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Requisition ID:  118017

Student Support Specialist

We are currently accepting applications for a Student Support Specialist.  This person will be part of a team that serves as the primary point of contact in providing quality customer experiences for students, parents, call center staff, and other stakeholders seeking guidance for financial aid, registration, and student accounts services across Johns Hopkins University (JHU). This position requires attention to detail in a fast-paced, ever-changing environment and will deliver high-quality, student-centered advice and support through multiple modalities (email, in-person, and phone). The Student Support Specialist must have a pleasant disposition and a positive attitude. Working on a team grounded in the principles of excellent customer service, the person in this position will be responsible for meeting quality customer service metrics and assessments.

The person in this position should have an in-depth understanding of or exceptional familiarity with financial aid, registration, and student accounts processes and policies. The Specialist should also have extensive knowledge of Title IV compliance regulations, ensuring adherence to regulatory compliance with financial aid applications and eligibility.

This Student Support Specialist will report directly to a Student Support Supervisor on the Director’s team. As the university develops and implements an integrated student service shared services organization under the Student Enrollment and Account Management (SEAM) department, duties will include supporting student accounts, financial aid, and registration-related questions and concerns throughout the university. 


Specific Duties & Responsibilities

  • Serve as the first point of contact for student enrollment services, specifically financial aid, registration, and student accounts, to the university community in a new shared services organization, SEAM.
  • Provide exceptional customer service to all Johns Hopkins University constituents, including students, internal staff and faculty, external stakeholders, parents, sponsors (third-party payers), and all parties in contact with the university.
  • Provide general information to solve issues related to financial aid, registration, and student accounts.
  • Liaise with the contracted call center staff and university operational staff in support of front-line issues and troubleshooting.
  • Manage the student case management queues in the Salesforce database to ensure timely triage, escalation, resolution, and processing of incoming cases.
  • Facilitate virtual services through scheduled appointments and unscheduled Zoom drop-ins to support students and families inquiring about financial aid, billing, and registration information.
  • Execute ongoing communication with students, parents, and staff while maintaining a high-level customer satisfaction in all digital modalities, including via email and phone.
  • Counsel, advise, investigate, problem-solve, and resolve issues from current and former students, parents, faculty, staff, sponsors, and other third parties.
  • Explain financial aid packages and eligibility for institutional and federal aid awards and give helpful instructions on using financial aid self-service tools to students and parents.
  • Provide payment details, account information, and helpful instructions on using student accounts' self-service tools to students and parents.
  • Provide registration details and give helpful instructions on using registration self-service tools to students and parents.
  • Identify potential management inefficiencies to promote operational excellence and coordinate process improvements of service to students and the university community.
  • Participate in professional development and training opportunities to stay abreast of institutional, federal, and other regulations.
  • Occasionally support university events to assist prospective students, current students, and other stakeholders (e.g., orientations, open houses, etc.)
  • Perform other duties as assigned.

Knowledge, Skills, and Abilities

  • Ability to build relationships across departments.
  • Demonstrated technical skills utilizing a range of information databases.
  • Great listening skills.
  • Detail-oriented.
  • Strong oral and written communication skills.
  • Ability to communicate effectively with diverse populations.
  • Excellent organizational skills with an ability to prioritize, and work on multiple projects and tasks simultaneously, often with many interruptions.
  • Willingness to commit to exceeding expectations and deliver the highest level of customer service.
  • Self-motivated, proactive, friendly, courteous and collaborative.
  • Take pride in every aspect of work and perform it with energy and enthusiasm.
  • Be a strong team player with a commitment to continuous learning.

Technical Qualifications or Specialized Certifications

  • Prior experience with Student Information System (SIS), PowerFAIDS, OnBase, Salesforce and other related information management databases would be beneficial.
  • Proficiency in desktop computing using MS Office (Outlook, Word, Excel) and web interfaces on a Windows platform.


Minimum Qualifications
  • High School Diploma or graduation equivalent.
  • At least three years of strong customer service experience.
  • Additional education may substitute for required experience and additional related experience may substitute for required education beyond HS Diploma/Graduation Equivalent, to the extent permitted by the JHU equivalency formula.


Preferred Qualifications
  • Bachelor’s Degree preferred.
  • Experience with service desk, help desk, call center or comparable front-line service.
  • Experience with accounts receivable and/or an accounting background.
  • Experience with customer relationship management software.
  • Experience working in a university setting, particularly student services, preferred.

 

 

Classified Title: Student Support Specialist   
Role/Level/Range: ATO 37.5/03/OE  
Starting Salary Range: $18.20 - $33.90 HRLY (Commensurate w/exp.) 
Employee group: Full Time 
Schedule: M-F 8:30 am - 5:00 pm 
FLSA Status: Non-Exempt 
Location: Hybrid/Homewood Campus 
Department name: ​​​​​​​SEAM Student Support  
Personnel area: University Student Services 

 

 

Total Rewards
The referenced base salary range represents the low and high end of Johns Hopkins University’s salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/.

Education and Experience Equivalency
Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

Applicants Completing Studies
Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

Background Checks
The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

Diversity and Inclusion
The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

Accommodation Information
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit https://accessibility.jhu.edu/.

Vaccine Requirements
Johns Hopkins University strongly encourages, but no longer requires, at least one dose of the COVID-19 vaccine. The COVID-19 vaccine does not apply to positions located in the State of Florida. We still require all faculty, staff, and students to receive the seasonal flu vaccine. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. This change does not apply to the School of Medicine (SOM). SOM hires must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of vaccination status. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.

The following additional provisions may apply, depending upon campus. Your recruiter will advise accordingly.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
Hybrid: On-site 3-4 days a week

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