Student Services Specialist 2
Inside Higher Ed, Palo Alto, CA, United States
Purpose:
The Student Services Center (SSC) seeks a full‑time Student Services Specialist 2 to support academic success and well‑being by assisting students with registration and financial matters. The SSC provides a centralized point of contact for enrollment, academic progress and policy, and student billing questions. The Specialist will administer, implement, and interpret university and departmental policies related to financial services, registrar services, and graduate admissions, and work as the primary interface with the Registrar’s Office, Student Financial Services, and Graduate Admissions. The role reports to the Associate Director of the Student Services Center.
Administration & Program Management
Make decisions regarding the removal and application of appropriate holds; evaluate petitions and waive late fees, late study list fee, and campus health service fees.
Assist students with academic record requests: transcripts, enrollment and degree certifications, diplomas, dissertation submission, personal information updates, and third‑party cover letters.
Communicate University policies, Office of the Registrar policies, and Student Financial Services policies to students, parents, and staff in other University departments.
Provide guidance and counsel, oversee and develop a wide range of programs and services, analyze effectiveness and make recommendations for future programs.
Summarize data from multiple sources, prepare and manage reports and presentations.
May train and supervise other staff, volunteers, and temporary workers.
Advise and Assist Students, Alumni, Faculty and University Staff
Provide advice to students on a range of issues, including academic progress, program policies, and financial policies, and may have to Escalate issues to a senior advisor.
Explain the interaction of charges, funding, and payments on the student financial account.
Advise students on programs and funds available through federal, state, private and institutional sources and how funds are applied to the student account.
Advise students on financial support programs and safety nets appropriate to their situation; inform students of research, fellowship and scholarship opportunities, and may award grants.
Respond/advise students regarding quarterly graduation clearance, including checking a student’s progress toward graduation.
Inform students regarding procedures for requesting exceptions to academic and financial policy; advocate on the student’s behalf to provide quick resolution.
Resolve multi‑dimensional matters in response to students in crisis, at risk, or who have other program issues; counsel students and parents on sensitive and confidential matters.
Organizational Change & Process Improvement / Outreach
Work effectively with partner offices to prioritize and ensure proactive measures are implemented to reduce inquiries.
Collaborate with others to help resolve program issues and concerns, interpret policies, and mediate complex and sensitive issues; may evaluate and recommend program improvements.
Lead, create and contribute to development of business practices and organizational change to improve processes and workflow.
Recommend and implement tools and technologies that would benefit the SSC; identify and evaluate data needs; assist with the development, testing, and implementation of new technology.
Develop and implement plans for outreach efforts; develop and maintain external community and university liaison; represent department and university at meetings and events.
Other duties may be assigned.
Minimum Requirements – Education & Experience
Bachelor’s degree and three years of relevant experience or a combination of education and relevant experience.
Knowledge, Skills, and Abilities
Strong communication skills to clearly and effectively communicate information to internal and external audiences, client groups, and management.
Advanced analysis and problem‑solving skills.
Advanced computer skills, including experience with Microsoft Office Suite.
Advanced customer service skills.
Relevant computer systems/technology experience.
Understanding of financial transactions.
Ability to ensure and apply compliance with legal, financial, and university policies and external regulations.
Preferred Skills
Aggile with finding and learning new information, and adapt quickly to new processes and shifting policies.
Attention to detail; research, assess, analyze, and resolve problems using University systems, processes, and interpretation of policies.
Empathetic and patient customer service attitude; ability to work effectively with a broad spectrum of students, staff, parents, other departments, and external vendors.
Excellent time‑management; ability to switch tasks easily and effectively manage priorities.
Collaborative; calm during stressful and busy times; flexible to share responsibilities and pivot quickly.
Reliably maintain confidentiality when handling sensitive student information.
Ensure and apply compliance with legal, financial, and university policies and external regulations; enforce internal controls in the Student Services office.
Background in finance with understanding of accounting principles is highly desired. Knowledge of Federal Student Loan regulations, FERPA, and collection regulations is a plus.
Physical Requirements
Frequently sit, perform desk‑based computer tasks.
Occasionally stand, walk, twist, use fine manipulation, grasp, use telephone, write by hand, sort and file paperwork, lift, carry, push, and pull objects that weigh up to 10 lb.
University will provide reasonable accommodations to applicants and employees with disabilities.
Working Conditions
Typically working in‑person with colleagues and the Stanford community on the historic main campus.
This is a hybrid position requiring 3–4 days of onsite work per week.
Work Standards
Interpersonal Skills: work well with colleagues and clients and with external organizations.
Promote Culture of Safety: demonstrate commitment to personal responsibility and value for safety; communicate safety concerns; use and promote safe behaviors based on training and lessons learned.
Comply with all applicable University policies and procedures, including the personnel policies and other policies found in the University’s Administrative Guide.
Salary
Expected pay range: $94,998 to $98,000 per annum.
