One Stop Advisor

General Summary:

One Stop Service Advisors perform a vital role in assisting and educating students to navigate
administrative processes related to financial aid, billing, and registration. They will provide convenient and thorough support and care
through a variety of service channels including walk-in, phone, email, live chat and virtual meetings. They will be available to teach
students how to access and use technology for self-service and will provide basic advising and information on university programs,
requirements, academic policies, and student rights and responsibilities. They will work with students to solve problems related to systems,
policies, or procedures, especially the most complicated or those that overlap a variety of administrative areas, are dynamic and
interconnected. The Service Advisor will leverage university resources, attend trainings and meetings, read emails and updates, and utilize
the university website to ensure that they are aware of policy/practice changes, important dates and deadlines, and opportunities for
students. Given the frontline nature of the Service Advisors role, they will also provide valuable feedback and contribute to quality
control, improving communications, policy review and revision and make recommendations on opportunities to improve the administrative
experience for students.

Examples of Duties:

• Provide services to students to introduce them to the
  UMass Boston administrative policies and procedures and to assist them in accessing the information and related services using student
  systems and technology.
• Expose and train students to the features and services available to them via student information system
  including but not limited to: health insurance waiver, bio/demo information updates and changes, enrollment verifications, transcript
  requests, financial aid information, to-do lists, payment plans, account summary, grade information, course registration, Direct Loan
  Entrance Counseling and/or Master Promissory Note.
• Introduce and refer students to UMass Boston services in advising, career
  counseling, internship, student life, student employment and housing, etc.
• Provide information on student IDs, parking passes, MBTA
  passes and other programs that support student connections to the campus.
• Educate students regarding loan adjustments, excess
  funds, direct deposit, and financial aid book advances.
• Assist with FAFSA submission and corrections, FAFSA ID and password, IRS
  retrieval, verification, special circumstances appeal, and SAP appeal process
• Maintain compliance as necessary with FERPA and other
  federal and state regulations.
• Actively contribute to the improvement of delivery of services, dissemination of information and
  student satisfaction.
• Provide general information on financial aid eligibility and application requirements, gift aid and loan
  programs.
• Assist students via in person, email, chat, phones, and scheduled ZOOM appointments.
• Solve problems related to
  systems, policies, or procedures, especially the most complicated or those that overlap a variety of administrative areas, are dynamic and
  interconnected.

Qualifications:

• The successful candidate will have a Bachelor’s degree and at
  least five years of experience in student and/or enrollment services working directly with students in an advising or informing role. A high
  school diploma and 10+ years of experience in lieu of a Bachelor’s degree is also acceptable.
• Must have experience working in a
  diverse student and staff environment and demonstrate a
• commitment to supporting a variety of student populations.
• Must be
  able to work effectively in a highly collaborative environment as a member of a team of
• service professionals.
• Must have
  technical competence and an ability to understand the “big picture” as well as the details of complicated systems and issues.
• Must
  be able to manage significant amounts of information and data.
• Must have extensive experience and demonstrated success in service
  delivery and problem resolution.
• Must be able to exercise good judgment, be responsive and courteous, and student service oriented
  at all times.
• Must demonstrate strong interpersonal skills, discretion and resourcefulness in order to interact
• effectively with students, family members, and the general public as well as with representatives from other departments or
  institutions.
• Must have a working knowledge of FERPA compliance and other federal and state relations.
• Must be able to
  work in a busy, high volume environment managing multiple service channels.
• Must be able to work flexible hours including
  occasional evenings and weekends as needed.

Application Instructions:

Please apply online with your
resume, cover letter and list of three professional references.

Review of candidates will begin following the application closing
date.

Only Internal candidates in the Professional Staff Bargaining Unit will be considered during the first 10 business
days of the posting. All other candidates will be considered after that period.

Salary Ranges for the
appropriate Pay Grade can be found at the following link:

Grade: 30

Salary Ranges

This is an exempt union position.

All official salary offers must be approved by Human Resources.

UMass Boston is committed to the full inclusion
of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable
accommodations for the hiring process. If reasonable accommodation is needed, please contact [email protected] or 617-287-5150.