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Student Services Generalist
DATE:   9/28/2012
JOB TITLE:   Student Services Generalist
JOB STATUS:   Regular Full Time
FLSA STATUS:   Non-Exempt
WORK LOCATION:   Butler Bldg.
TITLE OF IMMEDIATE SUPERVISOR:   Assistant Director of Financial Aid
DEPARTMENT:   Student Services and Financial Services
SECTOR:   EVP
SALARY:   11.50

SUMMARY:
Under routine supervision, the Student Services Generalist is the main contact with students, parents, faculty, and staff; who have questions about Financial Aid, Student Accounts and Records. Service is provided by telephone, in-person, by e-mail, and through web-based and print resources forwarding as needed to others in the office for specific answers.

ESSENTIAL DUTIES:

  

  • Answer phones, take messages, make appointments, greet people and provide answers to general questions regarding Records, Financial Aid, and Student Accounts.
  • Maintain confidentiality of information, compliance with FERPA regulations, (including but not limited to student and employee personal information, student grades, etc.) both during and after their employment with the University. Any questions regarding the confidentiality of material should be referred to the supervisor. Any violation shall subject the employee to disciplinary action, up to and including termination of employment.
  • Provide information to internal and external customers, faculty and staff concerning room changes/reservations, process registrations, demographic changes, academic calendar, exam schedule, and the withdrawal process.
  • Explain and interpret student account billing, meal plans, and Campus Service Accounts.
  • Explain and interpret financial aid application process, award letters, loan processes and verification requirements.
  • Provide hands-on assistance to students who need help using their MyNU and WebAdvisor account.
  • Explain, accept and distribute forms.
  • Receive payments by telephone.
  • Assist parents and students making payments on-line.
  • Check HESC to determine whether TAP applications or additional information are required.
  • Provide hands on assistance at the computer completing their Direct Loan MPN, Entrance, or Exit Counseling; Perkins Promissory Note and Entrance Counseling, or TAP application. Check to be sure all requirements are satisfied.
  • Performs other duties as assigned.

GENERAL DESCRIPTION:

50%    Assisting students, parents, faculty and staff with questions or concerns    

20%    Explain, accept, or distribute forms

10%    Respond to e-mails

10%    Keep up with changes to regulations and University requirements

10%    i.e. Special assignments as specified   


REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:
 
  1. Proficiency to handle various office machines including but not limited to : calculator, computer, copy machine and fax; with strong clerical skills;
  2. Ability to receive telephone calls, respond to inquiries and effectively communicate with others.
  3. Strong oral and written communication skills; ability to speak and communicate effectively in public. 
  4. Computer literate with knowledge of computer software applications, including Microsoft Office, Outlook, Excel, and database management and ability to learn new computer software programs.
  5. Strong and accurate typing skills (including those necessary for mathematical symbols).
  6. Proficient use of voicemail, e-mail, and web browsing to respond to issues that require attention or correction. 
  7. Excellent customer service skills.
  8. Extensive knowledge of University events, services and procedures.
  9. Ability to exercise sound judgment and escalate issues to the next level when appropriate.
  10. Strong knowledge of student services policies and procedures regarding Financial Aid, Student Accounts, and Records, loans, out-of-school accounts, meal plans, pin numbers and passwords.
  11. Ability to move quickly among various functions and responsibilities.
  12. Reasonable understanding of federal, state, and institutional financial aid programs, policies, procedures, rules, and regulations in order to effectively communicate with and assist students and families.
  13. Ability to understand and to respond to customers from a “big picture” perspective.
  14. Interest in working as a team member in a cross-functional student services environment.
  15. Strong interpersonal skills to relate and work cooperatively and effectively in a team.
  16. Excellent organizational skills with attention to details.
  17. Ability to perform all essential job functions accurately with minimal direct supervision.
  18. Ability to display sound judgment to insure timely processing and completion of assigned tasks.

ERGONOMIC REQUIREMENTS:

The functions of the position usually performed sitting, but may require some amount of time standing. Some amount of stooping, kneeling, bending, crouching, lifting, walking, carrying and other movements may be required. Tasks involving working on a typewriter, computer keyboard, computer software applications, calculator, cutting, labeling, and taping involve extensive wrist and hand movement. All individuals are required to be able to perform these movements without significant risk of injury to themselves or others.


QUALIFICATION STANDARDS:

Minimum of High School education. Student Services experience preferred.

A minimum of two year’s relevant experience is preferred.

Demonstrated customer service skills.

 



Non Discrimination/Equal Employment Opportunity Statement Policy:

The University affirms its commitment to equal opportunity and non-discrimination and recognizes its responsibility to provide for all employees an environment that is free of discrimination and harassment based on gender, sexual orientation, race, color, creed, national origin, age, marital status, predisposed genetic disorder, Vietnam Era or disabled veteran status, disability or other category protected by law. The University also does not tolerate any actual or attempted reprisals or retaliation against an employee who raises a sincere and valid concern regarding harassment or discrimination. All such discrimination, harassment, and/or retaliation is, therefore, strictly prohibited. This policy protects and covers the conduct of all employees, without regard to job title or status. Anyone engaging in the above mentioned conduct is subject to disciplinary action up to and including discharge or termination of any other status.

Niagara University is an equal opportunity/affirmative action employer. Women and minorities are encouraged to apply. A copy of the Student Right to Know Annual Security Report is available at: http://www.niagara.edu/safety
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