One Stop Counselors provide integrated student services to University students, families, faculty, and staff in the main areas of records and enrollment, billing, and financial aid. The One Stop Counselor position requires an in-depth understanding of and training on university, federal and state policies regulating academic records, registration, financial aid, and student account billing. Additionally, One Stop Counselors are equipped with broad knowledge of campus resources and services.
As a vital resource for the University community, it is essential for One Stop counselors to provide outstanding customer service. One Stop Counselors must exhibit excellent problem solving skills and independent professional judgement when resolving student questions and concerns. Furthermore, One Stop Counselors must possess an understanding of the University of Minnesota’s diverse community. Additionally, One Stop Counselors engage in sensitive conversations related to academic success and financial matters.
One Stop Counselors serve on various committees, engage in professional development and provide campus and community outreach. Through their broad knowledge of the University, One Stop Counselors have the authority to apply independent discretion and professional judgment without supervisor approval in a variety of situations, many of which have significant impact to the University.
Counseling and Advising (75%)
Counsel, advise, investigate, problem-solve, and resolve questions and issues from current and previous students, parents, faculty, staff, collegiate units, other third parties, and the public.
Provide advising to students and parents with in-depth financial aid questions concerning FAFSA applications. Explain financial aid eligibility and disbursement of aid, as well as cost of attendance figures, difference and benefits of different aid types and estimated family contribution formulas.
Counsel students on a variety of issues to include records, financial aid, billing, and payments.
Provide start-to-finish student service using professional judgment and individual discretion in both simple and complex issues involving minimal supervisory guidance.
Offer pro-active and on-the-spot, independent diagnostic support and problem resolution in a broad range of areas and issues.
Keep abreast of University, departmental, federal and state regulations. Exercise authority to implement changes and make exceptions to students’ records.
Continually look for ways to improve service to students.
Provide customer service consistent with One Stop’s inclusive and welcoming service standards.
Community Outreach & Other Duties as Assigned 15%
Present One Stop Web demonstrations and orientation presentations to students, parents and other University staff.
Present financial aid and student account/billing presentations to the University community, high schools, junior colleges, minority groups, and other requested external presentations such as Financial Aid Nights, Campus Preview Days, New Student Orientation, Parent Orientation, and Upward Bound.
Serve on committees as needed.
Act as outreach liaison for colleges and departments.
• Complete other duties as assigned.
Successfully represent the University of Minnesota through professional delivery of presentations.
Successfully represent One Stop within the University community by communicating accurate and timely information.
Review and update presentation materials to ensure accurate information.
Demonstrate excellent communication skills.
Engage in relationship building within the University community
Complete other duties by assigned deadline.
Appeals, Waivers & Petitions (10%)
Evaluate and complete: Late Registration Appeals, Late Payment Appeals and Student Service Fee Waiver Requests, Late Enrollment Appeals, One-Time Exceptions to Full-Time Status.
Accurately counsel students on impact to their record based on the type of waiver, appeal or petition submitted.
Thoroughly investigate appeals, waivers, and petitions as well as supporting documentation to make decision.
Contact appropriate parties for further information when needed.
Evaluate and act on appeals, meeting deadlines established for each appeal.
Review student eligibility for financial aid based on current enrollment. Use professional judgment on legitimacy of appeal.
Communicate results of waiver, appeal or petition to students in a professional manner.
BA/BS degree with at least years two of related work or a combination of related education and work experience to equal six years.
At least one year of work experience in a customer service-related field.
Excellent oral and written communication skills; ability to write clear, concise letters using effective writing skills.
Sensitive to cultural diversity and ability to communicate and interact effectively with people of all ages and identities.
Proven ability to work effectively as a team member.
Ability to analyze and interpret data and make independent decisions; responsible for decisions.
Highly motivated, focused, and results-oriented.
Ability to meet expectations in a fast-paced and dynamic, customer-oriented environment.
Must be able to effectively present information and represent the University of Minnesota at outreach events, both on- and off-campus.
Knowledge of and experience with the University of Minnesota-Twin Cities, including institutional and unit policies, procedures, and processes.
Demonstrated project management and public speaking skills.
Availability to attend outreach events, which will include evening and weekend hours and travel.
Working knowledge of Microsoft Office, Google Suite (GMail, Drive, Docs, etc.), student records, or financial software (PeopleSoft), and CRM platforms (Salesforce).
Internal Number: 329918
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.