One Stop Student Service Counselor - Division of Finance

One Stop Student Service Counselor - Division of Finance University Overview The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning.

As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023. Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more. Posted Job Title One Stop Student Service Counselor - Division of Finance Job Profile Title Coordinator B Job Description Summary Reporting to the Associate Director of the Student Service Center, the SRFS Service Hub Counselor is responsible for providing a comprehensive suite of services to students and their families in the areas of registration, billing, and financial aid utilizing various software systems and technical programs in the Mondre Family Student Service Center.

Counselors in the Mondre Family Student Service Center serve as the first point of contact for navigating registration, financial aid, billing, and related student services, using broad knowledge and strong judgment to diagnose needs, provide guidance, and connect issues to the right resolution path. The role is expected to work approximately 40 hours per week; however, schedules may fluctuate based on operational and business needs throughout the academic year.

Work activity is cyclical, with peak volume in July through September (Summer billing cycles and Fall term activity) and January through February (Spring term activity). Occasional evening and weekend hours will be required during peak volume as part of normal business operations. Job Description Job Responsibilities: Provide comprehensive student services support to students, families, alumni, faculty, staff, and other stakeholders regarding academic records, registration, financial aid, loans, billing, payments, waivers, certifications, petitions, and related student service matters.

Escalate and coordinate resolution of complex cases with functional specialists and University partners, ensuring timely follow-up and closure of student and family concerns. Receive, research, investigate, and resolve inquiries through multiple communication channels, including in-person visits, phone, email, virtual meetings, and online platforms, gathering and reviewing necessary documentation to assess requests, appeals, and concerns.

Interpret and apply institutional, state, and federal policies, regulations, and procedures to determine appropriate resolutions, communicate outcomes, and ensure compliance with applicable requirements, including FERPA and financial aid regulations. Manage and document student service interactions using Salesforce, Banner, Zoom, Microsoft Teams, automated call distribution systems, and other University-supported technologies to track, research, and resolve cases effectively.

Develop expertise in and provide daily support for specialized SRFS Service Hub