Embry-Riddle Aeronautical University is seeking an Integrated Student Services Counselor to provide friendly, professional, and high-quality end-to-end service to students for all aspects of student business. The counselor is expected to be committed to improving student services by providing operational excellence across all service delivery methods – in person, email, phone, and online web services. The core objective of the counselor is to provide counseling and advising on complex issues and problems regarding student academic and degree progress, as well as financial matters, and use professional judgement to resolve issues.
This position has direct responsibility and accountability for increasing graduation and retention rates. This Integrated Student Services Counselor leverages multiple counseling methodologies, student development theory and learning outcomes to be an expert in working with the University’s diverse populations. Additionally, this position handles some of the most challenging behaviors and difficult situations that can surface when speaking with students and parents about academic success and financial matters. All members of the staff are expected to use professional judgment, guiding and counselling students through all aspects of student business from their entry to the university through graduation.
The counselor is expected to develop a broad understanding and in-depth knowledge of all aspects of student business services, primarily integrated cross-functional service in the areas of registration/enrollment, student records, financial aid, student billing and payments, and financial literacy in order to facilitate excellent service. They are expected to be experts on financial wellness, academic policies, and degree progress. They should also possess a working knowledge of other student service offices and the services that each office provides; for example, Veterans Student Services, Housing, Disability Services, Health Services, Counseling, Tutoring, First Year Programs, Student Employment, International Student Services and Career Services. The counselor must leverage their knowledge to deliver outstanding service and support to our students, and support the Integrated Student Service Center’s mission to improve student success. The goal of the Integrated Student Services Center is to provide our students with effortless access to conduct their student business and provide resolution, guidance and direction to students who seek assistance, have concerns, or encounter issues.
It is extremely important that the counselor works collaboratively with other University departments and administrators to build relationships across the university, ensuring efforts are consistent with the goals and mission of Embry-Riddle Aeronautical University as a whole.
Minimum of 1-3 years of work related experience.
Strong verbal and written communication skills.
Exceptional customer service skills.
Analytical skills with an in-depth knowledge of information systems and technical expertise with Microsoft operating systems, Excel, PowerPoint, Word, Outlook/email, and Internet end-user applications.
1-3 years of work related experience in higher education preferred.