Student Services Advocate

Student Services Advocate Job Title Student Services Advocate Department EMSS One Stop Customer Service Worker Type Regular Pay Type Salary Position Salary Minimum $40,000 Position Salary Maximum $50,000 Salary will be commensurate with the level of the position, education, and experience. Scheduled Weekly Hours 40 Benefit Eligible Yes Screening Date 2026-06-29 Job Description Summary The Student Services Advocate provides high-level, front-line comprehensive services and outreach to students and families with the highest standard of customer service, empathy, and accuracy. Operating within a fast-paced, high-volume environment, this role utilizes advanced problem-solving skills and a deep knowledge of university policies to resolve inquiries related to registration, billing, and student financial assistance. The Advocate acts as a central resource, ensuring a seamless, holistic student experience from enrollment through graduation. Job Description Customer Service & Holistic Advising - Delivers exceptional, student-centered customer service and complex problem resolution via phone, email, virtual meetings, and in-person interactions. - Counsels students and families regarding financial aid packages, billing statements, payment plans, and registration processes. - Serves as a dedicated liaison and advocate for students navigating complex university systems, collaborating with campus partners to resolve intricate issues. - Maintains a welcoming, inclusive environment for a diverse population of students, parents, staff, and external stakeholders. Enrollment & Records Management - Accurately processes registration forms, schedule changes, independent study requests, enrollment verifications, and academic transcripts. - Maintains an in-depth understanding of divisional policies, university regulations, withdrawal procedures, and re-enrollment processes. - Ensures strict compliance with the Family Educational Rights and Privacy Act (FERPA) and other federal, state, and institutional regulations. Outreach & Communications - Develops and delivers engaging presentations to prospective/current students, families, and university staff regarding One Stop services. - Supports university outreach initiatives targeted toward specific student populations to promote retention and financial literacy. - Contributes to digital communication efforts, including reviewing and updating website content and knowledge-base documentation. Administration & Special Projects - Manages case records, tracking interactions and resolution metrics within the university's ticketing/CRM system. - Represents the One Stop on university-wide committees and serves as a designated liaison to specific academic or administrative departments. - Stays current on evolving federal, state, and institutional policies affecting student financial aid and higher education billing. - Performs other duties and special projects as assigned. Qualifications Minimum Qualifications - Education & Experience: - Bachelor's degree; OR - Associate degree plus at least one (1) year of full- or part-time experience in a customer-cen