Michigan State University
Location
East Lansing, MI | United States
Job description
Spartan One-Stop Solutions Specialist II
Position Summar y
The Office of the Vice Provost of Enrollment and Academic Strategic Planning is seeking a Spartan One-Stop (SOS) Solution Specialist- Level II to provide a student service experience with integrated services including financial aid, student accounts, registrar, and other student support services. The SOS Solution Specialist-Level II is positioned to address students’ needs and questions, while providing leadership and mentorship within the customer service team and to outside units. This position will provide a progressive, personalized, and simplified student experience through a culture that supports student success, customer service, and student satisfaction.
Responsibilities
Provide a first in-class customer service experience via various engagement modalities (in -person, online, and by phone).
Counsel, advise, investigate, problem-solve, and resolve questions and issues for students, parents, faculty, and staff. Act as a case manager, considering a holistic view of student service matters, being proactive to identify easily anticipated issues that might present obstacles to enrollment for students, and provide routine follow up with students to ensure resolution of issues.
Advocate for the resolution of the student issues and problems, with a focus on customer service.
Act as a facilitator to resolve students' service issues including but not limited to the Office of Financial Aid, Office of the Registrar, and Student Accounts.
Maintain current knowledge on regulations, procedure, and policies for student service functions across the Office of Financial Aid, Office of the Registrar, and Student Accounts.
Utilize relevant student information technologies to deliver services and engage in regular training on various systems including but not limited to Student Integrated Systems (SIS), Customer Relationship Management (CRM), etc.
Collaborate effectively with colleagues across academic and student service units.
Leadership
Serve in a leadership role within the SOS
Manage the Performance Management of the Solution Specialist I
Directly Manage Solution Specialist I
Reinforce Performance guidelines and expectations
Addresses performance gaps
Increase team synergy and team building
Coordinate training with Sr. Learning Exp. Designer
Assist students, families and staff with complex issues that have been escalated beyond the SOS Solution Specialist- Level I knowledge.
Assist the SOS Assistant Director to identify inefficiencies and training opportunities to promote operational excellence.
Lead SOS improvement committees
Provide coaching and mentoring to SOS Solution Specialist – Level 1 employees.
Serve as a leader to contribute to continuous quality improvement
Financial Aid
Analyze family and student financial and demographic data from tax returns and financial needs analysis documents to determine eligibility for financial assistance by applying a complex body of knowledge along with exercising independent professional judgment.
Resolve problems, revise aid, and inform students of their status and the impact of changes regarding their financial aid packages.
Determine when exceptions to federal, state, and institutional policies and regulations can be made in awarding financial aid monies.
Serve as a resource to other professional and clerical staff members in interpreting financial aid regulations, policies, and procedures.
Explain and clarify to students and parents on packaging guidelines, eligibility, budgeting, loan indebtedness, registration bills, billing adjustments, and dropping and adding credits.
Registrar
Access, view, verify, analyze, and enter data into the student information system.
Interpret and explain university policies and procedures pertaining to all applicable functional areas within the Office of the Registrar, including the specific application for individual students.
Perform intermediate-level issue analysis for customers (students, parents, faculty, staff, etc.) via phone, email, in person and remotely for all applicable functional areas within the Office of the Registrar.
Execute intermediate-level issue resolution for all applicable functional areas within the Office of the Registrar
Applicable functional areas within the Office of the Registrar include:
Degree progression: degree requirements, conferral practices, diploma processing, commencement activities
Registration and enrollment services: course deadlines, enrollment actions such as adding and dropping courses, shopping cart, enrollment appointments, seat reserves, waitlists, term dates, enrollment and degree verifications
Readmission and Lifelong: readmission application status, Lifelong admission policies and status
Records management: grades, honors and Dean’s List, transcripts, education abroad, academic standing
Fee classification: application, waivers
Transcript evaluation and transfer credit: application status, course equivalencies, test credit, reverse transfer, international evaluations
Classroom Scheduling: event scheduling and reservations, final examinations
Fulfill transcript requests from students and campus while adhering to university policy and maintaining FERPA compliance. View and interpret student information found within numerous systems: Academic Programs, Administrative Action Forms, Electronic Student Academic Folder, RO Internal Forms, Instructor Systems, Readmission Applications, Requests for Reinstatement, Student-Instructor Form System, Transfer Credit Administrative Forms, Paradigm, and the multiple Student Information System screens such as Student Services Center, External Education, Transcript Request, Residency, Term History, Class Search, Degree Clearance Search.
