Mason Student Services Center Generalist

Department: Division of Enrollment Management

Classification: Education Support Spec 2

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: Hybrid Eligible

Pay Band: 03

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

About the Department:

In collaboration with the George Mason University community, and as part of the Office of the Provost, the Division for Enrollment Management optimizes student recruitment and retention by developing and implementing strategic enrollment plans, overseeing the admissions process, providing financial aid services, and managing the Mason Student Services Center—a centralized student services resource. The Division’s activities support the achievement of institutional enrollment goals by placing the student (and family) at the center of our work, supporting a culture of transparency, and leveraging data to inform decision-making.

The Mason Student Services Center (MSSC) is the first stop and the central resource for information and solutions related to registration, enrollment, financial aid, billing, academic records and other student support services. Members of the Mason Student Services Center team provide assistance to new and continuing students at all points of their academic career, in one convenient location, thus eliminating the need to visit multiple offices on campus.

About the Position:

The MSSC Generalist is responsible for delivering high quality service to visitors at the MSSC desk and through virtual means such as email and phone. Generalists provide essential information, aid in navigation of online resources, and answer questions for perspective and continuing students, their families and the university community. Through extensive cross-training, Generalists provide centralized walk-up and other virtual services in all areas represented by MSSC including Financial Aid, Student Accounts and the Office of the University Registrar, creating and maintaining a culture of service for students and the Mason community.

Responsibilities:

Counseling and Advising

• Counsels, advises, investigates, problem-solves, and resolves questions and issues from current and previous students, parents, faculty, staff, collegiate units and other third parties;
• Provides start-to-finish student service in both simple and complex issues involving minimal supervisory guidance in all areas served by the MSSC;
• Offers proactive and on-the-spot, independent diagnostic support and problem resolution in a broad range of areas and issues;
• Exhibits excellent customer service while providing visitors with clear, accurate information, solutions and resources, adhering to federal and state laws, FERPA and university policies and procedures;
• Follows proper escalation and referral processes to home office specialists; and
• Reviews and responds to cases via Salesforce and other future communication portals. 

Document Review, Processing and Troubleshooting

• Collects documents submitted by students and visitors and reviews for accuracy;
• Scans/images documents and uploads to student records;
• Processes multiple student requests (submitted via paper or online) to including Change of Major/Minor/Concentration, Refund Requests, Tuition Waiver, etc., to include updating official student record in Banner;
• Updates student records in Banner and Salesforce with relevant notes and comments; and
• Troubleshoots self-service issues and provides instruction on self-service features to students and other visitors. 

Training and Knowledge

• Frequently monitors email and other electronic tools and resources to stay current on policy and procedure changes affecting students and the university community. Keeps abreast of university, departmental, federal and state regulations;
• Works to remain a general knowledge expert across all areas that MSSC represents by attending periodic trainings with home office specialists and supervisor as assigned;
• Assists with training of student employees as well as new, full-time Generalists; and
• Performs other related duties as assigned. 

Required Qualifications:

• Associate’s degree in related field or the equivalent combination of education and experience;
• Demonstrated experience working in a fast-paced, customer-oriented environment;
• Demonstrated experience using computer systems;
• Skill in effective oral and written communication;
• Demonstrated skill in providing strong customer service;
• Demonstrated computer literacy;
• Ability to consistently provide quality customer service;
• Ability to learn and quickly navigate through multiple student information systems including Banner and Salesforce;
• Ability to meet expectations in a fast-paced, customer-oriented environment; and
• Sensitivity to culture diversity and ability to communicate and interact effectively with people of diverse backgrounds.

Preferred Qualifications:

• Bachelor’s degree in related field;
• Some experience working in student services or university setting;
• Some experience and/or working knowledge of student services areas, particularly in a University Registrar's Office, Financial Aid, or Student Accounts office;
• Some experience providing service in a front-facing, walk-in environment;
• Some experience with Ellucian's Banner and Salesforce CRM;
• Knowledge of general university policies and procedures, Banner, Salesforce;
• Bilingual; and
• Desire to provide quality customer service.

Instructions to Applicants: 

For full consideration, applicants must apply for Mason Student Services Center Generalist at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a Cover Letter and Resume for review.

Posting Open Date: January 22, 2025

For Full Consideration, Apply by:  February 5, 2025

Open Until Filled:  Yes