Student Services Advocate

## Student Services Advocate Apply remote type:
Hybrid locations:
Nellie Craig Walker Halltime type:
Full time posted on:
Posted Yesterday job requisition :
JR104366
** Job Title
** Student Services Advocate
** Department
* * EMSS One Stop Customer Service
** Worker Type
** Regular
* * Pay Type
** Salary
* * Position Salary Minimum**$40,000
** Position Salary Maximum**$50,000
* Salary will be commensurate with the level of the position, education, and experience.
*** Scheduled Weekly Hours
** 40
* * Benefit Eligible
** Yes
* * Screening Date
**** Job Description Summary
** The Student Services Advocate provides high-level, front-line comprehensive services and outreach to students and families with the highest standard of customer service, empathy, and accuracy. Operating within a fast-paced, high-volume environment, this role utilizes advanced problem-solving skills and a deep knowledge of university policies to resolve inquiries related to registration, billing, and student financial assistance. The Advocate acts as a central resource, ensuring a seamless, holistic student experience from enrollment through graduation.
** Job Description
**** Customer Service & Holistic Advising
*** Delivers exceptional, student-centered customer service and complex problem resolution via phone, email, virtual meetings, and in-person interactions.
* Counsels students and families regarding financial aid packages, billing statements, payment plans, and registration processes.
* Serves as a dedicated liaison and advocate for students navigating complex university systems, collaborating with campus partners to resolve intricate issues.
* Maintains a welcoming, inclusive environment for a diverse population of students, parents, staff, and external stakeholders.
** Enrollment & Records Management
*** Accurately processes registration forms, schedule changes, independent study requests, enrollment verifications, and academic transcripts.
* Maintains an in-depth understanding of divisional policies, university regulations, withdrawal procedures, and re-enrollment processes.
* Ensures strict compliance with the Family Educational Rights and Privacy Act (FERPA) and other federal, state, and institutional regulations.
** Outreach & Communications
*** Develops and delivers engaging presentations to prospective/current students, families, and university staff regarding One Stop services.
* Supports university outreach initiatives targeted toward specific student populations to promote retention and financial literacy.
* Contributes to digital communication efforts, including reviewing and updating website content and knowledge-base documentation.
** Administration & Special Projects
*** Manages case records, tracking interactions and resolution metrics within the university’s ticketing/CRM system.
* Represents the One Stop on university-wide committees and serves as a designated liaison to specific academic or administrative departments.
* Stays current on evolving federal, state, and institutional policies affecting student financial aid and higher education billing.
* Performs other duties and special projects as assigned.
** Qualifications
* *** Minimum Qualifications**
* *
* Education & Experience:

**  + Bachelor’s degree;
** OR**  + Associate degree plus at least one (1) year of full- or part-time experience in a customer-centric field;
** OR**  + High school diploma/GED plus at least two (2) years of full-time experience in a customer-centric field.
** Preferred Qualifications
*** Direct experience working in a higher education setting, specifically within student financial aid, registration, or student accounts/billing.
* Familiarity with Miami University’s institutional structure, academic divisions, and campus resources.
* Experience utilizing student information systems (e.g., Banner) and customer relationship management (CRM) software.
** Required Knowledge, Skills, and Abilities**
* ** Service Excellence:
** Ability to assist students and families graciously, efficiently, and accurately under pressure.
* ** Communication:
** Exceptional oral, written, and active-listening communication skills.
* ** Problem Solving:
** Strong analytical and critical-thinking skills to resolve ambiguous or complex student issues.
* ** Public Speaking:
** Comfort and proficiency in presenting to both small and large groups.
* ** Project Management:
** Demonstrated ability to manage independent projects, multitask, and meet deadlines.
* ** Interpersonal

Skills:

** Proven ability to communicate and interact effectively with individuals of all ages and diverse socioeconomic and cultural backgrounds.
* ** Availability:
** Ability to work flexible hours, including occasional evenings and weekends, and attend off-campus university functions as required (minor travel may be necessary).
** Technical Proficiency:
** Working knowledge of Google Workspace and Microsoft Office Suite.
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