Associate Student Services Counselor - Online Division - Grand Canyon University

Primary Responsibilities /Accountabilities/ Essential Functions:

• Counsels continuing students and/or parents regarding university policy and procedures, registration, progression requirements (focused on graduation date expedition) and payment options (focused on responsible borrowing), provides assistance to continuing students regarding policies and procedures and ensures students’ progress through programmatic milestones.

• Collects all required paperwork and documents for progression requirements and selected payment options (including FAFSA reapplication).

• Financially clears students, ensuring all matters are appropriately addressed well in advance of a course start, incorporating funding strategies as needed to keep students in attendance, progressing toward their scheduled graduation date.

• Ensures all matters or issues related to academic compliance are addressed and/or resolved well in advance of a course start, incorporating intervention strategies, as needed, to keep students in attendance, progressing toward their scheduled graduation date.

• Works with students to ensure understanding of the registration process and/or the steps to modify registration are communicated prior to the term commencing.

• Resolves any outstanding matters for continuing students via multiple University departments, which may include the Office of Academic Records, Classroom Operations, the Colleges, or others as required.

• Resolves any outstanding C-Codes for continuing students via the Office of Financial Aid, including verification documents.

• Throughout the duration of the students’ programs, monitors student schedules to ensure only applicable courses related to degree are selected and satisfactory academic performance.

• Works with all Graduation Teammates to ensure students understand their financial package, answering questions and eliminating concerns about funding opportunities/logistics.

• Ensures students’ accounts are accurate and in good standing with plans in place if necessary. Collects and reviews required University payment option documents for accuracy. Maintains accounts to include balance resolution and accounts receivable collection and processing modifications through duration of program.

• Understands the operating procedures of other departments and incorporates those elements into daily workflow.

• Serves as a student advocate to navigate through university policy and procedure.

• Follows all policies, procedures, and compliance guidelines.

• Works closely with cross functional and support departments to update student information and to resolve student issues.

• Academically and financially clears new and continuing students prior to each course start date.

• Collects and reviews required University and payment option documents ensuring accuracy of information is submitted.

• Maintains accounts to include balance resolution and accounts receivable collection.

• Regularly monitors student activity, GPA, and other components for academic progress.

• Graduate application follow-up: Provide information to students to complete the graduation application.

• Students in class, not posting: Find out why students are not attending their scheduled course and take the appropriate steps based on the student’s needs, which can include providing resources, sending an alert to the SSC to process an LOA, withdrawal, or schedule modification.

• At Risk students: Offer resources.

• Missing documents: Remind students to submit any missing documents.

• New Student Orientation: Confirmation student watched videos.

• Christmas Break Calls: Remind students to attend class after the break.

• Confirm Re-entry return dates; not automated, must apply to all SSCs as this can impact multiple effectiveness scores (Active, Re-entry, A/R)

• Contact students for Verification Identity calls; not automated, must apply to all SSCs as this can impact multiple effectiveness scores (Active, Missing docs, A/R, Collections)

• Scheduling clean-up (student teaching); not automated, must apply to all SSCs as this can impact multiple effectiveness scores (Active, A/R) plus timely graduation.

• ASSC cannot take action on behalf of a student coded to another SSC outside of the approved duties as assigned.

• Adheres to all University and/or DOE policies, procedures, and compliance guidelines.

• Consistently meets deadlines and performance expectations set by university leadership team.

• Understands and learns all software programs/systems to effectively assistant students.

• Communicates succinctly and in a professional manner in all interactions.

• Other duties as assigned.

Equipment Used and Responsibility

• Superior customer service skills and representation of GCE and all university partners in a highly professional manner.

• Excellent communications with a good command of the English language and interpersonal skills with the ability to influence and persuade.

• Responds to student/parent questions and concerns in a timely manner providing appropriate information.

• Must maintain confidentiality of information.

• Proficient with MS Office suite, (Word, Outlook, Excel, PowerPoint) and comfortable with navigating and maneuvering other databases and software becoming proficient with company systems within a short period of time.

• Ability to work in a high-volume, fast-paced work environment with constant phone or in-person contact with students on a daily basis.

• Must have good critical thinking and judgment.

• Excellent planning, organizational, multi-tasking, case-management and follow up skills.

• An ability to help and guide students to clarify academic needs and objectives.

• Thorough and current knowledge of university partner educational programs, financial aid requirements, financial policies, plans, and options.

• Good attention to detail and analytical.

• Good time management skills to meet required timelines.

• Ability to work both independently and collaboratively and cooperatively as a team member and willing to learn and work other student services’ functions.

Supervisory Responsibilities

N/A

Experience/ Education

• Bachelor’s degree from a regionally accredited institution

• 1-3 years in education industry preferred; or equivalent experience in inbound/outbound call center.

• Must be available to work varied shifts, including evenings, weekends, or holidays.

• Must successfully pass background investigations.

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