| Location | Phoenix, AZ |
The Student Services Specialist Sr. provides frontline Veteran Services support, while independently performing School Certifying Official functions, including VA enrollment certifications, amendments, tuition and fee reporting, student file review, compliance follow-up, and maintenance of audit-ready records. The position also coordinates student resource referrals, resolves routine benefit and enrollment issues, and supports quality-control reviews that directly affect student payments and institutional compliance. Additionally, this role supports staff cross-training, document processing, and quality assurance; along with assisting during peak enrollment coverage, providing continuity of service required to support the departments growing veteran and dependent student population.
Essential Functions
30% - VA Education Benefit Certification and Compliance: Performs School Certifying Official duties, including reviewing student eligibility and enrollment documentation; processing VA enrollment certifications, amendments, adjustments, tuition and fee submissions, and enrollment changes; monitoring certification requirements; and ensuring transactions comply with Department of Veterans Affairs regulations and institutional procedures.
25% - Frontline Student Service, Intake, and Communication: Provides in-person and virtual frontline service through Veteran Services, including Desk 12, the Veteran Center, telephone, email, chat, and call-back services. Reviews Requests for Benefits and supporting documentation, responds to student inquiries, explains benefit and college processes, resolves routine issues, and escalates complex cases as appropriate.
20% - Compliance Review, Records Management, and Audit Readiness: Reviews student files for completeness and accuracy; conducts routine compliance checks and second reviews; follows up on missing or conflicting documentation; monitors enrollment changes, reporting issues, and potential debt or overpayment concerns; maintains audit-ready records; and assists with preparation for internal reviews and VA compliance survey activity.
15% - Student Resource Navigation and Follow-Up: Identifies academic, financial, benefit-related, and other barriers affecting veteran and dependent students; provides resource navigation and warm referrals to appropriate college, VA, and community resources; documents student contacts and next steps; and follows up when additional action is needed to support persistence and completion.
10% - Training, Quality Assurance, Outreach, and Other Duties: Participates in required VA and departmental training; supports staff cross-training, process documentation, and quality assurance; assists with peak enrollment coverage, outreach, and Veteran Services activities; collaborates with college departments and external partners; and performs other duties as assigned.