Salary/Position Classification

• $38,900 Annual, Non-Exempt (Eligible for overtime)
• 40 hours per week
• 100% Remote Work Availability: No
• Hybrid Work Availability: No

Purpose of Position

The One Stop Advisor will provide customer service to UND departments, current students, prospective students, faculty, staff, and families on a variety of university functions, focusing on the areas of Student Accounts and Financial Aid. This position will require high energy and commitment to creating positive customer service experiences with a high level of public interaction.

Duties & Responsibilities

•  Professional Student Service:
  • Provide exceptional, daily customer service to a variety of constituents and diverse populations (including students, staff, faculty and families) on an assortment of complex university policies and procedures in person, over the phone, and through email.
  • Collaborate with other offices to provide solutions for student problems.
  • Provide a holistic review of students’ files, including holds, charges, and financial aid.
  • Accept student forms, process student payments, and accept outside organization scholarship checks.
  • Perform all U Card/TSA processes and duties.
  • Participate in Continuous Improvement groups to better our customer service.
  • Use professional judgment based on information to determine if a waiver of late fees or late fee charging should be granted.
  • Use professional judgement to determine if a student needs to meet with an aid advisor.
  • Review, approve, or deny ND Tuition Rate Applications o Use professional judgment to determine approval of ND Resident Tuition Rate Applications based on NDUS policy.
  • Use professional judgment to determine if a waiver of fees for replacement U Cards should be granted based on card policy and procedures. 
  • Build strong relationships with other UND offices such as but not limited to Career Services, Student Finance, Registrar, University Admissions, Enrollment Management, International Center, Office of Rights and Responsibility, Student Academic & Career Services, University Technology, and other university offices. 

• Student payments, Reciprocity, Residency changes, & FERPA:
  • Open, process payments and close office for cashiering, as needed. This includes running reports for end of day processes.
  • Determine daily priorities and participate in morning meetings at One Stop.
  • Process MN Reciprocity approval, ND residency applications and FERPA.
  • Help student employees manage processing payments.

• Other duties as assigned:
  • Assist with student employee training.
  • Assist in providing students with itemized statements to provide tuition, fees, room, board, etc.
  • Complete tax forms for Alaskan and Canadian students.
  • U Card opening and closing procedures. 

• Continuous process improvement based on best practices:
  • Proactively identify or audit, analyze, and improve upon existing business processes within position and/or within Student Finance and One Stop teams based on best practices or change in policies.
  • Use data to identify priorities and monitor outcomes.
  • Work with Student Finance and One Stop teams to implement and promote process improvements to optimize workflow and student service.
  • Take responsibility to make improvements based on audit findings or recommendations. 

• As a UND employee in the Enrollment Management Unit, this position is expected to treat staff, faculty, students and families in a cordial, civil, and respectful manner at all times, practice the principles of honesty, respect, and integrity; communicate in a professional, positive, and respectful manner; and exhibit ethical behavior. 

Required Competencies

• Demonstrated experience delivering excellent service to students, families, and both on- and off-campus constituents.
• Attention to detail, excellent customer service and strong verbal and written communications skills.
• Ability to multi-task and prioritize.
• Excellent organizational skills needed.
• Ability to work independently or as a team member.

Minimum Requirements

• Associates degree or equivalent years of directly related experience
• One year of experience working in an office setting and/or task-related experience.
• Excellent computer skills and knowledge of Microsoft Word, Outlook, and Excel experience.
• Successful completion of a criminal history background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire.

This position does not support visa sponsorship for continued employment.

Preferred Qualifications

• Experience in a fast-paced customer service environment.
• Experience with continuous improvement strategies and tools.
• Two years of experience in a university setting.
• Experience using PeopleSoft Student Admin module and Perceptive Content (Image Now).
• Experience with UND policies and procedures.