Counselor Integrated Student Services

Job Summary or Scope:

Provide friendly, professional, quality end-to-end service to students for all aspects of student service. The counselor is expected to be committed to improving student services providing operational excellence across all service delivery methods - in person, email, phone, and online web services. The core objective of the counselor is to provide counseling and advising on complex issues and problems regarding student academic and degree progress, as well as financial matters and use professional judgement to resolve issues. This position has direct responsibility and accountability for student satisfaction and influence in increasing graduation and retention rates for the entire undergraduate and graduate residential population. This position leverages multiple counseling methodologies, student development theory and learning outcomes to be an expert in working with the University's diverse populations. Most importantly, counselors directly manage some of the most challenging behaviors and difficult situations that can surface when speaking with students and parents about academic success and financial matters. All members of the staff are expected to use professional judgment to guide and counsel students through all aspects of the student lifecycle from their entry to the university through graduation.

The counselor is required to develop a broad understanding and in-depth knowledge of all aspects of student business services, primarily integrated cross-functional service in the areas of registration/enrollment, student records, financial aid, student accounts, and financial literacy in order to facilitate excellent service. They are experts on financial wellness, academic policies, and degree progress. They should also possess a working knowledge of other student service offices and the services that each office provides: Veterans Student Services, Housing, Disability Services, Health Services, Counseling, Tutoring, Academic Advising, Student Employment, International Student Services and Career Services for example. The counselor must leverage their knowledge to deliver outstanding service and support to our students and support ERNIE Central's mission and advance efforts to improve student success. The goal of ERNIE Central is to provide our students with effortless access to conduct their student business and provide resolution, guidance, and direction to all students who seek assistance, have concerns or encounter issues.

It is essential that the counselor work collaboratively and cooperatively with other University departments and administrators to forge and build partnerships and relationships across the campus and university to ensure efforts are consistent with the goals and mission of the Embry-Riddle Aeronautical University as a whole.

Required Education:

• Bachelor's degree.
• Appropriate experience can be substituted for degree.

Required minimum number of years and work-related experience:

• 1-3 years
• Provide exceptional customer service by proactively addressing student issues, resolving concerns, and ensuring follow-up.
• Adhere to best practices in service delivery, assisting students with self-service functions and advising on exceptional circumstances.
• Ensure confidentiality and compliance with FERPA and HIPAA when handling sensitive student information.
• Collaborate with campus departments (e.g., Student Financial Services, Financial Aid, and the Office of the Registrar) to resolve issues and identify process improvements.
• Assist in coordinating department communications, test new processes and systems, and provide feedback to enhance services.
• Handle escalated issues, work with academic advisors to resolve enrollment challenges, and identify trends for improvement.
• Contribute ideas for innovative customer service solutions, participate in professional organizations, and stay informed on best practices to enhance the student experience.