports student success and the mission of integrated enrollment services.

Assist with special projects.

Perform related duties as assigned.

Additional Examples of Duties – if applicable:

Supervise student employees in the Call Center area as they assist callers with inquiries related to the content areas covered by the One Stop. Also co-manage the hiring and training of these student employees.

Minimum Qualifications:

Bachelor’s degree and three years’ experience within a financial aid, registrar or bursar office OR a combination of education and experience equivalent to seven years of related experience in financial aid, registration, student accounts or other financial related experience (billing, accounting, etc.).

License/Certification:

Not applicable.

Knowledge Of:

Higher education organizational structure

Financial aid, registration, and/or student billing *

Customer relation management (CRM) systems *

Student information systems *

Microsoft Office Suite

Family Educational Rights and Privacy Act (FERPA)

Skill In:

Development and delivery of engaging presentations

Written/verbal and interpersonal communication *

Building and motivating productive and enthusiastic teams to fulfill the mission of the organization *

Problem-solving / problem resolution

Ability To:

Provide exemplary customer service *

Communicate complex concepts clearly and concisely (via various methods of communication; in-person, phone, email, instant messaging chat) *

Demonstrate leadership and direction

Adapt to new technology, software, and procedures as required *

Plan and direct work activities to manage time effectively and set priorities

Exercise discretion in distributing and receiving information of a confidential and sensitive nature

Communicate effectively with the University community

Multi-task while managing multiple projects and assignments *

Work varied hours to include evenings and weekends during peak periods

Preferred Qualifications – if applicable:

Master's degree. Experience in a One Stop Student Services Center.

Assessments:

Asterisk (*) indicates knowledge, skills, abilities which may require assessments. Assessments could take the form of interview questions, a request to provide work samples or a written or practical test to assess job related competencies.

Working Conditions / Physical Requirements:

None

Working Schedule:

40-HOURS AND VARIED AT PEAK TIMES, COULD INCLUDE TRAVEL FROM BUILDING TO BUILDING & OFF CAMPUS.

Additional Information:

Must pass a security check.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

For official job descriptions, visit www.kent.edu/hr.

Kent State University is a Smoke-Free, Tobacco-Free University effective July 1, 2017. Smoking and tobacco use are not permitted on any of Kent State’s campuses or other locations and properties that are owned, operated, or leased by Kent State, both domestic and international. For additional details, visit www.kent.edu/smoke-free.

Diversity Statement

Kent State University is committed to the creation and nurturing of a diverse community of individuals through inclusive excellence. Diversity involves recognizing the value of differences and the inclusion of all members of the community including those that experience discrimination or under representation. This is a core value of the organization as we strive for a culturally diverse student body, faculty and staff that reflect the multicultural nature of Ohio, the nation, and our world.

Disclaimer:

The intent of this description is to illustrate the types of duties and responsibilities that will be required of positions given this title and should not be interpreted to describe all the specific duties and responsibilities that may be required in any particular position. Directly related experience/education beyond the minimum stated may be substituted where appropriate at the discretion of the Appointing Authority. Kent State University reserves the right to revise or change job duties, job hours, and responsibilities.