Position Summary

The Office of the Vice Provost of Enrollment and Academic Strategic Planning is seeking a Spartan One-Stop (SOS) Solution Specialist to provide an integrated student service experience including financial aid, student accounts, and registrar. The SOS Solution Specialist is positioned to counsel, coach and advise students on inquiries regarding student service needs. This position will provide a progressive, personalized, and simplified student experience through a culture that supports student success and retention, customer service, and student satisfaction. This candidate will have strong skills within communication, customer service, networking, and problem solving. This candidate should be proficient in Microsoft Office Suite and be competent in learning new student service technologies. This will be a hybrid position working both remotely and on campus. 

* Responsibilities*

• Provide a first in-class student service experience via various engagement modalities (in-person, online, and by phone).
• Counsel, advise, investigate, problem-solve, and resolve inquiries for students, families, faculty, and staff.
• Act as a case manager, considering a holistic view of student service matters, being proactive to identify easily anticipated issues that might present obstacles to enrollment for students, and provide routine follow up with students to ensure resolution of inquiries.
• Collaborate with campus partners for the resolution of student inquiries and problems, with a focus on customer service.
• Act as a facilitator to resolve students' service inquiries including the Office of Financial Aid, Office of the Registrar, and Student Accounts.
• Maintain current knowledge on regulations, procedure, and policies for student service functions across the Office of Financial Aid, Office of the Registrar, and Student Accounts.
• Utilize relevant student information technologies to deliver services and engage in regular training on various systems including but not limited to Student Integrated Systems (SIS), Customer Relationship Management (CRM), Slate, Transact, etc.
• Collaborate effectively with colleagues across academic and student service units to ensure compliance with federal, state, and university regulations.
• Using knowledge of federal, state, and institutional policies to interpret and make decisions on necessary exceptions.  

Financial Aid

• Analyzes and interprets complex financial documents to determine overall Federal, state, and institutional aid eligibility. Understands and applies Federal Methodology (FM) as it relates to determining overall student need.
• Analyze family and student financial and demographic data from tax returns and financial needs analysis documents to determine eligibility for financial assistance by applying a complex body of knowledge along with exercising independent professional judgment.
• Resolve problems, revise aid, and inform students of their status and the impact of changes regarding their financial aid packages.
• Determine when exceptions to federal, state, and institutional policies and regulations can be made in awarding financial aid monies.
• Serve as a resource to other professional and clerical staff members in interpreting financial aid regulations, policies, and procedures.
• Verify, analyze, explain, and clarify to students and families on packaging guidelines, eligibility, budgeting, loan indebtedness, registration bills, billing adjustments, and dropping and adding credits.

Registrar

Access, view, verify, analyze, and enter data into the student information system.

Interpret and explain university policies and procedures pertaining to all applicable functional areas within the Office of the Registrar, including the spe