Description
The Wolverine Services Representative position aids in student success by assisting with business-related University processes, addresses student concerns and requests, while also anticipating additional issues. The ideal candidate will provide excellent customer service for diverse visitors – reviewing aid application materials, determining appropriate document requirements, and sharing information regarding financial aid processes. This position also assists students with registration transactions/questions, explains student record information, and refers visitors as appropriate to the correct office personnel.
In addition to the above, the senior representative has understanding of general processes in the Offices of Financial Aid and Registrar, serves as a liaison for colleges/schools/units, trains colleagues and campus partners on processes and procedures, processes paperwork, understands total impact of changes for aid, registration and student accounts.
Wolverine Services functions as a student service center for U-M students, currently in two locations - the Student Activities Building (central campus) and Pierpont Commons (north campus).
- Greets and assists customers with first-level support on behalf of the Office of Financial Aid and the Registrar’s Office in Wolverine Services – in-person and via phone calls and emails. Assists applicants in determining appropriate documentation requirements, reviewing submitted materials for completeness and compliance with guidelines, and shares common computer navigation paths. Provides information regarding the aid application process and refers to aid administrators and management as appropriate. Protects sensitive data, engages with daily intake and handling of scholarship checks and sensitive/ confidential documents, and facilitates student document pick-up, check endorsement and loan promissory note endorsements in accordance with governing policies and laws, including confirming student identity.
- Serves as a member of the financial aid Advising & Eligibility team. Attends weekly meetings and participates in special projects and office initiatives, such as default aversion efforts (including outreach to high-risk students regarding repayment resources), Satisfactory Academic Progress transcript reviews, and borrowing history reviews. Also assists with collection, organization, and reporting of client service statistics for the Office of Financial Aid.
- Using M-Pathways student information system (PeopleSoft), assists students with class registration transactions/questions, class schedules, address and biodemographic updates, ordering transcripts, guest applications, certifications, and other related Registrar student service functions.
- Serves as liaison with campus partners; develops and gives presentations. Collaborates with unit supervisor to train new hires and existing staff on process changes, policies and procedures.
- Recommends, develops and implements process improvements for the Student Service Center. Provides general advice and counsel to supervisor and senior staff on issues related to customer service and workflow for the Student Services Center. Assists with testing system capabilities and updates.
- Participates, initiates and shows commitment to professional development opportunities. Facilitates learning and engages staff in helpful activities. Other duties as assigned.
Requirements
Bachelor’s degree or equivalent combination of education and experience.
Considerable customer service experience and experience with appropriately handling confidential and sensitive information.
Proficiency in common Microsoft Office software, particularly Word and Excel.
Outstanding verbal and written communication skills and strong interpersonal skills.
The ability to work effectively in a team environment and independently, with minimal supervision.
A high level of organization skills, a meticulous attention to detail, and the ability to consistently produce highly accurate work.
The ability to manage and organize complex information; ability to use analysis and critical thinking skills to solve problems.
The ability to learn and interpret University, state and federal regulations/policies – position with exercise discretion and independent judgment with regard to matters of significance.
