Assistant Director, One Stop Student Services Job at Berklee College of Music
Job Description:
The Assistant Director, One Stop Student Services position reports to the Director of One Stop Student Services, and will provide student focused support to all Berklee students in a fast-paced, collaborative, and supportive environment via in-person meetings, phone and email interactions. This position will be responsible for answering student and family questions, facilitating transactions, resolving issues, offering guidance, and advocating on behalf of students to other areas.
The Berklee One Stop offers integrated student services in the areas of Student Financial Services, Student Accounts, Registrar and Admissions. This center represents an opportunity for the College to create a culture of best in class student service by assisting students in a single location with professional staff uniquely cross-trained to provide a single point of contact, single point of resolution for the vast majority of student and family inquiries.
Capabilities Required (Experience, Education, Know-How, Skills)
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College degree preferred
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Excellent Verbal and Written communication skills
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Strong time management habits
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Strong technical skills, including standard office software and student information systems. Colleague and Salesforce experience preferred.
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Ability to work independently and make decisions based on established guidelines.
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Must be goal oriented, highly ethical and committed to a student first philosophy.
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Action-oriented, "can do" attitude demonstrating willingness to accept accountability and responsibility for individual actions.
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A willingness and ability to collaborate with other business groups within the organization to ensure efficient and effective student service.
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Some weekend and after hours work may be required, usually around key deadlines such as semester starts and move-in weekends.
Use of Capabilities (Illustrated by Typical Activities)
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First point of contact for new and continuing students, families and internal inquiries via phone, email and in-person meetings.
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Provides best in class guidance to and advocacy for students with financial aid/scholarships, billing, registrar, and admissions related questions for Berklee College of Music, Boston Conservatory, Berklee NYC, Berklee Valencia. Provides financial aid support for all Berklee Online degree students.
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Counsels prospective, new, and continuing students and their families through the financial aid application process. Determines the students’ status in the aid application process and guides the student appropriately.
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Function as point of contact with Berklee’s federal verification partner, Inceptia, to assist students through the verification process.
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Assists students with understanding additional options for financing their education, including private and PLUS loans and outside scholarships.
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Provides general scholarship and institutional aid information for entering and continuing students (merit scholarship process, appeals, Thrive). Facilitates solutions for institutional aid related issues, ie, missing scholarships and/or grants.
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Assists students with registration related inquiries pertaining to adding/dropping courses, processing transcripts, enrollment verification and processing forms.
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Works with students and families to answer questions regarding billing, process bill payments and enroll in payment plans.
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Provides general admissions information related to deadlines, the application process, merit scholarship awards and deposit deadlines.
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Works to resolve issues while serving as a liaison between the student and other departments, explains and administers school policies.
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Responsible for knowing/utilizing customer service best practices and all relevant information needed to provide world class service to the Berklee community.
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Responsible for meeting email response time and call answering metrics set forth by the Director of One Stop Services.
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Utilize Colleague, PowerCampus, PowerFAIDS, Salesforce, Zoom Phone, Flywire, Nelnet, National Student Clearinghouse, COD, CPS, and NSLDS and other systems to ascertain the status of a student’s financial aid, billing and registration progress through the enrollment cycle.
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Participates in proactive outreach campaigns with an emphasis on providing critical timely information to students and families.
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Assist in guidance and supervision of any student employees.
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Maintain FERPA and other federal regulatory compliance.
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Collaborates on communication and web information campaigns.
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Other duties as assigned.
Incomplete applications will not be considered. The position will remain open for applications until filled.
This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.
This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.
Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee:
We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance. Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law.
As part of this commitment, Berklee will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Team at
hroperations@Berklee.edu
or call 617-747-2375.
Berklee is committed to increasing the diversity of our institution, community, and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.
*Currently enrolled Berklee students are not permitted to apply for staff or faculty positions.*
Employee Type:
Staff
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