The Student Services Center is composed of the Offices of Financial Aid and Registrar.  The Student Service Center Representative position aids in student success by assisting with business-related University processes, addresses student concerns and requests, while also anticipating additional issues.  The ideal candidate will provide excellent customer service for diverse visitors – reviewing aid application materials, determining appropriate document requirements, and sharing information regarding financial aid processes.  This position also assists students with registration transactions/questions, explains student record information, and refers visitors as appropriate to the correct office personnel.

Responsibilities*

% of Time

Duties

40%

Greets and assists customers with first-level support on behalf of the Office of Financial Aid and the Registrar’s Office in the Student Services Center – in-person and via emails.  Assists applicants in determining appropriate documentation requirements, reviewing submitted materials for completeness and compliance with guidelines, and shares common computer navigation paths.  Provides information regarding the aid application process and refers to aid administrators and management as appropriate.  Protects sensitive data, engages with daily intake and handling of scholarship checks and sensitive/ confidential documents, and facilitates student document pick-up, check endorsement and loan promissory note endorsements in accordance with governing policies and laws, including confirming student identity.  

25%

Using M-Pathways student information system (PeopleSoft), assists students with class registration transactions/questions, class schedules, address and name changes, ordering transcripts, graduation applications, and other related Registrar student service functions.  Updates and enters enrollment appointments and processes documentation and workflow such as student class-registration forms.

25%

Serves a member of the financial aid Advising & Eligibility team.  Attends weekly meetings and participates in special projects and office initiatives, such as default aversion efforts (including outreach to high-risk students regarding repayment resources), Satisfactory Academic Progress transcript reviews, and borrowing history reviews.  Also assists with collection, organization, and reporting of client service statistics for the Office of Financial Aid.  Other duties as assigned.

10%

Recommends, develops and implements process improvements for the Student Service Center.  Provides general advice and counsel to supervisor and senior staff on issues related to customer service and workflow for the Student Services Center.  Assists with testing system capabilities and updates.

Required Qualifications*

• Bachelor’s degree or equivalent combination of education and experience.
• Considerable customer service experience and experience with appropriately handling confidential and sensitive information.
• Demonstrated commitment to diversity and equal opportunity.  Experience with constituents and work environments of a diverse background.
• Proficiency in common Microsoft Office software, particularly Word and Excel.
• Outstanding verbal and written communication skills and strong interpersonal skills.
• The ability to work effectively in a team environment and independently, with minimal supervision.
• A high level of organization skills, a meticulous attention to detail, and the ability to consistently produce highly accurate work.
• The ability to manage and organize complex information; ability to use analysis and critical thinking skills to solve problems.
• The ability to learn and interpret University, state and federal regulations/policies – position with exercise discretion and independent judgement with regard to matters of significance.

Desired Qualifications*

• Experience with the M-Pathways student information system and/or the Oracle PeopleSoft CS system.
• Experience or familiarity with student service business processes such as student records, registration, and financial aid.
• An excellent understanding of the policies and procedures of the University and the academic units.
• Knowledge of FERPA and other federal/state laws and regulations related to higher education.
• Demonstrates an ability to incorporate innovative practices into the workplace to enhance effectiveness and efficiency.

Additional Information

The Office of Enrollment Management (OEM) furthers the mission of the University of Michigan by using a strategic and collaborative approach to recruiting and developing diverse leaders and citizens who challenge the present and enrich the future.  OEM carries out this work through four integrated departments that use data and analysis in innovative ways to inform decisions and develop processes that ensure the best possible experience for students, from prospect through graduation.  The four departments include the Office of Undergraduate Admissions, Office of Financial Aid, Office of New Student Programs, and Office of the Registrar. 

OEM is committed to pursuing deliberate efforts to ensure that our campus is a place where differences are welcomed, different perspectives are respectfully heard, and where every individual feels a sense of belonging and inclusion.  We know that by building a critical mass of diverse groups on campus including staff, students, and creating a vibrant climate of inclusiveness, we can more effectively leverage the resources of diversity to advance our collective capabilities. 

For more information on our diversity, equity and inclusion mission visit the Enrollment Management website. 

Supervision Received:

General supervision is received from the Assistant Director for Advising & Eligibility, Training and Application Review in the Office of Financial Aid, with functional direction from the Assistant Registrar for Student Services.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.