Student Support Specialist (Academic Affairs Grad)

The Engineering for Professionals (EP) is seeking a Student Support Specialist for our part-time, graduate division of the Whiting School of Engineering at Johns Hopkins University. EP offers master's degrees, post-baccalaureate certificates and post-master's certificates to working professionals across 25 different engineering and applied science disciplines. The division receives over 5,000 applications per year on a rolling admissions basis. Classes are offered at multiple locations with an emphasis on an online pathway.

The Student Support Specialist is part of a team that serves as the primary points of contact in providing quality customer experiences for students, parents, call center staff and other stakeholders seeking guidance for financial aid, registration, and student accounts services across Johns Hopkins University (JHU). This position requires attention to detail in a fast-paced, ever-changing environment and will deliver high-quality, student-centered advice and support through multiple modalities (email, in-person, and phone). The Student Support Specialist must have a pleasant disposition and a positive attitude. Working on a team grounded in the principles of excellent customer service, the person in this position will be responsible for meeting quality customer service metrics and assessments.

This position requires an in-depth understanding of or exceptional familiarity with financial aid, registration, and student accounts processes and policies. The Specialist role also requires an extensive knowledge of Title IV compliance regulations ensuring adherence to regulatory compliance with financial aid applications and eligibility.

This Student Support Specialist will report directly to a Student Support Supervisor.

Specific Duties & Responsibilities

• Serve as the first point of contact for student enrollment services, specifically financial aid, registration, and student accounts, to the university community in a new shared services organization, SEAM.
• Provide exceptional customer service to all Johns Hopkins University constituents, including students, internal staff and faculty, external stakeholders, parents, sponsors (third-party payers), and all parties in contact with the university.
• Provide general information to solve issues related to financial aid, registration, and student accounts.
• Liaise with the contracted call center staff and university operational staff in support of front-line issues and troubleshooting.
• Manage the student case management queues in the Salesforce database to ensure timely triage, escalation, resolution, and processing of incoming cases.
• Facilitate virtual services through scheduled appointments and unscheduled Zoom drop-ins to support students and families inquiring about financial aid, billing, and registration information.
• Execute ongoing communication with students, parents, and staff while maintaining a high-level of customer satisfaction in all digital modalities, including via email and phone.
• Counsel, advise, investigate, problem-solve, and resolve issues from current and former students, parents, faculty, staff, sponsors and other third parties.
• Explain financial aid packages and eligibility for institutional and federal aid awards and give helpful instructions on using financial aid self-service tools to students and parents.
• Provide payment details, account information and helpful instructions on using student accounts self-service tools to students and parents.
• Provide registration details and give helpful instructions on using registration self-service tools to students and parents.
• Identify potential management inefficiencies to promote operational excellence and coordinate process improvements of service to students and the university community.
• Participate in professional development and training opportunities to stay abreast of institutional, federal, and other regulations.
• Occasionally support university events to assist prospective students, current students, and other stakeholders (e.g., orientations, open houses, etc.)
• Perform other related duties as requested.
  
  

In addition to the duties described above

• Submit application reports and review initial data to be shared with admissions committees
• Update and record student information in the student database SIS and Slate including biological and academic documentation.
  
  

Minimum Qualifications

• High School Diploma or graduation equivalent.
• At least three years of strong customer service experience.
• Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.
  
  

Preferred Qualifications

• Bachelor's Degree highly preferred
• Experience with service desk, help desk, call center or comparable front-line service a plus.
• Experience with accounts receivable and/or an accounting background a plus.
• Experience with customer relationship management software a plus.
• Experience working in a university setting, particularly student services, preferred.
  
  

Technical Qualifications Or Specialized Certifications

• Prior experience with Student Information System (SIS), PowerFAIDS, OnBase, Salesforce, and other related information management databases would be beneficial but not required.
• Proficiency in desktop computing using MS Office (Outlooks, Word, Excel) and web interfaces on a Windows platform.
  
  

Technical Skills And Expected Level Of Proficiency

• Advising - Awareness
• Customer Service - Awareness
• Digital Communications - Awareness
• Financial Aid Regulations - Awareness
• General Interpersonal Skills - Awareness
• Organizational Skills - Awareness
• Registration and Records Management - Awareness
• Student Case Management - Awareness
  
  

The core technical skills listed are most essential; additional technical skills may be required based on specific division or department needs.

Classified Title: Student Support Specialist

Role/Level/Range: ATO 37.5/03/OE

Starting Salary Range: $18.20 - $33.90 HRLY (Commensurate w/exp.)

Employee group: Full Time

Schedule: M-F, 37.5 hrs wkly

FLSA Status: Non-Exempt

Location: Hybrid/Homewood Campus

Department name: 60007876-Academic Affairs Grad

Personnel area: Whiting School of Engineering