One Stop Counselor 2

Hiring Salary Range: $44,000-$46,000 DOQ

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, iOne Stop Counselor 2. One Stop Counselors must exhibit excellent problem solving skills and independent professional judgment 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.

Academic Support Resources supports hybrid and flexible working arrangements. Work arrangements are determined in coordination with supervisors depending on the nature of the unit and position. The arrangement for this position will be determined upon hire between employee and supervisor.

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 payment.

Standards:

• 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 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, 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.

Standards:

• Successfully represent the University of Minnesota through professional delivery of presentations.

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.

Standards:

• 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.

REQUIRED QUALIFICATIONS:

• BA/BS degree with at least two years of related experience including one year of experience in a customer service related field, or a combination of related education and full-time work experience to equal six years.
• Ability to react to customers quickly, accurately and congenially.
• Excellent oral and written communications 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.

PREFERRED QUALIFICATIONS:

• Student financial aid, registration, student accounts receivable experience preferred.
• 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).

The mission of Academic Support Resources (ASR) is to make a positive difference in students' lives. This mission includes the entire UMN system, of which ASR provides significant support to each campus and values their collaboration to improve the student experience. ASR is committed to cultivating and sustaining an environment that is diverse, equitable, and inclusive. We are better able to serve and represent our University community by ensuring we value differences and individuality.

The knowledge, skills, and abilities of all ASR employees include job knowledge, communication, problem solving/analysis, development, leadership, teamwork, and customer service.

One Stop Student Services provides quality, professional service in support of students' academic and financial objectives. One Stop counselors are experts in registration, financial aid, academic records, billing, financial wellness, and veteran services. Service is provided at three on-campus locations, including East Bank, West Bank, and St. Paul. Service is also provided via email and phone

Working at the University

At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who are interested in lifelong learning. We prioritize work-life balance, allowing you to invest in the future of your career and in your life outside of work.

The University also offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF)
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost

Please visit the for more information regarding benefits.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-UOHR (8647).

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu.

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

Please note: All employees at the University of Minnesota are required to comply with the University's Administrative Policy: COVID-19 Vaccination and Safety Protocol by either providing proof of being fully vaccinated on their first day of employment, or complete a request for an exemption for medical exemption or religious reasons. To learn more please visit:

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.