Student Services Center Specialist (1 Year Fixed-Term)
Location: Stanford, California
Internal Number: 97669
Student Services Center Specialist
This is a 1 year Fixed-Term position
The Student Services Center team supports student well-being and academic success by helping them navigate the intersections of billing, funding, and registration. We work as a team to support students through a variety of contact modalities - help tickets, live chat, and in-person and virtual appointments.
We're looking to hire a Student Services Center Specialist who can deliver high-quality customer service in a fast-paced environment, who is energized by finding and learning new information in order to serve others, and routinely supports their work team with high productivity and a flexible mindset.
If you appreciate the balance afforded by a hybrid role (currently, some on-campus days and some at-home days each week), and you're ready to work for an organization that nurtures diversity, respect, professional development, and a comfortable work-life fit, we invite you to consider applying for the position of Student Services Center Specialist.
The ideal candidate will administer, implement, and interpret university and department policies and procedures on issues regarding financial services, registrar services, graduate admissions, and housing. Identify, clarify, and resolve highly visible or complex issues with substantial significance and impact that may span multiple areas, using advanced technical and professional knowledge requiring independent judgment. This position reports to the Assistant Director of the Student Services Center.
This position is a hybrid, student-facing role and requires on-campus presence of at least 2-3 days a week or more during peak times; fully remote work is not an option for this role.
Inclusion and diversity are integral to Stanford's commitment to excellence. We are interested in candidates who have demonstrated experience engaging with diversity through activities such as fostering an inclusive environment, working with students and/or staff from diverse backgrounds, or incorporating diverse perspectives in their work.
To be considered, please submit your resume and a targeted, one-page cover letter along with your online application that tells us why you are interested in this position.
About the Student Services Center in Student Affairs:
The Student Services Center (SSC) provides exceptional customer service to Stanford students, parents, departments and alumni by providing a single point of contact to analyze and resolve questions about academic and financial regulations, enrollment and registration, academic progress and transaction-based issues. The Student Services Center is proud to be part of the division of Student Affairs, which educates students to make meaningful contributions as citizens of a complex world.
ADMINISTRATION & PROGRAM MANAGEMENT
Make decisions regarding the removal and application of appropriate holds; waive late fees, late study list fee, and campus health service fees.
Assist students with academic record requests: transcripts, enrollment and degree certifications, diplomas, dissertation submission, name/gender changes, and third-party cover letters.
Communicate University policies, Office of the Registrar policies, and Student Financial Services policies to students, parents, and staff in other University departments.
Provide guidance and counsel, oversee and develop a wide range of programs and services, analyze effectiveness and make recommendations for future programs.
Summarize data from multiple sources, prepare and manage reports and presentations.
May train and supervise other staff, volunteers, and temporary workers.
ADVISE AND ASSIST STUDENTS, ALUMNI, FACULTY AND UNIVERSITY STAFF
Provide advice to students on a range of issues, including, but not limited to, academic progress, academic program policies, financial policies, etc., in order to guide them in making appropriate choices and decisions. May have to escalate issues to a senior advisor.
Explain the interaction of charges, funding, and payments on the student financial account.
Advise students on programs and funds available through federal, state, private and institutional sources and how funds are applied to the student account.
Advise students on financial support programs and safety nets appropriate to their situation. Apprise students of research, fellowship, and scholarship opportunities, make recommendations and may award grants.
Respond/advise students regarding quarterly graduation clearance, including checking a student's progress towards graduation.
Inform students regarding procedures for requesting exceptions to academic and financial policy. Advocate on student's behalf to provide quick resolution.
Resolve multi-dimensional matters in response to students in crisis, at risk, or who have other program issues, counsel students and parents on sensitive and confidential issues.
Reconcile complex issues; analyze diverse transactions from multiple sources.
Serve as a subject matter expert to students and other departments; represent unit/department.
ORGANIZATIONAL CHANGE & PROCESS IMPROVEMENT / OUTREACH
Work effectively with back-office staff to prioritize and ensure proactive measures are implemented to reduce inquiries.
Collaborate with others to help resolve program issues and concerns, interpret policies, and mediate complex and sensitive issues. May be tasked with evaluating and recommending program improvements.
Lead, create and contribute to development of business practices and organizational change to improve processes and workflow.
Recommend and implement tools and technologies that would benefit the SSC. Identify and evaluate data needs, manage the implementation and development of technology.
Develop and implement plans for outreach efforts, develop and maintain external community and university liaison represent department and university at meetings and events.
Serve as a key member of a project team.
To be successful in this position, you will bring:
Bachelor's degree and three years of relevant experience, or combination of education and relevant experience.
Strong communication skills to clearly and effectively communicate information to internal and external audiences, client groups, and management.
Advanced analysis and problem-solving skills: Ability to assess, analyze, resolve problems using University systems, processes, and interpretation of policies. Ability to take initiative and to independently resolve issues where appropriate.
Advanced customer service skills.
Advanced computer skills, including experience with Microsoft Office Suite and Google applications.
Relevant computer systems/technology experience with production enterprise applications and reporting and data analysis tools. Past experience in PeopleSoft (Student Records and GFS), ServiceNow and Flywire preferred.
Understanding of financial transactions.
Ability to ensure and apply compliance with legal, financial, and university policies and external regulations: An understanding of Federal Student Loan regulations, privacy regulations (FERPA), and collection regulations is highly desired. Must be cognizant of and have the ability to enforce the internal controls implemented in the Student Services office.
In addition, our preferred requirements include:
You have a strong, proactive, patient, and dedicated customer service attitude, including the ability to work effectively with a broad spectrum of students, staff, parents, other departments, and external vendors.
You have a temperament to provide excellent customer service and collaborate effectively during stressful and busy times, with many interruptions.
You thrive in a fast-paced work environment: self-motivated, flexible, and organized. You habitually show high productivity, learn quickly and prioritize effectively.
You have a team-oriented personality.
You reliably maintain confidentiality in working with sensitive student information, both academic and financial.
Some background in finance, with an understanding of accounting principles, is highly desired.
Constantly perform desk-based computer tasks.
Occasionally stand/walk, reach/work above shoulders, grasp lightly/fine manipulation, grasp forcefully, use a telephone, sort/file paperwork or parts, lift/carry/push/pull objects that weigh up to 10 pounds.
Rarely twist/bend/stoop/squat, kneel/crawl.
This is a hybrid position which requires 2-3 days of on-site work per week, or more during peak times.
The university requires all staff to be fully vaccinated for COVID-19 and provide proof of vaccination prior to their start date, unless granted a medical or religious accommodation.
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.
The expected pay range for this position is $66,100 to $88,000 per annum. Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.
Why Stanford is for You
Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:
Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
Discovery and fun. Stroll through historic sculptures, trails, and museums.
We invite you to apply for this position by clicking on the "Apply for Job" button.
To be considered, please submit your resume and a targeted, one-page cover letter along with your online application. Applications received without a resume and targeted one-page cover letter that tells us why you are interested in this position will not be considered.
The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law
Why work at Stanford?Stanford University has changed the world, over and over again.We are one of Silicon Valley's largest employers - and also one of the most unique. Our mission is to educate future leaders and promote interdisciplinary, world-class research and teaching. This passion makes Stanford an intensely creative, rewarding, and challenging place to work. At the same time, our traditions of respect and collaboration sustain a humane, supportive environment in which to pursue your life and your career.At Stanford you'll work with bright, diverse, dedicated people. You'll find encouragement to learn and grow. You'll enjoy excellent benefits and an outstanding environment. How will it change you?