Student Services Specialist

Position Information

General Information

Vacancy Open to All Candidates
Employment Type Permanent - Full-time
If time-limited, note appointment end date
Hours per week 40
Months per year 12
Position Number 008035
NC Salary Grade Equivalency 67
Classification Title Student Services Specialist - Journey
Working Title Student Services Specialist
Salary Range $37,516
Anticipate Hiring Range $37,516
FLSA Status Non Exempt
Division Academic Affairs
Department Enrollment Management (Adm)
Work Unit Niner Central
Work Schedule

Shift to be scheduled within operating hours of 7:30am-6:30pm(8 hour working shift).

Weekend hours will be required for special events on campus.

Primary Purpose of Position

The primary purpose of the Niner Central Student Services Specialist position is to provide front line counseling, superior customer service and support, and holistic problem resolution in the areas of registration, financial aid, student accounts and general student inquiries. This position will provide information and service relative to policies, processes and procedures to prospective and current students, parents and other visitors, and perform other duties as assigned. The Niner Central Administrative Support Specialists will escalate issues of first and second level support to the Student Services Specialist. The position is expected to troubleshoot student issues and resolve complex issues that may cross over several departments. This position is expected to go beyond just simply answering the question a student may ask, and instead review their record and issues in a holistic manner and resolve or provide guidance on multiple issues. This position provides essential feedback and recommendations regarding ongoing process management and improvement of the Niner Central department.

Minimum Education/Experience

Graduation from a four-year college or university and two years of administrative or office management experience in the student services or related field; or equivalent.

Essential Job Duties

Employee performs a range of student services and related administrative work within the UNC Charlotte Niner Central OneStop. This position is characterized by tasks, which follow prescribed laws and guidelines as well as focusing on student academic, social, and emotional development. Work includes managing, administering, directing, promoting, and leading activities in the areas of financial aid, registration, student accounts, campus life, and other administrative units dedicated to student service. Employee is responsible for managing data using a variety of computer applications, making independent decisions within federal, state, and university policy, interpreting, communicating, and adhering to policies and procedures, developing and establishing adequate internal controls to support legislation, evaluating patterns and recommending alternatives, student personnel management and scheduling, student development, developing and maintaining effective working relationships with and among students, parents, faculty, and staff, and other external entities and providing excellent customer service. This work may also include research, planning, development, and implementation of student programming in response to student and university needs. Work will often require extensive contact with accreditation agencies, counterparts and colleagues at other Universities, as well as the campus community and local and/or regional community in order to explain programming options, processes, policies, and procedures. Employee is required to exercise confidentiality in accordance with policy and applicable state, federal and local laws such as FERPA (Family Educational Rights and Privacy Act), PCI (Payment Card Industry), and HIPAA (Health Insurance Portability and Accountability Act). Employee will also be expected to contribute to administrative decisions regarding labor, budget management, facilities and inventory management, program expenses within current funding levels, as well as projecting future expenses for program continuation, development, and implementation.

Other Work Responsibilities

Managing Work Processes:
Collaborates effectively in a team environment to design, enact and continuously improve upon interconnected work standards, processes, and procedures. Engage in in-house training and also take the initiative to find answers to questions that are presented by students. Demonstrated understanding of how a resolution to student issues may cross over several departments and processes and the troubleshooting required to solve those issues. Works with team members to regularly review key performance and service indicators, identify gaps and implement ongoing measures to address gaps to ensure standards and expectations are consistently met or exceeded so as to serve the student to the highest ability Creates and facilitates cross-training opportunities to improve/enhance work processes and willingly shares knowledge and resolutions with other team members as a learning tool. Demonstrates understanding of how student services are an open system – that poor service delivery and errors may cause negative financial impact and ultimately impact the retention and graduation of students. Recognizes how individual decisions impact other people, program areas and service delivery goals. Uses independent judgment regarding service tiers and escalation protocols for referring clients to tier 3 support, as appropriate. Composes and organizes ideas logically and succinctly in a variety of formats such as emails, letters, memos, reports, and presentations. Appropriately changes/adjusts style to meet the needs of the student services program and audience (students, parents, co-workers, and other third-parties) so that there is clear understanding by the intended audience. Routinely proofreads targeted written communications and sensitive materials and edits content constructively. Demonstrates a commitment to excellence by accepting constructive feedback for improvement in written communications from others. Manages multiple modes of cross-functional communication including email, phone, and face-to-face with students, parents and stakeholders.

