One Stop Counselor, Student Services Call Center - Division of Finance

One Stop Counselor, Student Services Call Center - Division of Finance

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 Employers By State in 2021.

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.

COVID-19 vaccination is a requirement for all positions at the University of Pennsylvania. New hires are expected to be fully vaccinated before beginning work at the University. For more information about Penn's vaccine requirements, visit the Penn COVID-19 Response website for the latest information.

Posted Job Title
One Stop Counselor, Student Services Call Center - Division of Finance

Job Profile Title
Coordinator B

Job Description Summary
Reporting to the Associate Director of the Student Services One Stop Center, and under general supervision of the Senior Director and Associate Director, the One Stop Counselor is responsible for providing a comprehensive suite of services to students and their families in the areas of registration, billing, and financial aid in a call center environment utilizing various software systems and technical programs.

The One Stop Counselor creates a positive and quality experience at every encounter using virtual visits, phone calls/phone conferences, onsite meetings as well as through e-mail and other written communications. The counselor provides an outstanding experience for the diverse customers and stakeholders at Penn by providing care and service that support Penn's mission of innovation, inclusion and impact.

The One Stop Counselor is expected to be adaptable, flexible, versatile, understanding, calm, and caring while exhibiting competency to navigate and utilize Banner, Salesforce, Zoom, BlueJeans, Microsoft Teams and other systems/technologies including automated call distribution systems and call center systems supported by Penn.

Drawing on an in-depth understanding of both Penn systems and institutional, federal, and state policies and regulations, the One Stop Counselor will identify problem(s) and provide students and families with accurate counseling and information in order to resolve issues/inquiries as they relate to academic records, billing, student accounting, loans, financial aid applications, payment methods, dining, registration, housing, and other related University matters.

The One Stop Counselor will evaluate both common and high-impact student requests and appeals, and will apply critical analysis and professional judgment in investigating these situations and render decisions in partnership with their direct supervisor/manager and other departments across Penn. The One Stop Counselor is expected to engage in continuous professional development, committee work, and special projects to improve service delivery and process management at the One Stop Student Center; On occasion, will serve as a mentor to work-study staff.

Generally, it is anticipated that the role will work a weekly schedule of approximately 40 hours. However, this may fluctuate due to operational needs and business needs in the academic year. Work activity is cyclical, with peak volume in July- August (First-term bill) and September (Back-to-school). Occasional evening and weekend hours will be required for training and as part of normal business operations.

In the Division of Finance, we recognize diversity and inclusion is paramount to a positive and thriving work environment; it is a business imperative. We are committed to actively fostering diversity, inclusion and cultural competency throughout our operational efforts in the Division of Finance. This role will be critical in supporting those efforts and demonstrating behaviors and competencies that reflect Penn's values.

We take pride in the myriad ways that diversity enriches our curriculum, and the cultural and social life of our campus. Penn's commitment to achieving eminence through diversity is ultimately a commitment to creating a more vibrant university so that our graduates will be both stimulated and empowered to shape a better world.

Job Description

• With the goal of ensuring student success at Penn, provide a holistic customer service experience to students and their families in the areas of academic records, registration, loans, financial aid, billing, and payment. Gather information and documentation from students, families, faculty, staff, and alumni in order to understand, investigate, and critically analyze both common and high-impact questions, issues, and appeals in the above areas, as well as in regard to waivers, certifications, and petitions in a dynamic call center environment.
  
• Use professional judgment to independently render decisions, ensuring outcomes are communicated clearly and effectively. Escalate highest-level issues and actions to functional area specialist as needed. Demonstrating a comprehensive understanding of individual circumstances and needs, and adhering to all regulatory and compliance guidelines, independently interpret and apply relevant policies, procedures, and guidelines to identify and explain the steps required to enable students and their families to navigate the college experience and accurately log cases, notes and call center encounters using various technologies supported by Penn like Salesforce, Microsoft Office Suite, Box, Microsoft Teams, Banner, etc.
  
• Consistently demonstrate the competencies of Accountability, Adaptability, Clear Communication, Problem Solving, Service Orientation, Valuing Diversity and Working Collaboratively. Takes responsibility for all work activities and personal actions; follows through on commitments; implements decisions that have been agreed upon; maintains confidentiality with sensitive information; acknowledges and learns from mistakes without blaming others; recognizes the impact of one's behavior on others.
  
• Acts professionally and calmly at all times when interacting with others; consistently demonstrates concern and courtesy towards colleagues and customers; treats all people respectfully; takes personal responsibility for correcting problems; follows up with individuals to ensure satisfaction with the level of service they have received. Works well with members of the University community (e.g., students, faculty, staff)
  
• Remains calm in stressful situations. Demonstrates pleasant disposition that puts people at ease
  
• As an ambassador of the One-Stop Center to students, families, and the University as a whole, manage a high volume of face-to-face interactions, telephone calls, and email and other online and onsite communications in a call center environment.
  
