Student One Stop Advisor

Carson-Newman University is a Christian, liberal arts-based University built upon the Lordship of Jesus Christ as evidenced historically and revealed in the Scriptures.

Our mission as Christian educators is to help our students reach their full potential as educated citizens and worldwide servant leaders.

Job Title: Student One Stop Advisor

Department: Student One Stop

Reports To: Director of Student One Stop

Location: On-site

FLSA Status: Non-Exempt

Annual duration: 12-month

Expected hours per week: Full-time, contained in the standard university work-day.

Part-time hours, if applicable: N/A

Supervisory Responsibilities: N/A

Summary Description: The Student One Stop Advisor plays a vital role within Student Financial Services division by serving as a primary point of contact for students, families, and other stakeholders seeking guidance on financial aid, billing, enrollment, and related student services. The advisor provides individualized support, including withdrawal counseling, financial aid intake, and issue resolution. The advisor is responsible for proactive outreach to promote retention, especially for first-time and first-year students, and assists with clearing holds so that aid disbursing timely. The position requires student-centered approach, strong problem-solving skills, and the ability to work collaboratively across departments.

Essential Functions:

• As an intentionally Christian academic community hiring Christian educators, all employees will be expected to advance the mission, vision, and identity of Carson-Newman University as defined in university policy and expressed in our strategic plan and are expected to work as cooperative and collegial members of the University.
• The University expects all employees to conduct themselves in a manner that is appropriate for a Christian institution and to be worthy examples in moral conduct and behavior for the students of the University and fellow employees both on and off campus.
• Regular attendance during scheduled work hours reflects a commitment to our shared mission and the campus community.
• If applicable, all work must be performed in alignment with the terms of the signed contract.
• As Christian educators, all employees of the University should regularly attend and actively participate in a local church.
• Providing excellent customer service as the Student One Stop Counselor.
• Maintaining confidentiality and ensuring the privacy and security of students' account information at all times as well as adhering to policies and procedures regarding disclosure of student information.
• Serve as primary front-line resource for students, parents, and campus visitors seeking assistance with enrollment, billing, financial aid, and general student services in the Student One Stop.
• Deliver exceptional customer service via in-person interactions, email, phone, and texts.
• Primary point person to review Student One Stop voice mail, Student One Stop email and respond with excellent communication and compassion.
• Entering and helping with student refunds as directed.
• Entering payments at the counter as needed.
• Assisting with book advances as directed.
• Guide students through the withdrawal process, explaining academic, financial, and procedural implications and ensure appropriate documentation is completed and connect students with relevant campus offices.
• Answer basic financial aid questions and assit with the intake of required documents.
• Help resolve holds related to financial aid, trancripts and enrollment status.
• Refer complex financial aid matters to appropriate staff as needed.
• Run and review reports to identify students with account or registration holds, particularly first-time and first-year cohorted students as directed for outreach.
• Conduct proactive outreach to promote resolution of barriers to registration, retention, and timely disbursement of student financial aid.
• Collaborate with campus offices to coordinate clearance needs for onboarding and continued enrollment.
• Send approved targeted email and text messages regarding outstanding documents, transcript needs, or financial aid issues.
• Use internal systems (e.g. Colleague and Slate) to identify students requiring outreach and track follow-up actions.
• Stay informed on key policies and procedures across offices such as Admissions, Registrar, Student Success, Veterans Services, Athletics, Residence Life, and Health Services to assist students with basic questions and processes.
• Provide accurate, timely referrals to appropriate departments as needed.
• Support and assist with meeting Student One Stop goals and objectives of the Student One Stop Director service and provide operational support as needed.
• Participate in ongoing training to stay current with general financial aid knowledge to serve students with excellence.
• Back-up to Student One Stop Services as directed by Director of Student One Stop.
• Assisting students with E-confirm, and accepting or rejecting financial aid.

This description is designed to describe the general nature of the job and is not intended to be an exhaustive list of all responsibilities, skills and duties. Other duties and responsibilities may be assigned and included in assessments and reviews.

Education: Bachelor's Degree from an accreditied institution required. Preferred majors include Business, Communications, Counseling, or related fields. Master's Degree a plus.

Experience: One to three years of customer service experience preferably in higher education, financial aid, students accounts, or student one stop setting. Experience working directly with students or the public in a fast-paces, service-oriented environment. Familiarity with student information systems (Colleague) and CRM tools like Slate is highly desirable. Prior experience handling sensitive or confidential information with discretion and professionalism. Demonstrated ability to explain complex policies or processes (e.g. financial aid, billing, enrollment) in a clear, student-friendly manner. Experience in problem-solving, conflict resolution, or student outreach is a plus.

Required Skills: Excellent interpersonal and communication skills, both verbal and written, with the ability to explain complex information clearly and compassionately. Stong customer service orientation with a demonstrated commitment to providing student-centered support. Abitlity to handle confidential information with integrity, discretion, and compliance with FERPA and institutional policies. Critical thinking and problem-solving skills, with the ability to assess student needs and determine appropriate solutions for referrals. Strong organizational and time management skills, including the ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment. Attention to detail in reviewing forms, maintaining records, and ensuring data accuracy. Team-oriented mindset with the ability to collaborate across deparments and work effectively with diverse student populations. Proficiency with standard office software (Microsoft Word, Excel and the ability to learn and navigate student information systems (e.g. Colleague). Math and detail skills. Adaptability and resilience in navigating policy changes, institutional updates, and student needs. Comfort using technology tools for communication and data reporting.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at a time. Must be able to access and navigate campus facilities.