Department Description: Welcome to the One Stop Student Center at the University of San Diego! We make a difference in the lives of our students, families, and the USD community through compassionate service, advocacy, and empowerment. We're here to answer all of your Financial Aid, Student Accounts and Registration questions..
University Description: The University of San Diego, a contemporary and engaged Roman Catholic institution, was founded by the Diocese of San Diego and the Society of the Sacred Heart in 1949. Governed by an independent board of trustees since 1972, USD remains committed to a liberal arts education grounded in the Catholic intellectual tradition and the pursuit of truth, goodness and beauty. Inspired by this centuries old tradition of Catholic higher education, the University welcomes people of all faith traditions and any, or no, religious background. The future success of USD relies on the contributions of those who seek to foster the development of engaged global citizens and an earnest confrontation of humanitys urgent challenges.
Detailed Description: This is a full-time, temporary, benefit-based position with an anticipated end date of June 30, 2023 with the possibility of extension.
To provide excellent customer service while assisting all undergraduate/graduate students and parents with financial aid, registrar, and student account services. Perform technical and complex administrative work following federal, state, institutional, and private guidelines concerning financial aid, student account collections, registration policies, and FERPA regulations.
This position is responsible for knowledge of federal and state regulations and USD policies as they relate to student eligibility for financial aid, registration, progress towards a degree, and student account requirements to maintain registration. Acts as primary reception for walk-in visitors and for incoming telephone calls, and email cases. Assists students and parents in solving short answer issues, directs them to self-help stations, processes payments, or directs them to see a counselor.
Duties and Responsibilities
Reception Services: Main point of contact for all Walk-in, Email Cases, and Telephone Inquiries
Assist students with detail oriented information and at times difficult situations in a calm, courteous and accurate manner.
Decide what action to take with every student. This includes resolving their question, instructing them how to perform their transaction or inquiry at the self-help stations, or referring them to a counselor.
Answer telephone and email cases when not serving walk-ins with the same courtesy and skill.
Balance the time to do this with the requirements of calling students by projected wait time from the queue.
Assign incoming email and voicemail cases in a timely manner to counselors when appropriate based on complexity.
Provide excellent customer service by greeting all visitors to One Stop pleasantly and professionally.
Conduct a holistic review of the student's account during every interaction and take the steps necessary to resolve all issues in a timely manner.
Instill confidence in all visitors that their question will be answered competently and completely.
Make every attempt to resolve issues in a single interaction.
Partner with offices across campus as student's advocate to resolve all issues in a timely manner.
Educate students how to use the MySanDiego portal to handle routine transactions from any computer allowing the One Stop Student Center staff to focus on and resolve more intricate issues.
Educates Student Assistants and Graduate Assistants on One Stop Student Center and University policies and procedures.
Assigns tasks and prioritizes workload on a continuing basis for Student Assistants and Graduate Assistants.
Monitors customer service skills of student staff to ensure they are of the highest quality.
Assistance to the Director
Demonstrates initiative in performing tasks and looking for areas of improvement in office procedures, customer service, and office maintenance.
Responsible for keeping accurate inventory of office supplies including ordering when inventory reaches re-order points.
Maintains office machines and handles or distributes incoming faxes.
Orders catering, makes room reservations, schedules meetings, and coordinates with vendors as appropriate.
Background check: Successful completion of a pre-employment background check.
Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.
Job Requirements: Minimum Qualifications
High School Degree; Bachelors Preferred.
Three years experience in a position that requires critical thinking, time management, customer service, and analytical skills required. Education may be substituted for up to two years of experience at the rate of two years college = 1 year experience.
Proven record of superior customer service skills.
Excellent communication skills.
Experience maintaining confidential information and handling sensitive data with discretion and tact.
Demonstrated ability to handle multiple tasks, deadlines, and time constraints calmly, accurately, and effectively.
Background in processing payments and balancing cash drawer.
Must be able to make appropriate decisions in a variety of scenarios while balancing the best interest of the student and the University.
Ability to work independently and as a member of a team.
Highly comfortable with technology, including the use of Microsoft Office Suite.
Experience with Banner, Cash Net and CRM preferred.
Posting Salary: $21.88 - $24.00; Commensurate with experience; Excellent Benefits
The University of San Diego offers a very competitive benefits package including; medical, dental, vision, a retirement contribution given to you by the University, and access to on-campus Fitness Centers. Please visit the benefits section of our website to view all of the perks and benefits that USD has to offer. USD: Human Resources: Benefits
Special Application Instructions: Resume and Cover Letter Required
Click Apply Now to complete our online application. In addition, please upload a cover letterand resume to your application profile for the hiring managers review. If you have any questions or difficulties please contact the Employment Services Team at 619-260-6806, or email us at [email protected]
Additional Details: Hours: 37.5 hours per week
Closing date: Open until filled
Note: External job postings will be up for at least five days. After that time, applications will be reviewed by the hiring manager/committee throughout the posting period. A candidate may be selected at any time which could then close this posting on a date earlier than listed.
The University of San Diego is an equal opportunity employer committed to diversity and inclusion and is especially interested in candidates who can contribute to the diversity and excellence of the campus community.
The University of San Diego is committed to academic excellence, Catholic intellectual and social traditions, and providing a top-notch liberal arts education for scholars of all faiths. USD is located on 180 acres overlooking the city of San Diego, Mission Bay and the Pacific Ocean. The campus is renowned for its beauty, and features Spanish Renaissance-inspired architecture.