• Cultivate student and third-party trust in the Center by ensuring the delivery of services in a warm and welcoming environment, identifying and addressing confidential and sensitive matters with courtesy, understanding, and responsiveness; and demonstrating knowledge of the assigned functions. Using critical thinking and analytic skills, independently follow through on all issues until resolved, identifying and connecting students with cross-University partners and services as needed.
  
• Treats people with fairness, respect, and consideration without regard for their position, status or background; respects different values and viewpoints. Consistently looks at issues from multiple perspectives, respecting the viewpoints and values of others.
  
• Exhibit competency to navigate and utilize various programs and tools like Banner, Microsoft Office Salesforce, Zoom, BlueJeans, Microsoft Teams and automated call distribution systems supported by Penn. Support occasional evening and weekend hours as part of business operations.
  
• Engage in continuous professional growth and development: Maintain up-to-date knowledge of financial aid regulations, FERPA, and other changing policies and procedures at the University, state, and federal levels; look for ways to improve service quality and efficiency; support the development and implementation of new One-Stop initiatives; participate in SRFS projects, initiatives, and committees that have One Stop involvement; contribute to the development and updating of curriculum and documentation for new hires; attend ongoing training for One Stop staff.
  
• Expresses oneself clearly and effectively when speaking and/or writing to individuals or groups; listens attentively; ensures that information is understood by all parties; shares information in a timely manner using the most appropriate method; presents well-organized information in a group setting.
  
• Generates creative approaches to addressing problems and opportunities; identifies and weighs options, makes sound decisions after reviewing all relevant information; anticipates and plans for potential problems; takes calculated risks; recognizes impact of solutions.
  
• Seeks out relevant information before making decisions.
  
• Anticipates problems and thinks ahead about next steps.
  
• Serve as a general knowledge base and mentor for work-study staff, ensuring they are adhering to institutional, federal and state regulations; and providing the expected level of customer service.
  
• Works collegially with others, cooperating in both interpersonal and team relationships; fosters enthusiasm and maintains mutual trust, candor and respect.
  
• Be responsible for meeting call center metrics on a consistent basis and achieves/exceeds operational metrics in support of the delivery of the services and best practices of the One Stop Student Service Cell Center.
  
• Perform other duties as assigned.
  

Qualifications:

• A Bachelor's degree and 3 to 5 years of experience, or equivalent combination of education and experience, are required.
  
• Able to work effectively and efficiently in a call center environment with various technologies, programs, priorities, tasks and work volume in partnership with other counselors, managers/supervisors, colleagues and a diverse customer base.
  
• Demonstrated customer service affinity and skills, and a minimum of 3 years of professional customer service experience; and the ability and desire to: provide high-quality customer service to students and their families in an effective and responsible manner; help students and families resolve questions and issues; learn and retain a large volume of information and correctly relay this information to students and families; work in an environment that deals with sensitive family financial matters in a call center environment.
  
• A minimum of two years of experience working under limited supervision; and demonstrated experience in understanding, explaining, and applying the laws, rules, regulations, policies, procedures, specifications, standards, and guidelines governing assigned unit activities.
  
• Effective oral, written, listening, and communication skills; multilingual a plus.
  
• Strong problem-solving and analytical skills; ability to make independent decisions and to work collaboratively and productively under pressure in a fast-paced environment.
  
• Dependability, reliability, promptness, and professional etiquette.
  
• Knowledge of/experience with computer applications and systems, including the Microsoft suite of products (Word, Excel, PowerPoint, Teams, and Outlook) Salesforce Case Management, Banner, as well as core University systems for financial aid and academic records; ability and willingness to learn new programs, applications, systems, tools, etc.
  
• Knowledge of data-processing techniques and the application of such techniques for accurate record-keeping and compliance.
  
• A willingness and ability to be cross-trained in a variety of skills and functions and to take part in the overall mission of One Stop SRFS services.
  
• Ability to thoroughly and accurately log each call and customer service encounter using the appropriate systems and guidelines.
  
• Ability to handle high volume of calls, visits, e-mails and communications and adjust based on the individual needs, consistently displaying strong customer service skills and empathy.
  
• Properly manage call metrics, schedule adherence and availability with respect to stated goals and Service Level Agreements with customer base.
  
• Consistently meet or exceed established productivity, schedule adherence, meeting metric expectations, visits and quality audit standards in a call center environment.
  

• Please include your resume and cover letter in your Workday submission.
  

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Division of Finance

Pay Range
$43,919.00 - $66,183.00
Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile.

Affirmative Action Statement
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

• 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.
  
• Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
  
• Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
  
• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.
  
• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
  
• Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
  
• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
  
• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement—and you and your family can enjoy many of these activities for free.
  
• Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
  
• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
  
• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
  
• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.
  

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To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay


To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/Franklin-Building/One-Stop-Counselor--Student-Services-Call-Center---Division-of-Finance_JR00065098



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