Employment Opportunities at USD

5496

The Division of Student Affairs is committed to grounding our policies, programs, and procedures in anti-racist practice. With this commitment, we recognize the importance of educating ourselves and holding one another accountable to ensure our work is approached through equity, inclusion, and social justice lens. We recognize our need for ongoing development in this area and continue to strive to improve. We expect all members of the Division of Student Affairs are willing to engage in this work alongside us to uphold our Catholic mission in creating a welcoming environment where the dignity of all students, staff, administrators, and faculty at USD is embraced.

The University of San Diego, an engaged and contemporary Catholic institution, was founded by the Diocese of San Diego and the Society of the Sacred Heart in 1949. Governed by an independent board of trustees since 1972, USD remains committed to a liberal arts education grounded in the Catholic intellectual tradition and the pursuit of truth, goodness and beauty. Inspired by this centuries old tradition of Catholic higher education, the University welcomes people of all faith traditions and any, or no, religious background. The future success of USD relies on the contributions of those who seek to foster the development of engaged global citizens and an earnest confrontation of humanity’s urgent challenges.

The Torero Support Counselor will provide unparalleled service to both internal and external customers for all of the cross-functional campus business transactions. Generally, “cross-functional campus business transactions” include all transactional services of the offices of the registrar, student accounts, and financial aid. This position will be regularly called upon to use independent judgment to advise and resolve student issues in each of the above areas.

Duties and Responsibilities:

Customer Service

• Provide unsurpassed internal and external customer service via walk-in traffic, phone, and email by demonstrating effective listening, diplomacy, availability, and timely response to all inquiries.
• Serve as a student advocate for resolution of registration, student account, and financial aid issues. 
• Make every attempt to be the student’s only stop to resolve his or her issue.  Seek assistance from partner offices once all resources have been exhausted. 
• Act as liaison between student or parent and offices of the registrar, student accounts, and financial aid.
• Holistically review all student issues.  Proactively educate students on the implications of decisions made.
• Advise students about student loans, promissory notes, student debt, the verification process, and other complex business issues.
• Educate students how to use the MySanDiego portal to handle routine transactions from any computer.
• Support the Torero Hub’s service expectations.

Administrative

• Analyze the daily activities of the department and make recommendations for improvement in our service to the customer. 
• With cooperation, training, and support from the partner offices:
  • Enforce university policies with regard to registration, student accounts, and financial aid.
  • Use professional judgment to review appeals of financial aid, late fees, registration issues, and other adjustments or issues that arise within any business aspect of the student’s education.
  • Set-up satisfactory payment arrangements with students that will keep them registered while protecting the cash flow of the university.
  • Use professional judgment in combination with university policy in the resolution of holds on students’ accounts regardless of the source of the hold. 
• Attend meetings with other departments and student organizations that will shape policies and procedures for the department.  Make presentations to these areas to explain the mission and objectives of the Torero Hub department.
• Represent the Torero Hub at a variety of student facing events.

Special Conditions of Employment:

• This position requires the ability to work evenings and weekends when necessary.

Background check:  Successful completion of a pre-employment background check.

Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes. 

Minimum Qualifications:

• Bachelor’s degree required.  A High School diploma and two additional years of work experience may substitute for Bachelor’s degree, at the rate of one year of work experience is equivalent to two years of education.
• Two years of experience in a customer service position required.

Preferred Qualifications:

• Higher education customer service experience preferably in the registrar, student accounts, or financial aid department preferred.
• Experience with the Banner student system preferred.

Performance Expectations - Knowledge, Skills and Abilities:

• Ability to work effectively as a team member.
• Presentation and speaking skills.
• Analytical skills for decision making.
• Ability to multi-task including excellent organization skills.
• Must support and represent the mission of the university.
• Excellent customer service skills including, but not limited to, listening, oral communication, and empathy.
• Working knowledge of ERP systems, Google suite, Microsoft Word and Excel
• Ability to make decisions independently after careful review of data.
• Excellent internal and external customer service skills including, but not limited to, listening, oral and written communication, and empathy.
• Ability to present to small and large groups.
• Flexibility and openness to change.
• Ability to establish and maintain strong working relationships with colleagues, staff, administrators, students, and parents.

$5,858.67 - $6,000 per month; Excellent Benefits

The University of San Diego offers a very competitive benefits package including; medical, dental, vision, a retirement contribution given to you by the University, and access to on-campus Fitness Centers.  Please visit the benefits section of our website to view all of the perks and benefits that USD has to offer.  USD: Human Resources: Benefits

The salary range provided in this posting reflects what we reasonably expect to pay for this position.  Actual compensation offered or earned is dependent on experience, education and other factors including departmental budget.

Click the 'Apply Now' button to complete our online application. In addition, please upload a cover letter and resume to your application profile for the hiring managers’ review.  If you have any questions or difficulties please contact the Employment Services Team at jobs@sandiego.edu.

Hours: 37.5 hours per week

Closing date: Open until filled 

Note: External job postings will be up for at least three days. After that time, applications will be reviewed by the hiring manager/committee throughout the posting period. A candidate may be selected at any time which could then close this posting on a date earlier than listed.

The University of San Diego is a smoking and tobacco-free campus. For more information, visit www.sandiego.edu/smokefree.