Initiate intermediate- or advanced-level issue resolution through an Office of the Registrar consultation or other campus partner
Develop and support collaborative relationships with customers and campus partners to deliver positive outcomes, provide exceptional service, and ensure compliance with federal, state, and university regulations.
Student Accounts
Analyze, inform, and resolve problems regarding students' bills, charges, or credits (including their refund’s status).
Evaluate, determine, and process eligibility for late fee waivers, past due hold service indicators, and transcripts overrides.
Serve as a resource to students and parents in setting up payment and/or payment plan options.
Michigan State University promotes an organizational culture which seeks out and strengthens diverse voices and perspectives among its members to achieve excellence. We are interested in candidates of all backgrounds committed to the principle that intellectual leadership is achieved through open access and proactive inclusion. We seek candidates with integrity and a strong work ethic who understand what it takes to continuously improve and maintain projects within a major academic research institution. We particularly welcome applications from women, people of color, LGBTQI A2S+ , and others who are traditionally underrepresented in the academy.
This posting is for 2 positions.
Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program and three to five years of related and expansive work experience in customer service and/or a higher education institution. Ability to meet expectations in a fast-paced and dynamic customer-oriented environment with flexibility to accommodate adjusting priorities. Excellent interpersonal, written, and verbal communication, critical thinking, and administrative skills.
Michigan State University seeks an experienced student services professional . Preference will be given to candidates with position-related experience in Student Accounts, Registrar, Financial Aid , and Admissions. Leadership and/or committee work experience.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.
Please submit your resume with a cover letter addressing the extent of your experience, and why you feel this position would be a positive career move for you, along with a written statement based on the writing prompt.
Please submit your resume with a cover letter addressing the extent of your experience, and why you feel this position would be a positive career move for you. Please include a written statement based on the following prompt:
Writing Prompt: A Solution Specialist 1, who reports directly to you, requested your assistance to help with a walk-in appointment. The student is currently being charged out of state tuition but has been expecting instate tuition rates as they have lived with their older brother in Michigan for the past six months. Although their parents continue to live & work in Illinois, the student also graduated from an Illinois High School this past May. The Solution Specialist 1 reviewed the situation, told the student they met the criteria for residency and instate tuition and requested your help to correct the tuition. After reviewing the student file, you confirm they do not meet the criteria for instate tuition and are currently being billed correctly. The student is now visibly upset and genuinely concerned about how they will pay their tuition bill. What would your approach be to the situation?
STANDARD 8-5
MSU strives to provide a flexible work environment and this position has been designated as remote-friendly. Remote-friendly means some or all of the duties can be performed remotely as mutually agreed upon.
About Michigan State University
Spartans work every day to advance the common good in uncommon ways.Together, we tackle some of the world?s toughest problems to find solutions that make life better?from alternative energy to better food safety to breakthrough medical and environmental applications achieved through rare isotope research.We teach. We explore and we discover. We collaborate and lead. We innovate, inspire, and empower. We achieve our potential and create circumstances that help our students and others achieve theirs.We're good at it, and we've been at it for more than 150 years.The nation?s pioneer land-grant university, MSU began as a bold experiment that democratized higher education and helped bring science and innovation into everyday life. The revolutionary concept became a model for the nation.Today, MSU is one of the top research universities in the world?on one of the biggest, greenest campuses in the nation. Home to nationally ranked and recognized academic, residential college, and service-learning programs, we?re a diverse community of dedicated students and scholars, athletes and artists, scientists and leaders.In ways both practical and profound, we work to create a stronger, more sustainable, and more hopeful future for all.
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