|Student Services Specialist for Information
||University Services Associate II
|Terms of Employment:
||Under the direct supervision of the Associate Dean of Student Affairs for Access Campuses, the Student Services Specialist for Information is located in the Student Affairs office, and as a strategic member of the Solution Center, is primarily responsible for providing excellence in customer service by addressing basic academic curriculum and program related questions/concerns for students, parents, faculty, staff and the community. The SS-Specialist for Information is the first campus contact and therefore, highly visible and cross-trained with a strong knowledge base and understanding of the campus protocols for the areas of admissions, recruitment, advising, financial aid, veterans, accessibility and student/academic conduct. The SS-Specialist for Information fields questions through email, web chat, phone and in-person.
This is a continuous University Staff position appointed at a full-time equivalence (FTE) of 1.0. The typical work schedule will be 8:00 am – 4:30 pm Monday-Friday. Occasional evening and weekend hours are required.
75% Educational Customer Support Services - Provide excellence in customer service to all individuals contacting the Student Affairs Office by addressing and meeting the immediate questions/needs of students, parents, faculty, staff and the community.
- Provide accurate, direct assistance in addressing any/all basic questions raised in the areas of admissions, recruitment, advising, financial aid, veterans, accessibility and academic conduct.
- Identify, track and forward complex issues and/or situations with any/all supporting documents requiring additional review to the appropriate campus administrator, area (CASE, Academic Advising, Accessibility, Testing Center, etc.), or department. Specific examples include the following: o Report misconduct to the investigating officer and or director of conduct and compliance per reporting policies.
- Refer incarcerated students to an Academic Advisor
- Direct Veterans to the Veterans School Certifying Official when appropriate
- Collect and review any/all paperwork, correspondence, documents, etc., from individuals and assist with review and/or completion where and when necessary and/or forward/provide to the appropriate
- processing area and/or staff. These may include, but not limited to: Financial Aid, Student Accessibility Services, Admission, Registrar, CASE area etc.
- Schedule/coordinate appointments for students with Academic Advisors
- Register students for appropriate events when and where necessary (e.g. placement testing, new student orientation/registration, agile grad, early alert)
- Reconcile student accounts. Research and work with Central Business Services and/or appropriate department to reconcile and remedy any/all student account issues.
- Respond to, collate and send requested information inquiries as requested. Maintain and track these contacts in the campus information database.
15% Office Administration - Perform/provide administrative and clerical office support duties.
- Process mail. Obtain and sort any/all incoming and outgoing mail daily.
- Maintain office machines, equipment, materials and supplies. Initiate and track repairs to ensure all machines/equipment are properly functioning.
- Order office supplies and maintain adequate back-up supplies and/or original forms and other office materials-where and when necessary.
- File any/all records as organized in the office and in collaboration with student workers and other campus staff.
- Lead and provide guidance and direction to student workers in the Solution Center and/or other Student Affairs area as assigned.
- Provide training and disseminate updates and/or timely/appropriate communication for student workers as needed/necessary.
10% Other Duties
- Participate in elected and/or assigned committee work and governance activities.
- Participate in any/all assigned Campus or UWS or related sponsored training and skill development programs
- Assist with services provided by all staff which may include registration, orientation, placement testing, financial aid, transfer and general information.
- Perform and/or provide other duties as assigned by the Associate Dean of Student Affairs for Access Campuses.
- Strong experience in providing quality customer service through effectively communicating and addressing the immediate needs of customers.
- Demonstrated effective oral, written and listening communication skills.
- Demonstrated effective organizational skills to manage multiple and shifting tasks/demands to meet timely deadlines.
This position is highly visible and interacts with diverse students, staff and community populations. Attention to detail, and the need to exercise independent judgment to analyze and problem solve, as well as decision making followed by implementation and follow through and follow up activities will provide success in this position.
||Preference will be given to candidates with specific experience with and/or thorough working knowledge of higher education student servicing departments and accompanying polices, practices, and procedures.
• Knowledge of financial aids (applicable federal, state, private loans, scholarships, etc.) and accompanying processes (i.e. FAFSA)
• Working knowledge and understanding of academic student conduct (UW System Chapter 14)
• Working knowledge and understanding of non-academic misconduct (i.e. Title IX, UW System Chapter 17 and 18)
• Working knowledge of any/all student and/or higher education federal state regulations/policies (FERPA, Clery Act, etc.)
• Familiarity and experience with CRM –Salesforce or similar software.
• Working knowledge and effective usage of MS Office and/or closely related software and computer/fax/office equipment hardware
Applicants must submit the following documents using the online application:
Cover letter, resume, and 3 professional references
For questions regarding your application and additional options to apply, contact Human Resources at firstname.lastname@example.org or 920-424-1166.
The University of Wisconsin System is engaged in a Title and Total Compensation (TTC) project to redesign job titles and compensation structures. As a result of the TTC project, official job titles on current job postings may change in Spring 2020. Job duties and responsibilities will remain the same. For more information please visit: wisconsin.edu/ohrwd/title-and-total-compensation-study/.
TO ENSURE CONSIDERATION: Applications received by March 25, 2020 are ensured full consideration. Applications received after that date may be given consideration at the discretion of the search committee. Application materials will be evaluated and the most qualified applicants will be invited to participate in the next step of the selection process. Incomplete and/or late application materials may not receive consideration.
If you have questions regarding this recruitment, or if you are not able to complete the application online due to a disability or system problem, please contact the Office of Human Resources.
The University of Wisconsin Oshkosh (UWO) is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained faculty and staff. We strongly encourage women, minorities, people with disabilities and veterans to apply. UWO, in compliance with applicable laws and in furtherance of its commitment to fostering an environment that welcomes and embraces diversity, does not discriminate on the basis of race, color, national origin, religion, sex, sexual orientation, gender identity/expression, disability, or protected veteran status.
UWO provides reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment. Employment opportunities will not be denied because of the need to make reasonable accommodations for a qualified individual with a disability. If you need assistance or accommodation in applying because of a disability, please contact email@example.com or 920-424-1166. This job announcement and other material on this site will be made available in alternate formats upon request to an individual with a disability.
Confidentiality of Applicant Materials
UWO is a State agency and subject to Wisconsin's Open Records Law. UWO will not, however, reveal the identities of applicants who request confidentiality in writing except as may be required by Wisconsin's Open Records law. In certain circumstances, the identities of "final candidates" and/or the identity of the appointed applicant must be revealed upon request.
CBC & Reference Check Policy
All candidates for employment are subject to a pre-employment screening which includes a criminal background check, work authorization, and verification of education. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.
The University of Wisconsin Oshkosh does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term.
Annual Security and Fire Safety Report (Clery Act)
For the UWO Annual Security and Fire Safety Reports (i.e., Clery Report), which includes statistics about reported crimes and information about campus security policies, see https://uwosh.edu/police/, or call UWO's Police Department, at (920) 424-1212 for a paper copy.
Campus Security Authority (Clery Act)
This position is a designated Campus Security Authority and is obligated under the Clery Act to notify the Dispatch Supervisor/Records Custodian at the UW Oshkosh Police Department of any alleged Clery Crimes that have been reported to them or alleged Clery Crimes they have directly witnessed.