One Stop Student Service Counselor - Division of Finance
Description
University Overview
The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.
Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.
The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.
Posted Job Title
One Stop Student Service Counselor - Division of Finance
Job Profile Title
Coordinator B
Job Description Summary
Reporting to the Associate Director of the Student Service Center, the SRFS Service Hub Counselor is responsible for providing a comprehensive suite of services to students and their families in the areas of registration, billing, and financial aid utilizing various software systems and technical programs in the Mondre Family Student Service Center.
Counselors in the Mondre Family Student Service Center serve as the first point of contact for navigating registration, financial aid, billing, and related student services, using broad knowledge and strong judgment to diagnose needs, provide guidance, and connect issues to the right resolution path.
The role is expected to work approximately 40 hours per week; however, schedules may fluctuate based on operational and business needs throughout the academic year. Work activity is cyclical, with peak volume in July through September (Summer billing cycles and Fall term activity) and January through February (Spring term activity). Occasional evening and weekend hours will be required during peak volume as part of normal business operations.
Job Description
Job Responsibilities:
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Provide comprehensive student services support to students, families, alumni, faculty, staff, and other stakeholders regarding academic records, registration, financial aid, loans, billing, payments, waivers, certifications, petitions, and related student service matters. Escalate and coordinate resolution of complex cases with functional specialists and University partners, ensuring timely follow-up and closure of student and family concerns.
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Receive, research, investigate, and resolve inquiries through multiple communication channels, including in-person visits, phone, email, virtual meetings, and online platforms, gathering and reviewing necessary documentation to assess requests, appeals, and concerns.
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Interpret and apply institutional, state, and federal policies, regulations, and procedures to determine appropriate resolutions, communicate outcomes, and ensure compliance with applicable requirements, including FERPA and financial aid regulations.
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Manage and document student service interactions using Salesforce, Banner, Zoom, Microsoft Teams, automated call distribution systems, and other University-supported technologies to track, research, and resolve cases effectively.
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Develop expertise in and provide daily support for specialized SRFS Service Hub processes, including outside scholarships, diplomas, and veteran and military services. Engage in continuous professional development, committee work, and special projects to improve service delivery and process management at the Mondre Family Student Service Center. On occasion, will serve as a mentor to work-study staff.
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Perform other duties as assigned in support of successful execution of SRFS responsibilities.
Qualifications:
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Bachelor of Science, Bachelor of Arts, and 2 to 3 years of experience or equivalent combination of education and experience is required.
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Demonstrated ability to understand, apply, and remain compliant with current applicable federal, Title IV, state, and higher education institutional requirements, including FERPA, to ensure work is completed accurately, ethically, and in compliance with established policies, procedures, and regulatory standards.
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Strong organizational, analytical, interpersonal, and oral and written communication skills , with exceptional attention to detail.
Preferred:
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Experience with Salesforce, Banner, Zoom, and Microsoft Teams
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Excellent customer service skills, preferably in a student registration or financial aid department
Job Location - City, State
Philadelphia, Pennsylvania
The Office of the Executive Vice President provides strategic leadership and oversight for the University's business, financial, operational, and administrative functions through nine divisions: Audit, Compliance and Privacy; Budget Planning and Analysis; Business Services; Facilities and Real Estate Services; Finance; Human Resources; Information Systems and Computing; Investments; and Public Safety. Student Registration and Financial Services (SRFS) is a critical department within the Finance organization and is evolving its operating model. In the new model, the SRFS Service Hub provides a centralized, concierge-level service experience for students, families, and Penn partners by resolving inquiries with accuracy, empathy, and accountability. Through a one-stop model, the Hub reduces administrative barriers, strengthens consistency, and helps the university community move through complex processes with greater clarity and confidence.
Pay Range
$50,875.00 - $62,000.00 Annual Rate
Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.
Department / School
Division of Finance
Pay Range
Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.
Equal Opportunity Statement
The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics) , citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law .
Special Requirements
Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.
University Benefits
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Health, Life, and Flexible Spending Accounts : Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
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Tuition : Take advantage of Penn's exceptional tuition benefits . You, your spouse, and your dependent children can get tuition a