Job Summary

The Coordinator, under the direction of the Assistant Director of Drexel Central, serves as the frontline phone and email 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.

This is a hybrid position, working in person 3 days.

Essential Functions

• Provide 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.
• Answer incoming calls, research and respond to email incidents, and meet face-to-face with students in Drexel Central
• Provide outstanding customer service to students and families, assisting with finding appropriate solutions to all financial aid, registration and billing needs.
• Approach every student encounter professionally and with a positive, welcoming, and caring attitude.
• Develop and maintain 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.
• Meet 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 communicated.
• Demonstrate an understanding of Drexel's Code of Conduct, HR policies, and commitment to integrity and ethical behavior by example day to day activities.
• Comply with all University, state, and federal regulations regarding the access and release of data.
• Participate in outreach activities as assigned.
• Other duties as assigned.

Required Qualifications

• Minimum of a Associate's Degree or the equivalent combination of education and work experience. (Please review the Equivalency Chart for additional information.)
• Minimum of 1 year of experience in higher education administration, sales, marketing, tele-counseling, or hospitality experience.
• Ability to work evenings and weekends as needed.
• Computer proficient.
• Excellent communication skills, both verbal and written.
• Problem-solving and critical thinking skills.

Preferred Qualifications

• Experience working in a high-volume call center.
• Experience using Microsoft Office Suite (Excel) and Banner.
• Strong customer service skills alongside a desire to serve and help students, families, and related constituent organizations.
• 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.
• Ability to work as part of a team in a fast-paced, goal-driven environment.
• Ability to interpret and communicate university, state, and federal policies related to financial aid, registration and billing functions.
• Experience working with various audiences.

Location

• Hybrid/Flexible Work Arrangement

Additional Information
This position is classified as Non-Exempt, grade H. Compensation for this grade ranges from $18.89 - $28.33 per hour. Please note that the offered rate for this position will vary based on the successful candidate’s qualifications and experience, department budget, and an internal equity review.

Applicants are encouraged to explore the Professional Staff salary structure and Compensation Guidelines & Policies for more details on Drexel’s compensation framework. For information about benefits, please review Drexel’s Benefits Brochure.

Special Instructions to the Applicant
Please make sure you upload your CV/resume and cover letter when submitting your application.

A review of applicants will begin once a suitable candidate pool is identified.

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