Counselor, Financial, Billing and Enrollment Center

Job Title

Counselor, Financial, Billing and Enrollment Center

Kent Campus - Kent, OH

$42,357

To provide customer service in a comprehensive student service unit that provides integrated cross-functional service in the areas of registration/enrollment, student records, billing and payments, student accounts, financial aid and scholarships, and student financial counseling to all University constituents including students (prospective, current, former and alumni), parents/families, staff, faculty and other campus community members. Reports to Manager, Financial, Billing and Enrollment (FBE) Center.

• Provide start-to-finish student services using judgment and discretion in both simple and complex issues involving minimal supervisory guidance.
• Deliver a holistic counseling experience related to course enrollment information, academic records, financial aid, billing and payment with a continuous focus on academic success and degree progress, financial wellness, student retention and graduation rates.
• Investigate, problem-solve, and resolve questions and issues from students (current, former and alumni) and parents/families related to financial aid, registration, student accounts, and financial wellness.
• Assist students/families with navigation of the University student portal, mobile app, and/or FBE Center website for related purposes.
• Provide referrals to other university offices/partners as needed.
• Provide FBE Center related presentations to students and parents/families. Host and present financial wellness workshops; and participate in new student orientation.
• Coordinate with third party vendors to resolve escalated student account issues.
• Participate in streamlining processes to improve the student experience.
• Work with third party governmental agencies for enrollment status verifications.
• Supervise student employees.
• Ensure the security and confidentiality of all student record information and submitted documentation to comply with FERPA.
• Work closely with Scholarships and Financial Aid, Registrar and Bursar Offices to ensure accuracy of information.
• Develop and maintain a culture that supports student success and the mission of integrated enrollment services.
• Assist with special projects.
• Perform related duties as assigned.

• Bachelor’s degree and one year experience within a financial aid, registrar or bursar office OR a combination of education and experience equivalent to five years of related experience in financial aid, registration, student accounts or other financial related experience (billing, accounting, etc.).

• Higher education organizational structure
• Financial aid, registration, and/or student billing *
• Customer relation management (CRM) systems *
• Student information systems *
• Microsoft Office Suite
• Family Educational Rights and Privacy Act (FERPA)

• Development and delivery of engaging presentations
• Written/verbal and interpersonal communication *
• Building and motivating productive and enthusiastic teams to fulfill the mission of the organization *
• Problem-solving / problem resolution

• Provide exemplary customer service *
• Communicate complex concepts clearly and concisely (via various methods of communication; in‑person, phone, email, instant messaging chat) *
• Demonstrate leadership and direction
• Adapt to new technology, software, and procedures as required *
• Plan and direct work activities to manage time effectively and set priorities
• Exercise discretion in distributing and receiving information of a confidential and sensitive nature
• Communicate effectively with the University community
• Multi‑task while managing multiple projects and assignments *
• Learn and utilize technology built within the KSU systems to access student account information and provide assistance
• Work varied hours to include evenings and weekends during peak periods

• Master’s degree.
• Experience in a student services center.

Asterisk (*) indicates knowledge, skills, abilities which may require assessments. Assessments could take the form of interview questions, a request to provide work samples or a…