Equal Employment Opportunity
Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
Additional Information
Schedule: Full‑time
Job Code: 7502
Employee Status: Regular
Grade: H
Requisition ID: 108934
Work Arrangement: Hybrid Eligible
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The Student Services Center (SSC) seeks a full‑time Student Services Specialist 2 to support academic success and well‑being by assisting students with registration and financial matters. The SSC provides a centralized point of contact for enrollment, academic progress and policy, and student billing questions. The Specialist will administer, implement, and interpret university and departmental policies related to financial services, registrar services, and graduate admissions, and work as the primary interface with the Registrar’s Office, Student Financial Services, and Graduate Admissions. The role reports to the Associate Director of the Student Services Center.
Administration & Program Management
Make decisions regarding the removal and application of appropriate holds; evaluate petitions and waive late fees, late study list fee, and campus health service fees.
Assist students with academic record requests: transcripts, enrollment and degree certifications, diplomas, dissertation submission, personal information updates, and third‑party cover letters.
Communicate University policies, Office of the Registrar policies, and Student Financial Services policies to students, parents, and staff in other University departments.
Provide guidance and counsel, oversee and develop a wide range of programs and services, analyze effectiveness and make recommendations for future programs.
Summarize data from multiple sources, prepare and manage reports and presentations.
May train and supervise other staff, volunteers, and temporary workers.
Advise and Assist Students, Alumni, Faculty and University Staff
Provide advice to students on a range of issues, including academic progress, program policies, and financial policies, and may have to Escalate issues to a senior advisor.
Explain the interaction of charges, funding, and payments on the student financial account.
Advise students on programs and funds available through federal, state, private and institutional sources and how funds are applied to the student account.
Advise students on financial support programs and safety nets appropriate to their situation; inform students of research, fellowship and scholarship opportunities, and may award grants.
Respond/advise students regarding quarterly graduation clearance, including checking a student’s progress toward graduation.
Inform students regarding procedures for requesting exceptions to academic and financial policy; advocate on the student’s behalf to provide quick resolution.
Resolve multi‑dimensional matters in response to students in crisis, at risk, or who have other program issues; counsel students and parents on sensitive and confidential matters.
Organizational Change & Process Improvement / Outreach
Work effectively with partner offices to prioritize and ensure proactive measures are implemented to reduce inquiries.
Collaborate with others to help resolve program issues and concerns, interpret policies, and mediate complex and sensitive issues; may evaluate and recommend program improvements.
Lead, create and contribute to development of business practices and organizational change to improve processes and workflow.
Recommend and implement tools and technologies that would benefit the SSC; identify and evaluate data needs; assist with the development, testing, and implementation of new technology.
Develop and implement plans for outreach efforts; develop and maintain external community and university liaison; represent department and university at meetings and events.
Other duties may be assigned.
Minimum Requirements – Education & Experience
Bachelor’s degree and three years of relevant experience or a combination of education and relevant experience.
Knowledge, Skills, and Abilities
Strong communication skills to clearly and effectively communicate information to internal and external audiences, client groups, and management.
Advanced analysis and problem‑solving skills.
Advanced computer skills, including experience with Microsoft Office Suite.
Advanced customer service skills.
Relevant computer systems/technology experience.
Understanding of financial transactions.
Ability to ensure and apply compliance with legal, financial, and university policies and external regulations.
Preferred Skills
Aggile with finding and learning new information, and adapt quickly to new processes and shifting policies.
Attention to detail; research, assess, analyze, and resolve problems using University systems, processes, and interpretation of policies.
Empathetic and patient customer service attitude; ability to work effectively with a broad spectrum of students, staff, parents, other departments, and external vendors.
Excellent time‑management; ability to switch tasks easily and effectively manage priorities.
Collaborative; calm during stressful and busy times; flexible to share responsibilities and pivot quickly.
Reliably maintain confidentiality when handling sensitive student information.
Ensure and apply compliance with legal, financial, and university policies and external regulations; enforce internal controls in the Student Services office.
Background in finance with understanding of accounting principles is highly desired. Knowledge of Federal Student Loan regulations, FERPA, and collection regulations is a plus.
Physical Requirements
Frequently sit, perform desk‑based computer tasks.
Occasionally stand, walk, twist, use fine manipulation, grasp, use telephone, write by hand, sort and file paperwork, lift, carry, push, and pull objects that weigh up to 10 lb.
University will provide reasonable accommodations to applicants and employees with disabilities.
Working Conditions
Typically working in‑person with colleagues and the Stanford community on the historic main campus.
This is a hybrid position requiring 3–4 days of onsite work per week.
Work Standards
Interpersonal Skills: work well with colleagues and clients and with external organizations.
Promote Culture of Safety: demonstrate commitment to personal responsibility and value for safety; communicate safety concerns; use and promote safe behaviors based on training and lessons learned.
Comply with all applicable University policies and procedures, including the personnel policies and other policies found in the University’s Administrative Guide.
Salary
Expected pay range: $94,998 to $98,000 per annum.
Equal Employment Opportunity
Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
Additional Information
Schedule: Full‑time
Job Code: 7502
Employee Status: Regular
Grade: H
Requisition ID: 108934
Work Arrangement: Hybrid Eligible
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