A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

The Wolverine Services 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.

In addition to the above, the senior representative has understanding of general processes in the Offices of Financial Aid and Registrar, serves as a liaison for colleges/schools/units, trains colleagues and campus partners on processes and procedures, processes paperwork, understands total impact of changes for aid, registration and student accounts.

Wolverine Services functions as a student service center for U-M students, currently in two locations the Student Activities Building (central campus) and Pierpont Commons (north campus).

35% - Greets and assists customers with first-level support on behalf of the Office of Financial Aid and the Registrar's Office in Wolverine Services in-person and via phone calls and 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.

20% - Serves as 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.

15% - Using M-Pathways student information system (PeopleSoft), assists students with class registration transactions/questions, class schedules, address and biodemographic updates, ordering transcripts, guest applications, certifications, and other related Registrar student service functions.

15% - Serves as liaison with campus partners; develops and gives presentations. Collaborates with unit supervisor to train new hires and existing staff on process changes, policies and procedures. 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.

5% - Participates, initiates and shows commitment to professional development opportunities. Facilitates learning and engages staff in helpful activities.

Supervision Received: 

General supervision is received from the Wolverine Services Supervisor.

Supervision Provided: 

May provide functional direction to Wolverine Services Representatives at the Intermediate level.

• 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 judgment with regard to matters of significance.

• For the Senior level position, two years of experience as a Student Services Representative (or similar position) at U-M or another four-year higher-education institution.
• Experience with the M-Pathways student information system and/or the Oracle PeopleSoft CS system.
• Demonstrates an ability to incorporate innovative practices into the workplace to enhance effectiveness and efficiency.
• 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.

This position may be underfilled at a lower classification depending upon the qualifications of the selected candidate. Applicants with less experience are encouraged to apply.

The general salary range is $40,000 to $45,000 for the Intermediate level, and $45,000 to $47,000 for the Senior level. Factors used to determine salary and level include knowledge, skills, and experience. You are encouraged to discuss salary questions to honor alignment and transparency throughout the recruiting process.

Benefits at the University of Michigan

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

• Generous time off
• A retirement plan that provides two-for-one matching contributions with immediate vesting
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses

This position may be eligible for flexible work opportunities at the discretion of the hiring department.  Flexible work agreements are reviewed each term and subject to change dependent on the business needs throughout the course of employment

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled any time after the minimum posting period has ended.

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

About University of Michigan - Ann Arbor

A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.

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