"One-Stop Service Representative"

Job Description

EMPLOYMENT STATUS: Full-time
REPORTS TO: Director of Financial Aid
FLSA STATUS: Non-exempt
DIVISION: Student Services and Workforce Development
CAMPUS: Central

POSITION SUMMARY: Provide students, visitors, faculty and staff with one-stop quality service by sharing accurate information and knowledge in the broad areas of financial aid, admissions and registration

ESSENTIAL DUTIES AND RESPONSIBILITIES: Employee must be able to perform the following essential functions to the satisfaction of the employee's supervisor.

• Serve as the primary point of contact for prospective and current students, families, and community members via in-person, phone, and virtual communication, providing accurate information on academic programs, admissions, registration, and financial aid processes.
• Deliver comprehensive financial aid advising, including FAFSA guidance, award interpretation, disbursement timelines, Satisfactory Academic Progress (SAP) requirements, debt management, and eligibility maintenance.
• Process and verify federal and state financial aid applications (ISIR review, verification, NSLDS monitoring, first-time borrower compliance, maximum time frame appeals, enrollment adjustments, exit counseling notifications) in accordance with federal regulations and institutional policy.
• Administer and maintain the Federal Work-Study Program, including student and supervisor records, compliance monitoring, and coordination with Human Resources.
• Manage external scholarship processing, including application review, data entry, documentation maintenance, and coordination with the Business Office.
• Coordinate intake, scanning, indexing, and quality control of student records within the OnBase document imaging system to ensure secure and compliant records management.
• Assist students with all registration functions including course selection support, add/drop, waitlist management, withdrawals, auditing, transcript processing, transfer credit posting, residency review, and student status updates within the Student Information System (Jenzabar J1).
• Process third-party documentation such as ITAs and Consortium Agreements and ensure timely routing to the Business Office.
• Monitor late-start enrollment activity and recalculate financial aid awards as needed, providing timely student notification of adjustments.
• Plan and deliver financial aid workshops, high school financial aid nights, and outreach programming in collaboration with local school counselors to support recruitment and access initiatives.
• Support institutional events, including orientations, college fairs, commencement ceremonies, and special departmental projects.
• Manage communications for the Enrollment and Workforce Innovation department, including incoming calls, mail distribution, appointment scheduling, and referrals to campus resources such as the Business Office, Bookstore, Learning Center, and Testing Center.
• Provide individualized student support by assessing needs, resolving concerns, troubleshooting portal access, and connecting students with appropriate campus and community resources to promote retention and success.
• Maintain compliance with FERPA, federal and state regulations, and institutional policies; demonstrate ethical judgment, professionalism, and adherence to college core values.
• Participate in ongoing professional development to remain current on evolving financial aid regulations, enrollment procedures, and higher education best practices.
• Perform additional duties as assigned in support of departmental and institutional objectives.
• The listing of duties and requirements listed in this description should in no manner imply that these are the only responsibilities to be performed by the employee who fills this position. Each employee is required to follow the directives, and to perform any duties required by the employee's supervisor or designee.

OTHER DUTIES AND RESPONSIBILITIES
Performs other related duties as required.

SCOPE OF SUPERVISION
None

CONFIDENTIAL DATA
Student and other information covered by FERPA guidelines and agreed to in the College's FERPA Confidentiality Agreement; student financial aid records, student and family personal financial records, student social security numbers and other non-public and sensitive college records.

KNOWLEDGE, SKILLS AND ABILITIES:

• Exemplifies outstanding customer service skills, committed to providing students with responsive, personalized support and fostering a positive learning environment.
• Demonstrates a strong dedication to student success through attentive, solution-focused service and proactive engagement that enhances the overall student experience.
• Skilled in delivering exceptional service to students, combining professionalism, empathy, and responsiveness to ensure their needs are met and their experience is positive and productive.
• Demonstrates the ability to effectively navigate and resolve challenging student situations, including those requiring escalation, while maintaining professionalism, composure, and a solution-focused approach.
• Demonstrates well-developed oral communication skills, with the ability to clearly convey complex concepts in both individual and group settings.
• Exhibits flexibility and adaptability in a fast-paced, dynamic work environment while effectively managing shifting priorities.
• Works collaboratively with students, faculty, and staff, as well as external service providers, families, community organizations, and other agencies.
• Delivers consistently friendly, professional, and respectful customer service in person, over the phone, and through written correspondence, regardless of the nature of the message.
• Maintains a solution-focused approach in all interactions with students, team members, faculty, and staff, while adhering to Southern State Community College policies and procedures.
• Contributes positively to a team-oriented environment, fostering productive working relationships and supportive team dynamics.
• Demonstrates a strong understanding of Southern State Community College's mission, vision, values, goals, and strategic priorities.
• Possesses proficiency in Microsoft Word and other Microsoft Office applications to support efficient and accurate administrative work.

QUALIFICATIONS:
An appropriate combination of education, training, course work and experience may qualify an applicant to demonstrate required knowledge, skills, and abilities. An example of an acceptable qualification is: Associate's degree in related field with one to three years related experience in financial aid. Must be able to think critically, multi-task and have great communication skills.
Applicant must successfully pass required background checks in accordance with Southern State Community College's policies and procedures and applicable laws.
Ability to document identity and employment eligibility as a condition of employment in compliance with Immigration Reform and Control Act requirements.

LICENSURE OR CERTIFICATION REQUIREMENTS
None.

Southern State is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

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