Get to Know American University

At American University we value open and honest inquiry, servant leadership, and the affirmation of the human dignity of all. We envision a thriving AU community where individuals of all identities and experiences are understood, appreciated, and fully included, and where equitable treatment, opportunities, and outcomes prevail.

Our diverse community of students, faculty, and staff represent every state and more than 150 countries. Our internationally recognized faculty are today's thought leaders in the areas of public policy, law, the arts, communications, international development, and more. Our staff are innovative, service-oriented, and dedicated to moving the university towards achieving its strategic goals. We are committed to an excellent experience for all of our students, faculty and staff and share a passion for creating change through our knowledge and our work.

Learn more about American University by clicking here.

Summary/Objective

The Student Services Counselor will provide front line customer service to enrolled students and their parents with a proactive customer service philosophy. They will provide advice and counseling regarding finances, registration processes, and billing and payment inquires. The position responds to student and parent inquiries through email, telephone, and in-person meetings, from point of contact to resolution and/or referral. The Counselor serves as a liaison between the student or parent and the University community working collegially with other offices within AU to ensure student service functions are performed in a uniform and consistent manner. The Counselor is expected to be cross trained and able to provide direct student services in the areas of Registrar, Student Accounts and a general knowledge of financial aid. The Counselor is expected to work collegially with these departments and other departments on campus. This position addresses student concerns via the call center, chat, virtual and in person meetings, customer management system, and queuing systems for over 12,000 students.

Essential Functions

First Year Advising Partnership for Retention: Partner with First Year Advisor to provide collaborative, proactive guidance to students enrolled in their CORE 100 sections. Ensure incoming First Year students know the documentation required for their individual situation and can work to ensure a financial plan is in place for their obligations to the university as soon as possible. Work with students to ensure registration readiness by the beginning of priority registration.

Registration Services: Process Independent Study and other registration forms. Verify enrollment history in Colleague and write letters of certification and/or provide written verification of enrollment letters. Answer students’ questions about the registration process and enrollment status. Assist students with Consortium course registration. Respond to questions about the waitlist process, drop students from the waitlist as requested by student.

Student Accounts Services: Resolve concerns on student account billing statements and financial transactions. Provide explanations for debits and credits, tuition and fee assessments, credit loads and impact to tuition and refund/credit balances. Counsel students on the payment plan options. Assist students with registration stops. Receive and investigate disputes of penalty charges.

General Student Services: Respond to inquiries made in person, or via telephone, email, chat, or written correspondence using a customer support system. Address and resolve problems or concerns raised by students, parents, faculty, staff, departments or other third parties regarding registration, financial aid and student account/billing by reviewing documentation, researching the issue and evaluating university policies and procedures.

Training: Participate in staff training on a continuing basis to become proficient in all aspects of AU Central’s student services, including being informed about the latest federal, industry, and university regulations and policies. Serve as liaison to assigned office updating AU Central concerning new policies, procedures, and staff in assigned office.

Position Type/Expected Hours of Work

• Full Time.
• Specialist A.
• Non-Exempt.
• This is a union-eligible position. The union-eligibility of individual position incumbents will be determined based on the incumbent’s employer of record.

Salary Range

• $45,000.00/year.

Required Education and Experience

• High school diploma or equivalent.
• 3-5 years of relevant experience.
• Minimum three years’ work experience in a customer service-oriented position.

Preferred Education and Experience

• Work experience in higher education is preferred.
• Familiarity with financial aid guidelines and academic procedures is preferred
• Familiarity with Colleague, Office 365 and ServiceNow are preferred.
• Working knowledge of a foreign language is a benefit.

Additional Eligibility Qualifications

• Top notch customer service skills, attention to detail, and collaborative work style are a must.
• Strong problem-solving skills and excellent written and oral communication is required.
• Strong computer skills and familiarity with automated data systems is required.
• Ability to take initiative.

Others

• Hiring offers for this position are contingent on successful completion of a background check.
• To ensure the health and safety of our community AU requires COVID-19 vaccinations for faculty and staff. Click here to learn more about our health and safety directive.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits

AU offers a competitive benefits package including a 200% matching retirement plan, tuition benefits for full-time staff and their families, several leadership development certificates, and has been recognized by the American Heart Association as a fit-friendly worksite. Click here to learn about American University's unique benefit options.

Current American University Employees

If you are a current employee at American University, please log into AsuccessfulU through the myAU portal. Once in AsuccessfulU, please select the Careers tile which will take you to our internal career page.

Contact Us

For more information or assistance with the American University careers site, email theworkline@american.edu.

American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.