Advocate - One-Stop Center

Serves as a frontline advocate in the One Stop Center who provides information to students and parents. The advocate’s principal role is to represent Harper College and answer a broad range of questions concerning financial assistance, registration, records, payment options, testing, and other programs.

This includes specific information about eligibility criteria, application process, procedures and appropriate deadlines, specific aid status information, loan information, and regulatory and institutional requirements.

Participates in ongoing cross training activities to serve as an expert representing Records and Registration, Financial Assistance, Business Office and other related fields with the purpose of providing exceptional service and accurate information to students and other Harper College stakeholders.

Characteristic Duties :

Works independently under minimal supervision to serve as a consistent, accurate daily resource for prospective students, students, parents, faculty, staff, visitors and other stakeholders in the following areas :

Integrate and explain policies and procedures of all areas of enrollment services and other closely related areas to all constituents.

Be able to anticipate students’ needs by considering all aspects of enrollment services. This position will be providing this level of service on all communication channels, including in-person, email, live chat, social media, and phone in a contact center setting.

Conducts call campaigns to assist with engagement, recruitment, retention and completion efforts.

Provide exceptional start-to-finish One-Stop Center services by applying customer service skills, knowledge, advocacy and professional judgment to address both simple and complex matters to ensure stakeholders have a positive experience.

Apply an in depth knowledge to explain administrative and compliance requirements for federal, state and institutional aid programs.

Advise students on issues that may change their enrollment, account, and financial aid status including the potential effect of changes in their course load, withdrawal from their classes and eligibility for a refund of tuition charges, and adherence to the Satisfactory Academic Progress standards policy and appeal process.

Assist students in understanding their financial obligations and educating them on how Harper College, federal, state and third party resources can provide assistance.

Utilize critical thinking, problem solving and experience with student issues to be proactive in addressing potential student concerns, identifying potential barriers within the student enrollment process and initiating steps resulting in resolution.

Assist students by performing appropriate follow up and coordination with team members. This includes working with employees in a team environment and providing accurate student information and assistance to other team members in and / or outside of their functional area.

Assist students in making informed decisions by providing ethical, timely, accurate, and comprehensive enrollment options and program information.

Keep abreast of College, departmental, federal and state regulations and policies. Exercise authority to implement changes and make exceptions as appropriate.

Have a strong working knowledge of ERP systems (Ellucian - Banner preferably) and be able to use the system effectively to assist students.

Contribute to the efficiency and effectiveness of the One-Stop Center by offering suggestions to improve the level of student services and participating in work plans as an active team member.

Participate in training and professional development activities.

Demonstrate excellent oral, written and interpersonal communication skills, with experience delivering positive and negative messages and using conflict management to handle adverse situations.

Interact and establish a professional rapport with students, parents, faculty and staff throughout the College.

Perform other tasks as assigned.

Minimum Acceptable Qualifications

Education : Bachelor degree required. Master’s degree preferred

Experience : Two years of experience in student services (such as registration, financial aid, admissions, orientation) or customer service (such as contact center, sales, marketing).

Prior experience with community college students or one stop center preferred. Experience with Ellucian Banner system or related financial aid technology a plus.

Excellent problem-solving skills and demonstrated professionalism required.