Mason Student Services Center Generalist

Department: Division of Enrollment Management

Classification: Education Support Spec 2

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: Hybrid Eligible

Sponsorship Eligibility: Not eligible for visa sponsorship

Pay Band: 03

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

In collaboration with the George Mason University community, and as part of the Office of the Provost, the Division for Enrollment Management optimizes student recruitment and retention by developing and implementing strategic enrollment plans, overseeing the admissions process, providing financial aid services, and managing the Mason Student Services Center—a centralized student services resource. The Division’s activities support the achievement of institutional enrollment goals by placing the student(and family) at the center of our work, supporting a culture of transparency, and leveraging data to inform decision-making.
The Mason Student Services Center (MSSC) is the first stop and the central resource for information and solutions related to registration, enrollment, financial aid, billing, academic records and other student support services. Members of the Mason Student Services Center team provide assistance to new and continuing students at all points of their academic career, in one convenient location, thus eliminating the need to visit multiple offices on campus.

The MSSC Generalist is responsible for delivering high quality service to visitors in-person, via email, on the phone or other electronic means. Generalists disseminate essential information, aid in the navigation of online resources, and answer questions for prospective and continuing students, their families, and the university community in all areas represented by the Mason Student Services Center including Financial Aid, Student Accounts, Admissions, and the Office of the University Registrar.

The primary function of this position is to operate in the spirit of advocacy on behalf of the student. The primary goal of the Generalist is to remove barriers to student success by helping the student manage business-related university processes. Generalists must effectively address student concerns and requests, while proactively anticipating additional issues.

• Counsels, advises, investigates, problem-solves, and resolves questions and issues from current and previous students, parents, faculty, staff, collegiate units and other third parties;
• Provides start-to-finish student service in both simple and complex issues involving minimal supervisory guidance in all areas served by the MSSC;
• Offers proactive and on-the-spot, independent diagnostic support and problem resolution in a broad range of areas and issues;
• Exhibits excellent customer service while providing visitors with clear, accurate information, solutions and resources, adhering to federal and state laws, FERPA and university policies and procedures;
• Follows proper escalation and referral processes to home office specialists; and
• Reviews and responds to cases via Salesforce and other future communication portals.

• Collects documents submitted by students and visitors and reviews for accuracy;
• Scans/images documents and uploads to student records;
• Processes multiple student requests (submitted via paper or online) to including Change of Major/Minor/Concentration, Refund Requests, Tuition Waiver, etc., to include updating official student record in Banner;
• Updates student records in Banner and Salesforce with relevant notes and comments; and
• Troubleshoots…