Student Services Counselor

Grand Canyon Education•Phoenix, AZ

About The Position

SUMMARY: Responsible to advise and support current and prospective students on University undergraduate and graduate programs, policies, course selection and requirement in area of concentration. Provides scheduling and financial services as well as short and long-term implications of academic decisions. Proactively monitors and communicates academic progress to include non-passing grades and GPA concerns as well as financial clearance for all new and continuing courses. Collects missing academic and financial documents and assists students and their families with the support links and material to ensure compliance in all programs and methods of payment. Levels are based upon handling higher volume of students. Below is table which represents the number of students which requires frequent contact. Level I Minimum of 200 students Level II Minimum of 250 Level III Minimum of 320 Level IV Minimum of 400 Level V Minimum of 470 Level VI Minimum of 540+ ESSENTIAL DUTIES and RESPONSIBILITIES: Include, but not are limited to, the following: 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), to support students to graduate with the least amount of loan debt possible, aids 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 attended to well in advance of a course start, incorporating funding strategies as needed to keep students in attendance, progressing toward their scheduled graduation date. This may include working with students and families to determine eligible loan amounts or payment plans and collecting payment for courses; basic math is a requirement for this role. Ensures all questions and concerns related to academic and financial compliance are attended to 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 course registration process and/or the steps to modify registration are communicated prior to the course or term start date. 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 student is meeting satisfactory academic progress. Works with all Graduation Teammates to ensure students understand their financial package, answering questions and eliminating concerns about funding opportunities/logistics. Adheres to all University partner, federal, state and company policies, procedures and compliance guidelines. 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. 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. Monitors and acts on student accounts daily through system generated activities to support students through graduation. Consistently meets deadlines and performance expectations set by University partners and company leadership team. Understands and learns all software programs/systems to effectively assistant students. Communicates succinctly and in a professional manner in all interactions with students, University partners and all members within the company. Sets expectations regarding grade progression and payment options based on University partner policies to include responsible borrowing for new and continuing students.

Requirements

Superior customer service skills and representation of the University partner’s brand in a ‘highly professional manner.
Excellent communications with a good command of the English language and interpersonal skills with the ability to communicate through email, text, and phone calls
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 University partner and GCE 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 partner University’s educational programs, academic and financial aid requirements, policies, plans and options.
Good attention to detail, has basic math skills, and is analytical.
Good time management skills in order 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.
Must be available to work varied shifts, including evenings, weekends or holidays, if needed.
Ability to successfully pass background investigations.
Must not be delinquent or in default on federal student loans.
Bachelor’s degree from a regionally accredited institution
1-3 years in education industry preferred; or equivalent experience

Nice To Haves

Proficiency with a non-English language is helpful but not required.

Responsibilities

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), to support students to graduate with the least amount of loan debt possible, aids 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 attended to well in advance of a course start, incorporating funding strategies as needed to keep students in attendance, progressing toward their scheduled graduation date. This may include working with students and families to determine eligible loan amounts or payment plans and collecting payment for courses; basic math is a requirement for this role.
Ensures all questions and concerns related to academic and financial compliance are attended to 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 course registration process and/or the steps to modify registration are communicated prior to the course or term start date.
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 student is meeting satisfactory academic progress.
Works with all Graduation Teammates to ensure students understand their financial package, answering questions and eliminating concerns about funding opportunities/logistics.
Adheres to all University partner, federal, state and company policies, procedures and compliance guidelines.
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.
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.
Monitors and acts on student accounts daily through system generated activities to support students through graduation.
Consistently meets deadlines and performance expectations set by University partners and company leadership team.
Understands and learns all software programs/systems to effectively assistant students.
Communicates succinctly and in a professional manner in all interactions with students, University partners and all members within the company.
Sets expectations regarding grade progression and payment options based on University partner policies to include responsible borrowing for new and continuing students.