Student Service Specialist

Edgewood University is seeking a full-time Student Service Specialist. This dynamic position directly impacts student service and is the first point of contact for Financial Aid, Registration, and Student Accounts. This role requires analyzing student accounts and providing counseling to resolve both simple and complex questions within Edgewood Central with minimal supervisory guidance. The role also manages voicemail, email correspondence, updates forms, and coordinates mass communication to students.

• Counsel students one-on-one to identify financing options and assist with questions involving financial aid, registration, and student billing via phone, email, or in person. Partner with college colleagues to resolve student issues as needed.
• Monitor email accounts and voicemail boxes multiple times per day to address inquiries in a timely manner.
• Implement, review changes, and make exceptions to students’ records, including working with the Business Office to adjust late fees and resolve problems on student account billing statements and financial transactions.
• Research and analyze current processes and continuously improve services to students in all areas represented by Edgewood Central.

• Assist in managing all State of Wisconsin financial aid programs, including requesting funds and reconciling student accounts.
• Coordinate and facilitate the reporting of non-enrolled students on a semester basis and provide appropriate exit materials.
• Manage outside scholarship processes, including processing outside scholarship forms and reconciling outside scholarship information from the Business Office with other financial aid.
• Assist with the reconciliation and accuracy of data within the financial aid management software.
• Partner with Admissions in tracking specialty scholarship applications and awarding as directed.

• Manage the distribution of financial aid awards both in paper and electronic forms, including organizing and creating associated materials.
• Coordinate and facilitate mass communication and outreach via email and text to students with missing information or documents or for deadline reminders.
• Serve as the audience manager for the current students’ financial aid webpage and Edgewood Express sites.
• Use feedback from students’ comments to make necessary changes and decisions.
• Track communications and provide metrics to drive future strategic communication plans.

• Process forms related to students’ registration, billing, and financial aid while adhering to deadlines to ensure accurate processing.
• Update Edgewood Central forms at least annually with meticulous attention to detail.
• Verify enrollments and degrees for outside agencies and loan deferments.
• Manage the document imaging process for Edgewood Central, including developing systematic reviews to ensure accuracy.
• Create and update summer financial aid applications, including updating the financial aid webpage.

• Adhere to FERPA regulations in all job aspects.
• Perform independent special projects and assist with day-to-day processing in Edgewood Central when needed.
• Keep up to date with college, departmental and professional changes (federal and state) in the field.

• Associate Degree required;
  Bachelor's Degree preferred.
• At least 2 years of experience in customer service with the ability to respond quickly, accurately, and compassionately to customers.
• Experience in student financial aid, registration, or student accounts receivable preferred.
• Preference for a bilingual candidate with ability to write and speak Spanish proficiently.

• Attention to detail and ability to multitask.
• Ability to adapt to interruptions in a positive and friendly manner.
• Proven ability to work effectively as a team member.
• Ability to analyze and interpret data and make independent decisions.
• Excellent oral and written communication skills.

• Proficient skill level in Microsoft Office (Word, Excel, PowerPoint, Outlook) and basic computer concepts.
• Knowledge of SharePoint is a…