Drexel Central Coordinator

About Drexel

Drexel is a comprehensive global research university ranked among the top 100 in the nation. With over 24,000 students, Drexel is one of America's 15 largest private universities. Drexel is one of Philadelphia's top 10 private employers, and a major engine for economic development in the region. Drexel has committed to being the nation’s most civically engaged university, with community partnerships integrated into every aspect of service and academics.

Job Summary

The Coordinator, under the direction of the Assistant Director of Drexel Central, serves as a front line contact for prospective and current Drexel students and their families in the areas financial aid, billing, registration, and student records. The Coordinator is responsible for providing excellent customer service to these students, and this position requires the employee to gain an in-depth knowledge of University, state and federal policies and procedures to be able to provide proactive assistance and guidance while working with students. This position requires the ability to resolve difficult situations on the university's behalf, and the judgment to ascertain when and how situations should be escalated to senior representatives in Drexel Central, Financial Aid, Bursar, and the Registrar.

Essential Functions 

• Provides first-point-of-contact counseling for prospective and current Drexel students and their families in the areas of financial aid, billing, registration, and student records.
• Responsible for counseling students via incoming phone calls, by researching and responding to e-mail incidents, and meeting face-to-face with students in Drexel Central.
• Provides outstanding customer service to students and families. Assist students with finding appropriate solutions to all financial aid, registration and billing needs.
• Approaches every student encounter professionally and with a positive, welcoming, and caring attitude.
• Develops and maintains comprehensive understanding of the University's policies and procedures in relation to key areas of financial aid, billing, registration, and student records and demonstrates strong ability to explain and effectively counsel students on navigating these processes.
• Meets daily and weekly quality assurance goals as an individual and team respective to returning student inquiries, proactively providing key information to the audience, and quality of information
• Demonstrates an understanding of Drexel's Code of Conduct, HR policies, and commitment to integrity and ethical behavior by example in his/her day to day activities.
• Complies with all university, state and federal regulations regarding the access and release of data.
• Participate in outreach activities as assigned including nights and weekends (both Saturday and Sunday).
• Other duties as assigned.

Required Qualifications 

• Bachelor’s Degree

Preferred Qualifications 

• Excellent communication skills, both verbal and written.
• Experience working in a high-volume call center preferred.
• Enthusiastic, people-oriented, and enjoy working with students and their families.
• Ability to work in a changing environment with aggressive customer service goals.
• Ability to collaborate with peers and superiors to achieve the Division's goals.
• Exceptional organizational skills, willing to work as part of a team in a fast-paced, goal- driven environment, and maintain a positive attitude.
• Computer proficient; experience using Microsoft Office, knowledge of Excel and Banner preferred.
• Ability to interpret and communicate university, state and federal policies as they relate to financial aid, registration and billing functions; excellent mathematical and analytical skills.
• Experience working with diverse populations.

Location 

University City

Additional Information 

This position is classified as non-exempt with a salary grade of H. For more information regarding Drexel’s Professional Staff salary structure, https://drexel.edu/hr/career/ducomp/salstructure/ 

Special Instructions to the Applicant 

Please make sure you upload your CV/resume and cover letter when submitting your application. 

Review of applicants will continue until a suitable candidate pool is identified.