The department of Student Financial Services is seeking applications for a Student Services Associate. This position provides comprehensive program of services to WVU students, families and alumni by means of the WVU Hub Student Services Center.
In order to be successful in this position, the ideal candidate will:
Counsel (in-person and on telephone) students and other customers with expertise in the following areas: cashiers, collections, financial aid, scholarships, student employment, registration and student accounts.
Employ professional judgment and independent decision-making skills to meet students' service needs within established policies and procedures.
Manage all service-related inquiries (fax, e-mail, mail and web) using professional counseling techniques and client-focused service methods.
Analyze status of student records using in-depth knowledge of university policies and procedures.
Resolve complex problems. Develop and implement crisis intervention strategies.
Manage conflicts and resolves complaints. Document causes and solutions and works with appropriate staff to develop prevention strategies. Make expert referrals as needed.
Participate in the management of the WVU Hub by performing duties including but not limited to the following: (1) mentoring newly hired representatives and (2) assists with the hiring, training and supervision of Peer (student) Advisors.
Participate in the design, development and implementation of service (educational) programs for students and other constituents. Coordinate pro-active service efforts in the areas of financial aid, registrar and student accounts to improve student retention and graduation.
Participate in the design, development and implementation of web, phone and other technology-based self-service tools.
Bachelor's degree or an equivalent combination of education and directly related experience. Master's preferred.
One (1) year of experience with a master's degree; Three (3) years with bachelor's degree:
Experience working in a fast-paced, high volume customer service environment. Experience working in a counseling or advising role in higher education is preferred.
Experience using complex computer information systems and/or relational databases to analyze data necessary to resolve issues is strongly preferred. Experience with the Banner Student Information system is desired.
Computer experience using programs such as Word, Excel, PowerPoint and complex databases.
Ability to serve customers graciously, quickly and accurately exhibiting professionalism at all times.
Excellent oral and written communication skills.
Ability to communicate and interact effectively with people of all ages and diverse backgrounds.
Ability to understand and follow complex instructions.
Strong mathematical, analytical and problem-solving skills.
Ability to multi-task and work effectively in a fast-paced, service-oriented environment.
Accuracy and attention to detail are essential.
Strong organizational skills and the ability to establish priorities.
Ability to practice and maintain confidentiality.
Team player who works well with others.
Demonstrated ability to be creative and think outside the box.
Must be able to obtain and maintain access to work related databases such as, but not limited to, NSLDS, FAA Access, COD, etc,
At West Virginia University, we leverage our talents and resources to create a better future for our state and the world. As West Virginia's land-grant university, WVU has three campuses that touch each corner of the state. The WVU System includes 518 buildings on 15,880 acres, Extension Service offices in all 55 counties, ten experimental farms and four forests.
From the groundbreaking R1 research of our flagship campus in Morgantown to the career-oriented programs of WVU Potomac State in Keyser to the technology-intensive programs at WVU Tech in Beckley -- the contributions of WVU employees directly impact the 1.8 million people of West Virginia every day, no matter their role or position.
Service, curiosity, respect, accountability, and appreciation are the core values that unite Mountaineers, inspiring one another to work tirelessly and support others as they seek to reach new heights. After all, when you're a Mountaineer, impossible is just another mountain to climb.
To learn more about West Virginia University, visit go.wvu.edu. View current career opportunities at careers.wvu.edu.
West Virginia University is proud to be an Equal Opportunity employer and is the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff, and students, and invites applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.
Job Posting: May 7, 2021
Posting Classification: Non-Classified
Exemption Status: Exempt
Benefits Eligible: Yes
Internal Number: 228604
About West Virginia University
West Virginia University, founded in 1867, has a long and rich history as a public, land-grant institution. WVU encourages scholarship and offers high-quality academic programs while serving the state of West Virginia and the nation. WVU statewide includes campuses in Beckley, Charleston, Keyser, Martinsburg and Morgantown – which has been ranked as a #1 Small City in America. WVU is an R1 Doctoral Research University (Highest Research Activity), one of only 115 nationwide. WVU offers 212 degrees throughout the 14 colleges and schools. Areas of specialty include STEM education, healthcare in Appalachia, shale gas utilization, radio astronomy and forensics. WVU researchers have helped confirm the existence of gravitational waves and uncovered diesel vehicle emissions discrepancies. Statewide, there are over 31,000 graduate and undergraduate students along with 190,000 alumni worldwide. WVU is reinventing West Virginia’s future by strengthening education, healthcare and broad-based prosperity.