Integrated Student Services Counselor
STATUS: Full-time, Exempt
DEPARTMENT: Casa Latina
REPORTS TO: Casa Latina Executive Director
This position will work with other Casa Latina staff to facilitate student access to university services from the moment of application for admission to graduation. Collaborating with the Casa Latina Director for Marketing and Recruitment will follow up on new student admission applications to complete the admissions process and convert to initial admission or readmission. The Integrated Student Services Counselor will assist in the enrollment of new students, including support in assessment, financial counseling, and course selection. The Student Services Counselor must successfully transition new students into developing working relationships with Advisors. After initial enrollment, will support Advisors in the development and follow-up of student success plans, maintaining communication with Casa Latina students on their progress. Contacts with students will be in the language (English/Spanish) of their preference, taking into consideration cultural and national origin diversity. The Student Services Counselor will perform these responsibilities in close collaboration with and support to the Executive Director of Casa Latina. These responsibilities are performed in an ethical manner consistent with the University's mission, vision, and values which include diversity, equity, and inclusion.
- Meet/Contact applicants through various means including inbound and outbound phone calls, scheduled and unscheduled appointments, web inquiries, and internal and external events.
- Build mentoring relationships with students to enhance student enrollment, engagement, success, and retention.
- Provides thorough follow-up with Casa Latina applicants through the admissions cycle, following up from inquiry to initial registration or readmission.
- Work with students to successfully complete the application process, including the receipt of all required documentation for admission.
- Remain the point of contact for all new students from inquiry to the start of classes, facilitating the transition to the advisor.
- Perform unofficial transcript evaluations.
- Schedule entrance assessment and interpret and discuss test results with the student as needed, after their application is secure.
- Assist students in their initial enrollment in consultation with the Advisor.
- Provide students with information about available student services and facilitate access to them as liaison as needed
- Schedule and deliver group admission and orientation presentations.
- Assist advisors in contacting students currently attending but not enrolled for the next session and follow up with stop-out students.
- Assist and advise students, parents/families, and enrollment staff with questions concerning the financial aid application or process.
- Assist and advise students, parents/families, and enrollment staff with questions regarding student account charges, billing, payment options, and excess financial aid refunds.
- Determine aid application completeness and request additional documentation as required while accounting for variances in the requests vs the requirements.
- Ensure the accuracy of financial aid paperwork submitted by students; verify students for eligibility federal, state, and institutional aid; package aid and recalculate financial aid when student situations change.
- Communicate knowledge of federal, state, and institutional programs.
- Communicate financial aid procedures; communicate and monitor Standards of Academic Progress.
- Discuss with families and current/prospective students various options to meet educational expenses.
- Assist with proper filing procedures and calculate estimated cost of attendance, as needed.
- Ensure timely communications to students relevant to deadlines and financial aid requirements.
- Document appropriate student interactions in the appropriate student information systems such as Salesforce and Banner.
- Efficiently utilize computer systems and databases to research, analyze, and present data.
- Attend and participate in required training programs.
- Demonstrate understanding of all academic programs, customer service, financial aid, internal processes, and student types.
- Adhere to all privacy (i.e., FERPA) rules and regulations.
- Understand and abide by all external and internal regulations and policies.
- Provide GREAT customer service, anticipating and exceeding the needs of our customers.
- Understand and abide by all external and internal regulations and policies. This includes NCAA, GLIAC and national affiliations associated within athletics or other role specific regulations.
- Demonstrate and promote the University's Cultural Values.
- Perform other duties as assigned.
- Bachelor's degree (from an accredited institution), preferably in business, education, marketing, or sales, or a field in which dual language programs are offered.
- Passion for helping the Hispanic community gain access to higher education. The ideal candidate has experience in customer service and/or sales.
- Excellent bilingual (English and Spanish) interpersonal, communication, and presentation skills, which transcend diverse audiences.
- Multicultural and multilingual lived experiences.
- Demonstrated understanding of language, cultural, and national origin diversity.
- Strong organizational skills, motivation, and self-direction.
- Ability to maintain a professional appearance and manner.
- Demonstrated ability to effectively plan, meet deadlines, and accomplish goals.
- Demonstrated ability to work accurately and effectively with technology systems.
- Demonstrated ability to work effectively with people of diverse backgrounds and promote a positive working environment, spirit of cooperation, and positive reactions to change and conflict resolution.
- Excellent negotiation and persuasion skills required.
- Demonstrated ability to communicate effectively and relate well to students, parents, faculty, staff, and others while maintaining appropriate confidentiality.
- Must be highly motivated and solution-oriented with a high degree of integrity, ethics, and dedication to the mission of the University.
- Ability to pass a pre-employment background investigation including but not limited to standard criminal background and employment reference checks. Select positions may be subject to drug/alcohol screening.
- Business office environment. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain). Moderate travel, including overnight stays.
- Lifting of 25 lbs. or more as warranted for business presentations.
- Must be able to work an irregular schedule, evenings or Saturdays as needed, additional hours during peak times, or as required.
DAVENPORT UNIVERSITY IS AN EQUAL OPPORTUNITY EMPLOYER