Integrated Student Services Counselor

The Opportunity

Embry-Riddle Aeronautical University is seeking an Integrated Student Services Counselor to support and empower students throughout their academic journey at the Daytona Beach campus. In this student service role, the counselor will provide comprehensive, student-centered guidance in areas such as financial wellness, academic policies, degree planning, and overall student success. Serving as a trusted advisor, the successful candidate will collaborate with faculty, staff, and university departments to help students navigate challenges, achieve their educational goals, and remain engaged in the university community.

This position requires a commitment to exceptional customer service, proactive problem-solving, and fostering a positive student experience in a fast-paced higher education environment.

• Provide front-line support to students through walk-in visits and email communications at the ERNIE Central office. Address concerns proactively, implement effective resolutions, and monitor cases to ensure appropriate follow-up.
• Foster collaborative relationships with representatives from Student Financial Services, Financial Aid, the Office of the Registrar, and other campus departments to resolve student concerns and identify opportunities for process improvement.
• Partner with academic advisors and university colleagues to coordinate solutions for enrollment-related issues and support student success.
• Manage and resolve escalated student concerns in collaboration with student services leadership and campus partners.
• Deliver exceptional customer service by adhering to established best practices and maintaining a student-centered approach.
• Serve as a subject matter expert for Integrated Student Services initiatives, projects, and process enhancements.
• Ensure all communications are timely, accurate, consistent, and professional while meeting the needs of students and other stakeholders.
• Safeguard the confidentiality and security of student records and supporting documentation, including medical, tax, and unemployment records, in compliance with FERPA and HIPAA regulations.
• Analyze operational metrics to identify trends, recurring challenges, and opportunities for improvement at both the departmental and cross-functional levels.
• Maintain proficiency in university-approved systems and technologies to support secure, effective inbound and outbound communications.

• Bachelor's degree required; an equivalent combination of education and relevant experience may be considered.
• Minimum of one to three years of experience in student services, higher education administration, customer service, advising, financial aid, enrollment management, or a related field.
• Demonstrated ability to provide exceptional customer service while managing complex student inquiries and resolving issues with professionalism and empathy.
• Strong verbal and written communication skills with the ability to effectively interact with students, families, faculty, staff, and external stakeholders.
• Excellent organizational skills with the ability to prioritize multiple responsibilities, meet deadlines, and adapt in a fast-paced environment.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint, and the ability to quickly learn and navigate student information systems and other technology platforms.
• Strong analytical, critical thinking, and problem-solving skills with the ability to exercise sound judgment and make informed decisions.
• Ability to maintain confidentiality and handle sensitive information in compliance with applicable regulations, including FERPA.
• Demonstrated ability to work collaboratively across departments while fostering positive working relationships and supporting institutional goals.
• Commitment to student success, operational excellence, and delivering high-quality service across in-person, phone, email, and virtual communication channels.
• Ability to remain composed under pressure, manage difficult conversations professionally, and effectively resolve escalated concerns.
• Willingness to embrace continuous learning, process improvement, and evolving technologies to enhance the student experience.

• Generous Time Off:
  Enjoy 9+ paid holidays, including the day after Thanksgiving and the week between Christmas Eve and New Year's Day.
• Tuition Coverage: 100% tuition coverage for yourself for one undergraduate and one graduate degree, and discounted rates for your spouse and dependent children up to age 26.
• Retirement Contributions: ERAU contributes 6% of your base salary to your retirement plan and offers a 4% matching contribution - with no vesting period.
• Personal Leave: 12 days of personal leave for non-exempt employees or 18 days for exempt full-time employees in your first year.

The annual salary range for this role is up to $43,888. The final offer will be based on the candidate's skills, qualifications, and experience, as well as applicable…