Required Qualifications:

• BA/BS with at least two years of related experience including one year of experience in a customer service related field, or a combination or related education and work experience to equal six years.
• Ability to analyze and interpret guidelines and data and make independent decisions.

Preferred Qualifications:

• Experience assisting students with financial aid, registration, and student accounts receivable.
• Ability to react to customers quickly, accurately and congenially.
• Excellent oral and written communications skills; ability to write clear, concise letters using effective writing skills.
• Sensitive to cultural diversity and ability to communicate and interact effectively with people of all ages and diverse identities.
• Proven ability to work effectively as a team member.
• Highly motivated, focused and results-oriented.
• Ability to meet expectations in a fast-paced and dynamic, customer-oriented environment.
• Knowledge of and experience with the University of Minnesota Duluth, including institutional and unit policies, procedures and processes.
• Demonstrated project management skills.
• Ability to be flexible with daily and seasonal scheduling changes.
• Ability to think independently, handle stress, and work with confidential student data.
• Working knowledge of Microsoft Office, Google Suite (GMail, Drive, Docs, etc.), student records or financial software (PeopleSoft), and CRM platforms (Salesforce).

Job Description:

One Stop Counselors provide integrated student services to University students, families, faculty, and staff in the main areas of records and enrollment, billing, and financial aid. The One Stop Counselor position requires an in-depth understanding of and training on university, federal and state policies regulating academic records, registration, financial aid, and student account billing. Additionally, One Stop Counselors are equipped with broad knowledge of campus resources and services.

As a vital resource for the University community, it is essential for One Stop counselors to provide outstanding customer service. One Stop Counselors must exhibit excellent problem solving skills and independent professional judgment when resolving student questions and concerns. Furthermore, One Stop Counselors must possess an understanding of the University of Minnesota’s diverse community. Additionally, One Stop Counselors engage in sensitive conversations related to academic success and financial matters.

One Stop Counselors serve on various committees, engage in professional development and provide campus and community outreach. Through their broad knowledge of the University, they have the authority to apply independent discretion and professional judgment without supervisor approval in a variety of situations, many of which have significant impact to the University.

Essential Job Functions:

Counseling and Advising (75%)

• Counsel, advise, investigate, problem-solve, and resolve questions and issues from current and previous students, parents, faculty, staff, collegiate units, other third parties, and the public. Counsel students on a variety of issues to include records, registration, financial aid, and billing.
• Provide advising to students and parents/guardians with in-depth financial aid questions concerning FAFSA applications, financial aid eligibility and disbursement, cost of attendance, and available aid types (scholarships, grants, work study, student loans, estimated family contribution formulas).
• Provide proactive and on-the-spot, independent diagnostic support and problem resolution in a broad range of areas and issues.
• Provide customer service consistent with the BRC’s inclusive and welcoming service standards.
• Proactively make warm referrals as needed to connect students with other campus resources.
• Manage form intake, evaluation, and processing such as late registration appeals, late payment appeals, student service fee waiver requests, etc.
• Accurately counsel students on the impact to their record based on the type of waiver, appeal, or petition submitted.
• Provide start-to-finish student service using professional judgment and individual discretion in both simple and complex issues involving minimal supervisory guidance.
• Offer proactive and on-the-spot, independent diagnostic support and problem resolution in a broad range of areas and issues.
• Keep abreast of University, departmental, federal and state regulations. Exercise authority to implement changes and make exceptions to students’ records.
• Engage in continuous improvement practices by looking for ways to improve service to students

Projects and Services* (20%)

• Carry out assigned duties and projects. Examples typically include responsibility for specific services & processes as well as assistance with events, presentations, outreach, student success initiatives, programs, and ad hoc projects.
• Serve as outreach liaison for assigned collegiate units and departments.

Campus Service and Professional Development (5%)

• Serve on campus or professional organization committees and work groups as assigned/elected
• Participate in professional development activities.
• Continually stays current with in-depth knowledge and technical expertise of several subject areas including: registration, student records, financial aid, student billing, and student success.
• Actively support UMD Campus Goal #2, create a positive and inclusive campus climate for all by advancing equity, diversity, and social justice.

Application Instructions:

Job Open date: 03/25/2023
Job Closing Date: 04/16/2023

This posting will be used to fill 1 vacancy.

Starting salary $40,851.20 dependent on experience and qualifications.

Applications must be submitted online.

To apply for this position, go to http://www.umn.edu/ohr/employment/ and search for job opening 354753. You will be given the opportunity to complete an online application and attach a resume and cover letter.

Additional documents may be attached after submitting your application by accessing your "My Activities" page and uploading documents there.

Complete applications must include:

First submit the application with cover letter and CV/resume. Then return to the “My Activities” page to attach the additional documents.

Completed online applications will be considered beginning 04/17/2023.

Email application procedure questions to umdjobs@d.umn.edu.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-UOHR (8647).

If you need a reasonable accommodation for any part of the application and hiring process, please contact a University of Minnesota Access Consultant at 612-624-3316.

If you have started receiving retirement annuity payments from the Minnesota State Retirement System (MSRS) or Public Employees Retirement Association (PERA) your eligibility for this position may be impacted. Please contact OHR Benefits at 1-800-756-2363 for more information.

Veterans and individuals from underrepresented groups are encouraged to apply.

The University of Minnesota is an Equal Opportunity Educator and Employer.

***Smoking and chewing tobacco and the use of electronic cigarettes is prohibited on all UMD property, including indoor facilities, campus grounds and University vehicles.***

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

Please note: All employees at the University of Minnesota are required to comply with the University’s Administrative Policy: COVID-19 Vaccination and Safety Protocol by either providing proof of being fully vaccinated on their first day of employment, or complete a request for an exemption for medical exemption or religious reasons. To learn more please visit: https://safe-campus.umn.edu/return-campus/get-the-vax

University of Minnesota, Duluth (UMD)

The University of Minnesota, Duluth (UMD) consistently ranks among the top Midwestern, regional universities in U.S. News and World Report's "America's Best Colleges" issue.

Overlooking Lake Superior, UMD provides an alternative to both large research and small liberal arts environments and attracts students looking for a personalized learning experience on a medium-sized campus of a major university. A firm liberal arts foundation anchors a variety of traditional degree programs, as well as professional and graduate students that draw on UMD's many research institutes and labs.