Student Support Specialist

Ball State University welcomes applications for a Student Support Specialist position within Cardinal Central. The Student Support Specialist assists students (prospective, current, former, and alumni), their families, and the broader Ball State community by providing specialized knowledge of financial aid, billing, and registration functions as front-line, cross-trained support for the Office of Financial Aid and Scholarships, Student Financial Services, and the Office of the Registrar. The Student Support Specialist offers a seamless one-stop service experience for Cardinal Central that contributes to student success and uplifts institutional goals of recruitment, retention, and graduation.

At Ball State University, inclusiveness is one of the enduring values and informs all of our work. We define 'inclusiveness' as a commitment 'to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.' As such, this value incorporates a commitment to inclusive excellence and freedom of expression.

The Student Support Specialist is part of the centralized team within Cardinal Central that provides a student-focused approach to quality service to provide an exceptional, seamless service experience that supports student success and institutional goals of recruitment, retention, and graduation. This position is crossed-trained to provide front-line support to students (prospective, current, former, alumni), parents/families, and other campus community members in the areas of University Registrar, Financial Aid and Scholarships, and the Student Financial Services (Bursar). This position answers questions for a significant breadth and depth related to the offices and facilitate transactions. The Specialist is the first level of student contact where personal interaction and problem solution begins, providing specialized information and responding to inquiries, acting as a triage for complex enrollment issues, solving end to end issues, and elevation complex issues to the appropriate Specialists and/or Advisors in the office that support the Center.

Bachelor's degree from an accredited institution or equivalent in business related area.

Over one through three years of experience in student support, or over five years of customer service experience.

Exceptional customer service skills and knowledge of basic service etiquette.
Exceptional oral and written communication skills.
Ability to write clearly, concisely, and correctly.
An appreciation and sensitivity to diverse cultures and lifestyles; engaging and interacting with people of diverse backgrounds.
Ability to work as a team member.
Ability to analyze and interpret data and make independent decisions.
Ability to work within systems and platforms.
Ability and willingness to learn innovative programs, applications, systems, tools, platforms, etc.
Ability to attend meetings, events, functions on and off-campus, and work weekends and evenings as required.
Ability to meet expectations in a fast-paced, dynamic, customer-oriented environment.
Highly motivated, focused and results oriented.
Ability to maintain the confidentiality of records and information.
Ability to read, understand and explain to others a vast array of policies and procedures.

Extensive customer service experience; additional years of related experience.
Experience in one of the areas that we serve ( Student Financial Services (Bursar), Registrar, Financial Aid & Scholarships).

Spanish speaking; presentation skills; one or more years of experience in a high-volume customer support center.

None.

Ball State University is an Equal Opportunity/Affirmative Action employer that is strongly and actively committed to diversity within its community. Women, minorities, individuals with disabilities and protected veterans are strongly encouraged to apply. All qualified applicants will receive equal consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, protected veteran status or any other legally protected status.

Ball State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis. Approximately 20,000 graduate and undergraduate students enroll in one of eight academic colleges that offer 270+ undergraduate and graduate programs. Many of our master's, doctoral, certificate, and specialist degrees rank among the best in the nation. We engage students in educational, research, and creative endeavors that empower our graduates to have fulfilling careers and meaningful lives enriched by lifelong learning and service, while we enhance the economic, environmental, and social vitality of our community, our state, and our world.

Counsel and advise students and parents regarding in-depth financial aid questions concerning FAFSA completion, financial aid eligibility, cost of attendance, expected family contribution, types of aid and disbursement processing. Proactively reach out to students before next term's registration to initiate contact and respond to any questions. Use Salesforce communication tool to accurately reflect interactions with students for record-keeping purposes. Types of interactions include but are not limited to emails, calls, walk-ins, virtual appointments, chat rooms, and service tickets.

Investigate eligibility and disbursement issues related to federal, state, institutional and private sources of assistance including, but not limited to loans, grants, scholarships, and federal work-study.

Counsel students requesting to withdraw from or not to return to the University. Investigate reasons why students are requesting to leave and identify solutions and campus resources that may assist in their persistence.

Advise and problem solve with students on a variety of registration, enrollment, and records issues. Includes but is not limited to Withdrawals, navigating SSB, grade appeals (as they apply to holds/probation/grant and loan consequences), and reaffirmations.

Use proactive approach with outreach and engagement efforts as necessary for prospective students, current students, and parents as appropriate.

Review and process requests for academic information including transcripts, certification of enrollment, letters of academic standing, and insurance third-party enrollment verification.

Collect financial aid appeals, verification, and other requested documentation, ensuring all documents required are sufficient and complete.

Review, analyze, and interpret student account activity (Ebills), credits, debits, adjustments, and statements in order to be able to respond to student inquiries.

Respond to inquiries in person, by phone, and email timely and with accuracy using excellent customer service skills. Enforce Proxy rules in order to stay in compliance with FERPA.

Provide exceptional customer service; determine student's needs in a professional, courteous manner, and resolve issues proactively; provide accurate information after careful analysis of the appropriate CASHNet/Banner screens; establish mutually acceptable payment arrangements; calculate deferment options; process all payments on day received with accuracy.

Determine when an exception is warranted or a late or deferment fee should be waived or the issue should be escalated to the Appeals Committee.

Advise students and parents regarding charges, financial refunds, set up of direct deposit accounts, and timing of refunds.

Perform other cashiering transactions; count safe and drawers; operate safe and alarm.

Perform other related duties as assigned.

Maintain regular and predictable attendance.

In support of your application for this position, please prepare and submit a cover letter that describes how your qualifications and experience align with the elements of the position description (or leadership profile). In your cover letter, please select one of our enduring values and describe how you have demonstrated a commitment to that value in your professional endeavors.