This position acts as the primary contact for students and their families, supporting all operations within the Student Navigation Center (SNC), one stop office. Staff are responsible for educating, coaching, and mentoring contacts to the SNC on the different policies and procedures of the office and university. Areas under the SNC are financial aid, student accounts, and the registrar, however general knowledge of other offices and areas of the university are essential to help students. Collaboration, organization, empathy, and independent autonomous decision-making are a must as this position is a liaison to other offices across campus on behalf of students. This role requires staff to put students at the front of their decision-making process and advocate on their behalf when they can. Staff resolve complex issues and situations in a timely manner. When required, staff may also need to follow up with students based on their situation and other offices involved. Staff will be responsible for reviewing office processes, policies, and procedures with an eye towards continuous improvement. Staff will advocate for changes to said processes, policies, and procedures with the goal of improving the student experience for all. Grant-funded position through March 2025. Hybrid workplace model; schedule determined by department.

Salem State University values and appreciates diversity in all its forms and endeavors to create a space that reflects the campus community population which it serves. Our students come to Salem State University from 38 states and 48 countries and reflect the demographics of the greater Boston community in which we live. We are passionate about providing an experience for them and our fellow staff and faculty, where everyone can feel supported while they explore, learn, and celebrate their identities, similarities, and differences. We invite you to become a member of our community.

Please Note: This is a grant-funded position. Continued employment is contingent upon funding past March 2025.

1. Support operations of the Student Navigation Center utilizing various computer and online solutions including, but not limited to PeopleSoft, OnBase, Navigate and Zoom. Complies with all regulations, governing the Student Navigation Center.
2. Answer inquiries in various formats, managing sensitive situations with professionalism and cultivating trust in the Student Navigation Center by offering accurate answers to questions, reducing the need to escalate contacts or shuffle students.
3. Educate and empower students to manage their education; resolve concerns or issues in areas like registration, financial aid, student accounts/billing and ClipperCards. 
4. Use investigation techniques, professional judgment, and individual discretion, as appropriate to address student needs/concerns.Collaborate with other university personnel to clarify complex situations, resolve student issues and provide correspondence with students or third parties as necessary.
5. Utilize systems like Navigator and TouchNet to assist students with enrollment transactions and payments and effectively communicate the self-serve functionality of various university systems to students and parents.
6. Utilize PeopleSoft and other administrative systems training, and knowledge of university policies and procedures to process a variety of student transactions whether electronically or paper-based. Understand appropriate technology and workflow to leverage as a resource for better customer service.
7. Represent the Student Navigation Center at university sponsored events.
8. Update training materials; develop, document, and provide training to staff and student workers. 
9. Support registrar’s office with commencement related functions.
10. Demonstrate sensitivity to students with diverse backgrounds and learning styles. Regularly engage in trainings and education of DEI related topics to better serve the students and families of the university.
11. Serve as a role model and mentor for students as appropriate.
12. Serve on committees as assigned by the Director, the Vice President for Enrollment Management and Student Life, and the President.
13. Other duties as assigned.

Required Qualifications:

1. Bachelors degree
2. Minimum of three years of customer service. Preferably in a higher education environment, such as the office of the registrar, bursar, financial aid, or other areas.
3. Minimum two years of experience working with little or no supervision and demonstrated use of independent and sound judgment in keeping with established university policies and procedures
4. Knowledge of data processing techniques and the application of such techniques to student record keeping and registration
5. Demonstrated ability to work autonomously to resolve complex student issues through the analysis analyzing of data and drawing conclusions to make appropriate recommendations
6. Experience in understanding, explaining and applying the laws, rules, regulations, policies, procedures, specifications, standards and guidelines governing assigned unit activities
7. Strong oral and written communication skills
8. Experience in exercising discretion and handling confidential information

Preferred Qualifications:

1. Master's degree
   
2. Multi-lingual
3. Experience in an integrated service office
4. Experience with using data systems such as PeopleSoft, EAB Navigate and Power BI

Working Conditions:

This is a hybrid position in Salem, MA, which requires a flexible schedule and occasional evening and weekend hours.

Office activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding and interaction with computer equipment; occasional bending, reaching, lifting, pushing and pulling up to 5-10 pounds.

Salem State University complies with the Americans with Disabilities Act (ADA) to provide reasonable accommodation to qualified applicants and employees with disabilities. For accommodation information or requests please email eo-hr@salemstate.edu.

Special Instructions to Applicants:

Please apply online and attach resume and cover letter.

Employment is contingent upon a completed background and CORI check satisfactory to the university.

This position is not eligible for H1B visa sponsorship.

EEO Statement:
Salem State University is an equal opportunity/affirmative action employer. Persons of color, women and persons with disabilities are strongly urged to apply.