This position acts as the primary student contact supporting all operations within the Student Navigation Center-one stop service center-and responsible for the collaboration, coordination and organization of all related activities; exercises a high level of empowerment through independent judgment and autonomous decision-making; routinely makes decisions pertaining to registrar, financial aid and student account-related matters; performs duties requiring a high degree of problem solving, analysis, decision-making, and knowledge of the assigned functions; acts as a liaison contacting other campus constituents to resolve complex student issues; counsels students on administrative matters within the Student Navigation Center including but not limited to financial aid application completion, payment budgeting and course transferability; responsible for the continuous improvement process of the Student Navigation Center, acting as a change agent for the betterment of student service.
(E) Perform functions consistent with the planning, organization and direction of the area to assure quality and accountable service. Support operations of the Student Navigation Center utilizing various computer and online solutions including, but not limited to PeopleSoft, OnBase, and Odyssey PCS. Complies with all federal and state regulations, laws, policies and procedures governing all facets of the Student Navigation Center
(E) Answer questions in person, on the phone, from e-mail, or written correspondence, neutralizing sensitive situations with professionalism and efficiency; empowered to resolve problems of varying complexity levels and address concerns and issues from students, parents, faculty, staff, collegiate departments, and other third parties in the following areas: registration, financial aid, student accounts/billing and ClipperCard; cultivate trust in the Student Navigation Center by offering quick and accurate answers to questions, reducing the need to escalate contacts or shuffle students
(E) Use investigation techniques, professional judgment, empowerment and individual discretion, as appropriate; contact other university personnel to clarify complex situations, as necessary; follow through on issues until resolved, providing necessary correspondence and contact with students or third parties
(E) Assist students with various enrollment transactions and payments utilizing Navigator student services and TouchNet payment services. Understand and effectively communicate self-serve functionality to students and parents
(E) Utilize PeopleSoft and other administrative systems training, and knowledge of university policies and procedures to process a variety of student transactions whether electronically or paper-based. Understand appropriate technology and workflow to leverage as a resource for better customer service
Represent the Student Navigation Center at university sponsored events
Update training and policy/procedures manuals; develop, document, and disseminate training documentation and curriculum to current and new staff
Support registrar’s office with commencement related functions
Demonstrates sensitivity to students with diverse backgrounds and learning styles
Serves as a role model and mentor for students as appropriate
Serves on committees as assigned by the director, the executive vice president and assistant vice president for Enrollment Management and Student Life, and the president
Other duties as assigned
Minimum of three years of customer service in a higher education environment, preferably in the office of the registrar, bursar or financial aid
Minimum two years of experience working with little or no supervision and demonstrated use of independent and sound judgment in keeping with established university policies and procedures
Knowledge of data processing techniques and the application of such techniques to student record keeping and registration
Experience in understanding, explaining and applying the laws, rules, regulations, policies, procedures, specifications, standards and guidelines governing assigned unit activities
Experience in exercising discretion and handling confidential information
Master’s degree, preferably in student affairs
Demonstrated ability to work autonomously to resolve complex student issues through the analysis analyzing of data and drawing conclusions to make appropriate recommendations
Advanced knowledge of PeopleSoft student administration system
Strong oral and written communication skills
Salem State University complies with the Americans with Disabilities Act (ADA) to provide reasonable accommodation to qualified applicants and employees with disabilities.
Office activities are performed in an environmentally controlled office setting subject to extended periods of sitting and standing, keyboarding and interaction with computer equipment; Occasional bending, reaching, lifting, pushing and pulling up to 10 pounds.
Ability to work a flexible schedule according to departmental needs, which may include occasional evenings and weekends.
Special Instructions to Applicants:
Please apply online and attach resume and cover letter.
Employment is contingent upon a completed background and CORI check satisfactory to the university. Internal candidates are not subject to background check.
EEO Statement: Salem State University is an equal opportunity/affirmative action employer. Persons of color, women and persons with disabilities are strongly urged to apply.
Please Note: If there is no application deadline associated with a position, it may come down at any time. Once a posting is removed, additional applications will not be accepted.
Salem State University, located just 15 miles north of Boston, is one of the largest state universities in the Commonwealth of Massachusetts, and an important partner in the economic, cultural and intellectual vitality of the greater north-of-Boston region. Situated in the historic seacoast town of Salem, Massachusetts, Salem State provides a diverse community of learners a high quality, student-centered education; one that prepares them to contribute responsibly and creatively to a global society.