Student Services Advocate
Job Description Summary
The Student Services Advocate provides high-level, front-line comprehensive services and outreach to students and families with the highest standard of customer service, empathy, and accuracy. Operating within a fast-paced, high-volume environment, this role utilizes advanced problem-solving skills and a deep knowledge of university policies to resolve inquiries related to registration, billing, and student financial assistance. The Advocate acts as a central resource, ensuring a seamless, holistic student experience from enrollment through graduation.
Customer Service & Holistic Advising
- Delivers exceptional, student-centered customer service and complex problem resolution via phone, email, virtual meetings, and in-person interactions.
- Counsels students and families regarding financial aid packages, billing statements, payment plans, and registration processes.
- Serves as a dedicated liaison and advocate for students navigating complex university systems, collaborating with campus partners to resolve intricate issues.
- Maintains a welcoming, inclusive environment for a diverse population of students, parents, staff, and external stakeholders.
Enrollment & Records Management
- Accurately processes registration forms, schedule changes, independent study requests, enrollment verifications, and academic transcripts.
- Maintains an in-depth understanding of divisional policies, university regulations, withdrawal procedures, and re-enrollment processes.
- Ensures strict compliance with the Family Educational Rights and Privacy Act (FERPA) and other federal, state, and institutional regulations.
Outreach & Communications
- Develops and delivers engaging presentations to prospective/current students, families, and university staff regarding One Stop services.
- Supports university outreach initiatives targeted toward specific student populations to promote retention and financial literacy.
- Contributes to digital communication efforts, including reviewing and updating website content and knowledge-base documentation.
Administration & Special Projects
- Manages case records, tracking interactions and resolution metrics within the university’s ticketing/CRM system.
- Represents the One Stop on university-wide committees and serves as a designated liaison to specific academic or administrative departments.
- Stays current on evolving federal, state, and institutional policies affecting student financial aid and higher education billing.
- Performs other duties and special projects as assigned.
Qualifications
Minimum Qualifications
- Education & Experience: Bachelor’s degree; OR Associate degree plus at least one (1) year of full- or part-time experience in a customer-centric field; OR High school diploma/GED plus at least two (2) years of full-time experience in a customer-centric field.
Preferred Qualifications
- Direct experience working in a higher education setting, specifically within student financial aid, registration, or student accounts/billing.
- Familiarity with Miami University’s institutional structure, academic divisions, and campus resources.
- Experience utilizing student information systems (e.g., Banner) and customer relationship management (CRM) software.
Required Knowledge, Skills, and Abilities
- Service Excellence: Ability to assist students and families graciously, efficiently, and accurately under pressure.
- Communication: Exceptional oral, written, and active-listening communication skills.
- Problem Solving: Strong analytical and critical-thinking skills to resolve ambiguous or complex student issues.
- Public Speaking: Comfort and proficiency in presenting to both small and large groups.
- Project Management: Demonstrated ability to manage independent projects, multitask, and meet deadlines.
- Interpersonal Skills: Proven ability to communicate and interact effectively with individuals of all ages and diverse socioeconomic and cultural backgrounds.
- Availability: Ability to work flexible hours, including occasional evenings and weekends, and attend off-campus university functions as required (minor travel may be necessary).
- Technical Proficiency: Working knowledge of Google Workspace and Microsoft Office Suite.
Required Application Documents
resume and cover letter
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