Client/Customer Service:
Demonstrates an understanding that Niner Central will provide the highest quality service on campus and offer holistic problem resolution. Serves as a champion for Niner Central by providing outstanding customer service to students, parents and other stakeholders. Effectively develops and maintains working relationships across multiple teams and functional areas in order to initiate, facilitate and complete work or resolve issues in assigned student service program area. Independently interprets and effectively communicates policy, process and procedures within cross-functional student service program areas when responding to requests/inquiries and non-standard issues. Delivers superior service which is friendly, comprehensive, accurate, clear, timely a professional manner. Continually provides answers and solutions that go beyond what the student asked to solve issues and provide guidance in a holistic manner that will promote retention and graduation. Routinely provide guidance and helpful hints to students about issues, processes, or deadlines that may affect their progress. Ensures that the student feels like they are cared for by the university and that the service provider in invested in their success. Employs de-escalation techniques and conflict management strategies when appropriate. Appropriately prioritizes the role and interests of the client. Maintains effective working relationships across campus in order to appropriately refer clients for tier 3 support when needed.

Decision Making:
Demonstrates knowledge and use of effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions across a variety of functional areas and student services. Uses all available student services information, policies, processes, and procedures to correctly answer questions and facilitate appropriate action necessary to resolve issues from a holistic viewpoint. Proactively identifies and recommends improvements in policies, processes, procedures, forms, reports, systems, etc. which will provide more effective and efficient service to our clients and remove obstacles to graduation. Takes appropriate action consistent with documented protocols and university goals.

Coordinates and manages a broad scope of work operations and processes to meet programmatic expectations and outcomes for the Niner Central One Stop. Provides ongoing analysis and assessment of the client services workflow and tiers. Identifies new and expanding services to continuously improve processes, communication and coordination among Niner Central, Financial Aid, Bursar, Registrar’s Office and many other functional areas. Assists with designing and delivering training for new, temporary and part time employees as well as ongoing cross-training for existing Niner Central employees. Demonstrates the ability to manage multiple and competing priorities effectively. During peak service times, prioritizes the service and processing needs of multiple stakeholders and clients.

Program Management:
Collaborates with team leaders and managers to identify and understand student services issues, client needs and possible obstacles to graduation to effectively address and resolve issues based on objective and subjective data from a variety of sources. Able to collect and interpret data from CRM (customer relationship management) system to provide directional input on program services, suggest modifications and changes to procedures, processes and services in order to better meet the needs of the client. Collaborates with team members to set and achieve appropriate goals for greater efficiency and service. Reviews student services information for accuracy and completion including: specialized group forms, requests, reports or authorizations, as well as aid applicants with various types of grants, loans, and federal work-study, using Imaging system, loan certifications, student account activity via Banner and TouchNet, and other system applications. Properly and thoroughly documents inquires and supporting information in CRM.

Departmental Preferred Experience, Skills, Training/Education
  • Bachelor’s degree.
  • Previous Higher Education experience.
  • One to two years of experience working within a team providing customer service in a contact center environment.
  • Superior customer service skills and philosophy.
  • Salesforce Experience.
  • Detailed oriented.
  • Excellent written and verbal communication skills.
  • Positive attitude and professional demeanor.
Necessary Licenses or Certifications
Work Location Cone
Posting date 02/08/2018
Closing date 02/21/2018
Proposed Hire Date
Contact Information
Special Notes to Applicants
  • This posting will recruit for two vacant Student Services Specialist positions (008035 and 008028).
  • Please submit a resume and cover letter with your application. These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education and professional experience.
  • Please ensure your full range of knowledge, skills, abilities, experience and education are listed on your application. Do not write ‘see resume’ on your application when completing the job duties section.
  • If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities and experiences to support your answers (see job duties section of previous employment).
  • Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * How did you hear about this employment opportunity?
    • UNC Charlotte Website
    • Another Website
    • Agency Referral
    • Advertisement/Publication
    • HERC Job Board
    • Local JobNetwork
    • Personal Referral
    • Other
  2. Where did you learn about this posting?

    (Open Ended Question)

  3. Do you have professional experience working within a team providing customer service in a contact center environment? If yes, please explain your experience.

    (Open Ended Question)

  4. Do you have professional experience using SalesForce CRM software?
    • No
    • Yes

Applicant Documents

Required Documents
  1. Resume / Curriculum Vitae
  2. Cover Letter / Letter of Interest
  3. Contact Information for References
Optional Documents