Open Position: Drexel Central Coordinator

Job Summary

The Coordinator, under the direction of the Assistant Director of Drexel Central, serves the frontline telephone and email contact for prospective and current Drexel students and their families in the areas financial aid, billing, registration, and student records. The Coordinator is responsible for providing excellent customer service to these students, and this position requires the employee to gain an in-depth knowledge of University, state, and federal policies and procedures to be able to provide proactive assistance and guidance while working with students. This position requires the ability to resolve difficult situations on the university’s behalf, and the judgment to ascertain when and how situations should be escalated to senior representatives in Drexel Central, Financial Aid, Bursar, and the Registrar.

Essential Functions

• Provide first-point-of-contact counseling for prospective and current Drexel students and their families in the areas of financial aid, billing, registration, and student records.
• Answer incoming calls, research and respond to email incidents, and meet face-to-face with students in Drexel Central
• Provide outstanding customer service to students and families, assisting with finding appropriate solutions to all financial aid, registration and billing needs.
• Approach every student encounter professionally and with a positive, welcoming, and caring attitude.
• Develop and maintain comprehensive understanding of the University’s policies and procedures in relation to key areas of financial aid, billing, registration, and student records and demonstrates strong ability to explain and effectively counsel students on navigating these processes.
• Meet daily and weekly quality assurance goals as an individual and team respective to returning student inquiries, proactively providing key information to the audience, and quality of information communicated.
• Demonstrate an understanding of Drexel's Code of Conduct, HR policies, and commitment to integrity and ethical behavior by example day to day activities.
• Comply with all University, state, and federal regulations regarding the access and release of data.
• Participate in outreach activities as assigned.
• Other duties as assigned.

Required Qualifications

• Minimum of a Associate's Degree or the equivalent combination of education and work experience.
• Minimum of 1 year of experience in higher education administration, sales, marketing, tele-counseling, or hospitality experience.
• Ability to work evenings and weekends as needed.
• Computer proficient.
• Excellent communication skills, both verbal and written.
• Problem-solving and critical thinking skills.

Preferred Qualifications

• Experience working in a high-volume call center.
• Experience using Microsoft Office, knowledge of Excel and Banner.

Skills Required:

• Customer / Service / Secretarial
• Sales / Marketing / Business / Management