Reporting to the Associate Director, the Student Services Specialist (SSS) is a member of the RHC staff who provides comprehensive student services support to students, parents, guests and the University community on a daily basis. The Student Service Specialists primary duties will be focused on: (1) serving in a daily 1-Stop counter staffing rotation; (2) providing hands-on support for main lobby and self-help station needs; (3) meeting one-on-one with students to address inquiries that require further exploration and/ or discern matters that require escalation to partner offices ; ( 4) supporting all enrollment management/ retention initiatives as assigned; (5) assisting with RHC Call Center activities; and (6) supporting the growth and development of RHC student workers. The Student Service Specialist is an integral, public facing representative of customer service and University policy and procedure. He/ she will use their knowledge of University policy, procedures and resources in the areas of registrar, student accounts and financial aid to support the strategic goals and objectives of RHC and meet and exceed service needs of all students in RHC.
Participate in a daily rotation of 1-Stop counter staffing to support sh1dents, families, guests and the University community as assigned
Oversee the traffic flow and student needs in the main lobby and self-help station areas as assigned
Meet individually with students on a case-by-case basis to further research and address inquiries and when applicable, discern matters that require escalation to partner offices for resolution
Support RHC enrollment management/retention initiatives and campaigns as assigned
Assist with RHC Call Center activities as needed
Support the growth and development and of undergraduate and graduate student workers
Participate in regularly scheduled cross-training in order to provide excellent customer service and precise, seamless support for services that support financial aid, student accounts, registrar and advising
Understand and efficiently utilize Banner forms, NEST, Degree Works, TouchNet and Starfish
Work in close partnership with University offices and colleagues to address and resolve student service inquiries, questions and concerns in a timely manner
Receive and respond to inquiries via phone, digital media, email and/ or in person
Demonstrate the ability to resolve customer issues while maintaining confidentiality of student/parent financial and personal information
Demonstrate the ability to comprehend, interpret, and apply established law, regulations, policies, procedures, precedents, and guidelines as determined by university policy, federal and/ or state regulations and apply principles in the standard course of official duties
Assist in maintaining accurate student contact records both in Banner and Starfish for regulato1y se1vice and accountability purposes
Refer higher complex matters to the Associate Director as per protocol
Consult with the Associate Director on a regular basis to discuss progress, identify areas for growth, and effect resolutions
Represent RHC/University at meetings, seminars and divisional events
Participate in regularly scheduled meetings related to assigned responsibilities and student service needs
Possess excellent verbal and written communication skills
Prepare written/ email correspondence in the course of official duties
Maintain essential records, paperwork and files in a confidential, thorough manner
Prepare clear, accurate, and informative statements and reports with respect to RHC business operations, statistics and activities
Actively support the programs and initiatives within the Student Academic Services (SAS) unit as well as the Student Development & Campus Life (SDCL) division.
Serve on appropriate committees as assigned.
Participate in the extended and evening hour rotation provided by RHC office each semester.
Performs other duties as assigned.
Management retains the right to add or change job duties at any time.
Graduation from an accredited college with a Bachelor's degree supplemented by a Master's degree in a field related to the position to be filled or an equivalency as determined by the appointing authority.
Two years professional experience in an institution of higher education or in education, higher education or other field that is directly related to the functions of the position to be filled or equivalency as determined by the appointing authority.
Strong listening, problem analysis and solving skills
Organizational talents with an attention to detail when keeping varied types of records
Excellent interpersonal, oral, and written communication skills
Experience working with diverse student populations
Demonstrated ability to work collaboratively within a fast paced environment.
Significant experience responding to customer inquiries via phone, email and/ or in person.
Interested candidates will need to submit a resume and cover letter for consideration.
Organizational Marketing Statement:
With a proud history and a vibrant future, Montclair State University is one of New Jersey’s most diverse and dynamic institutions of higher education. One of four public research institutions in the state, Montclair State is a designated R2 Research Doctoral University by the Carnegie Classification of Institutions of Higher Education.
Located 12 miles west of New York City on a 252-acre suburban campus which boasts modern, state-of-the-art facilities complemented by green spaces, public plazas and striking Spanish Mission architecture, the University offers a comprehensive undergraduate curriculum with a global focus; a broad variety of superior graduate programs through the doctoral level; and a highly productive, dedicated and diverse faculty and student body.
The University’s 11 colleges and schools offer more than 300 undergraduate and graduate majors, minors, concentrations and certificate programs, and with more than 120 student organizations and 18 NCAA Division III athletic teams for men and women, Montclair State offers its students a comprehensive college experience.
Montclair State University is an Equal Opportunity/Affi...rmative Action institution with a strong commitment to diversity. Additional information can be found on the website at www.montclair.edu/human-resources/about-us/eo-aa-and-diversity/