Employment Type : Full-Time
University Student Services seeks a Student Support Specialist who will be part of a team that serves as the primary points of contact in providing quality customer experiences for students, parents, call center staff and other stakeholders seeking guidance for financial aid, registration, and student accounts services across Johns Hopkins University (JHU). This position requires attention to detail in a fast-paced, ever-changing environment and will deliver high-quality, student-centered advice and support through multiple modalities (email, in-person, and phone). The Student Support Specialist must have a pleasant disposition and a positive attitude. Working on a team grounded in the principles of excellent customer service, the person in this position will be responsible for meeting quality customer service metrics and assessments.
The person in this position should have an in-depth understanding of or exceptional familiarity with financial aid, registration, and student accounts processes and policies. The specialist should also have extensive knowledge of Title IV compliance regulations ensuring adherence to regulatory compliance with financial aid applications and eligibility.
The Student Support Specialist will initially support and report directly to the University Director of Student Enrollment Support and then eventually will report directly to a Student Support Supervisor on the Director's team. As the university develops an integrated student service shared services organization (SSO), the duties of this position will include supporting student accounts, financial aid and registration related questions and concerns throughout the university.
Specific Duties & Responsibilities:
Serve as the first point of contact for student enrollment services, specifically financial aid, registration, and student accounts, to the university community in a new shared services organization.
Provide exceptional customer service to all Johns Hopkins University constituents including students, internal staff and faculty, external stakeholders, parents, sponsors (third party payers), and all parties in contact with the university.
Provide general information to solve issues related to financial aid, registration, and student accounts.
Liaise with the contracted call center staff and university operational staff in support of front-line issues and troubleshooting.
Manage the student case management queues in the Salesforce database to ensure timely triage, escalation, resolution and processing of incoming cases.
Execute ongoing communication with students, parents, and staff while maintaining a high-level customer satisfaction in all digital modalities, including via email and phone.
Counsel, advise, investigate, problem-solve, and resolve issues from current and former students, parents, faculty, staff, sponsors and other third parties.
Explain financial aid packages and eligibility for institutional and federal aid awards and give helpful instructions on using financial aid self-service tools to students and parents.
Provide payment details, account information and helpful instructions on using student accounts self-service tools to students and parents.
Provide registration details and give helpful instructions on using registration self-service tools to students and parents.
Identify to management potential inefficiencies to promote operational excellence and coordinate process improvements of service to students and the university community.
Participate in professional development and training opportunities to stay abreast of institutional, federal, and other regulations.
Perform other duties as assigned.
Minimum Qualifications (Mandatory):
High School Diploma/GED required.
A minimum of three years of strong customer service experience.
Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.
Preferred Qualifications:
Bachelor's degree highly preferred.
Experience with service desk, help desk, call center or comparable front-line service a plus.
Experience with accounts receivable and/or an accounting background a plus.
Experience with customer relationship management software a plus.
Experience working in a university setting, particularly student services, preferred.
Special Knowledge, Skills & Abilities:
Ability to build relationships across departments.
Demonstrated technical skills utilizing a range of information databases.
Great listening skills.
Detail-oriented.
Strong oral and written communication skills.
Ability to communicate effectively with diverse populations.
Excellent organizational skills with an ability to prioritize, and work on multiple projects and tasks simultaneously, often with many interruptions.
Willingness to commit to exceeding expectations and deliver the highest level of customer service.
Self-motivated, proactive, friendly, courteous and collaborative.
Take pride in every aspect of work and perform it with energy and enthusiasm.
Be a strong team player with a commitment to continuous learning.
Technical Qualifications/Specialized Certifications:
Prior experience with Student Information System (SIS), PowerFAIDS, OnBase, Salesforce and other related information management databases would be beneficial but not required.
Proficiency in desktop computing using MS Office (Outlooks, Word, Excel) and web interfaces on a Windows platform.
Note: This position is not eligible for visa sponsorship.
JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.
Classified Title: Student Support Specialist
Role/Level/Range: ATO 37.5/03/OE
Starting Salary Range: Commensurate with Experience
Employee group: Full Time
Schedule: M-F, 8:30am - 5:00pm
Exempt Status: Non-Exempt
Location: DC - District of Columbia
Department name: Shared Services Organization (SSO)
Personnel area: University Student Services
The successful candidate(s) for this position will be subject to a pre-employment background check.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu . For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.
During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
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