Mane Desk Representative (HR Title: Enrollment Resources Representative)
Dallas, TX, United States
Hourly Range:
$21.39 per hour
About SMU
SMU's more than 12,000 diverse, high-achieving students come from all 50 states and 80 countries to take advantage of the University's small classes, hands-on research opportunities, leadership development, community service, international study and innovative programs. The University offers a strong foundation in the humanities and sciences and undergraduate, graduate and professional degree programs through eight schools.
Now in its second century of achievement, SMU is increasingly recognized for the ways it supports students, faculty and alumni as they become ethical leaders in their professions and communities. Now in its second century of achievement, SMU is increasingly recognized for the ways it supports students, faculty and alumni as they become ethical leaders in their professions and communities. The University's entrepreneurial spirit lives in people from every academic discipline who see opportunities to create something new in the world - and work hard to bring their innovations to life. SMU's relationship with Dallas - the dynamic center of one of the nation's fastest-growing regions - offers unique learning, research, social and career opportunities that provide a launch pad for our students, faculty and alumni to make a global impact. On the most beautiful college campus in the country, SMU Mustangs are energized by unbridled opportunities - from teaching, learning and research to creativity, performance and athletic endeavor.
About the Position:
This role is an on-campus, in-person position.
The Mane Desk Representative provides customer service for students and visitors via phone, e-mail or in person by giving accurate and timely answers to their questions about enrollment, registration, financial aid, billing and payments, and other related services. Facilitates referral to academic advising, health services, student groups, academic schools, orientation, housing, dining and others. The Representative is responsible for understanding processes, procedures, events, deadlines and software for each Enrollment Services department.
Essential Functions:
Provide high level of service to students/families in person, on the phone, or via e-mail. Trouble-shoot problems and address concerns in the areas of admission, financial aid, student accounts, academic records and registration. Provide the necessary correspondence and contacts to resolve or answer requests. Maintain knowledge and training of all Enrollment Services departments.
Provide general financial aid information and instruction to students/families. Answer questions about University, State, and federal aid programs. Educate students/families on where to find information online. Provide deadlines, instructions and training to students/families to ensure submission of requirements on their account. Continually train to stay up to date on policy changes.
Guide students/families through billing statements, refunds, payment plans, government forms and other financial transactions. Explain charges, deadlines, and share student account resources.
Answer questions about the first-year and transfer application process, track application status, help schedule campus visits, answer general questions about academic scholarships, and verify that desired academic programs are available. Understand details of Admission events, processes and deadlines.
Provide information about obtaining a certification of enrollment, logistics of academic ceremonies, degrees, enrollment, advising and grading. Assist with obtaining a transcript as a student or a third party. Explain how to drop classes, withdraw or explain the process to request first-year repeat, and direct to the appropriate forms. Advise on the Family Education Rights and Privacy Act of 1974.
Attend Division and team meetings, and participate in ongoing training activities. Assist with entering customer service data, and updating reports or spreadsheets. Make recommendations for process improvement to continually elevate service level for students.
Stay familiar with campus activities, academic programs, maps, buildings, parking info and campus contacts to aid with questions outside of Enrollment Services.
Education and Experience:
A high school diploma, or equivalent is required. A bachelor's degree is preferred.
A minimum of 3 years of experience in customer service and working and learning in a fast-paced environment is required.
Previous experience in higher education preferred. A bilingual (Spanish/English) candidate is desired.
Knowledge, Skills and Abilities:
Candidate must demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies. Must also demonstrate strong written communication skills.
Candidate must possess strong problem-solving skills with the ability to identify and analyze problems, as well as devise solutions. Must also have strong organizational, planning and time management skills.
Candidate must be able to work with supervision and be a productive member of a team. The ability to work under pressure and de-escalate situations is necessary. Candidate must be able to maintain confidentiality and use discretion and professional judgement. Must be able to take and follow detailed instructions.
Candidate must be able to work extended hours as needed during high-volume times. Evenings and weekends required throughout January, July, and August.
Software Skills:
MS Outlook, MS Excel, MS PowerPoint, and MS Word required.
Ability to learn new software required
Working knowledge of PeopleSoft, QuickPay/Nelnet, CampusLogic, and Slate preferred
Physical and Environmental Demands: Bend, Squat, Stand
Handle Objects (dexterity)
Push/Pull; Carry/Lift up to 25 lbs
Sit for long periods of time
Deadline to Apply:
May 31, 2024.
Priority consideration will be given to those who apply by May 15, 2024.
EEO Statement:
SMU will not discriminate in any program or activity on the basis of race, color, religion, national origin, sex, age, disability, genetic information, veteran status, sexual orientation, or gender identity and expression. The Executive Director for Access and Equity/Title IX Coordinator is designated to handle inquiries regarding nondiscrimination policies and may be reached at the Perkins Administration Building, Room 204, 6425 Boaz Lane, Dallas, TX 75205, 214-768-3601, [email protected] .
Benefits
SMU offers staff a broad, competitive array of health and related benefit s. In addition to traditional benefits such as health, dental, and vision plans, SMU offers a wide range of wellness programs to help attract, support, and retain our employees whose work continues to make SMU an outstanding education and research institution.
SMU is committed to providing an array of retirement programs that benefit and protect you and your family throughout your working years at SMU and, if you meet SMU's retirement eligibility criteria, during your retirement years after you leave SMU.
The value of learning at SMU isn't just about preparing our students for the future. Employees have access to a wide variety of professional and personal development opportunities , including tuition benefits .