Student Advocate I

Purpose 

The Student Advocate I serves as the first point of contact and gateway to Financial Aid, Student Accounts, Registrar, Housing & Residential Life, Orientation, Graduation, Career Services, Disability Services, Counseling and The Office of Conflict Resolution and Accountability, Campus Activities, Student Organizations, Fitness Center, Intramurals and Campus Recreation.  This position is responsible for student “triage”: determining students’ needs and connecting them to the right department, person and services needed to navigate the college successfully.

Essential Job Functions

1. Provide exemplary levels of customer service to all students.
2. Proactive in addressing student issues and concerns.
3. Serve as” triage agent” in determining what services students are and how to address concerns.
4. Accurately assesses each student’s situation to determine its urgency and proceeds appropriately.
5. Receives documents required by Financial Aid, Registrar and Student Account, Housing, Disability Services and verifies the completeness of documents.
6. Respond to general questions, scan departmental documents.
7. Aid students using computer kiosks to complete forms, Life U website, Eaglenet and third-party websites related to Life University requests.
8. Remain current with all academic policies and procedures.
9. Cross functional support across the Student Affairs Division.

Additional Duties And Responsibilities

1. Exhibits student centeredness in performance of all job duties.
2. Exhibits knowledge of and sensitivity to the interrelatedness of all student services departments.
3. Treat others with respect, with the understanding of cultural differences, perspectives, awareness.
4. Performs all work duties in an inclusive manner and perspective.
5. Assumes additional responsibilities, performs special projects as needed or directed.
6. Supports and assists the Office of Disability Services as a testing proctor.

Required Qualifications

Education, Training and/or Experience

1. Associate degree and one (1) year previous experience, OR High School Diploma/Equivalent AND three (3) years previous experience.
2. Demonstrated experience with Microsoft Office, specifically Word, Excel and Outlook.
3. Demonstrated track record of delivering superior customer service.

Knowledge, Skills, Abilities and Personal Characteristics

1. Demonstrate integrity and professionalism in appearance and demeanor; ability to share and impart knowledge and reasoning to others under stressful conditions.
2. Strong attention to detail, ability to organize work and perform duties with a high level of accuracy.
3. Strong interpersonal skills, including oral and written communication skills, listening skills and team building and the ability to think critically.
4. Knowledge of general office policies and procedures.

Preferred Qualifications

1. Bachelor’s degree from an accredited institution of higher education.
2. Familiarity with Ellucian’s Colleague.
3. General familiarity with FERPA/HIPAA/ADA and basic Title IV and Georgia State financial aid programs.

Physical Demands 

1. Nature of work requires an ability to operate standard business office equipment.
2. Requires ability to communicate and exchange information, collecting, compiling, compares, and prepares work documents, set-up and maintain work files.
3. Much time is spent concentrating on CRT identifying and updating information and performing some data entry.
4. Must be able to lift 25 lbs., retrieving and placing materials on high shelves and on floor-level shelves; standing, walking, carrying, grasping, hearing, seeing, sitting, kneeling, climbing, balancing, stooping, crouching, and reaching. 

Working Conditions 

1. Work performed in a general office environment.
2. Must be able to multi-task, meet deadlines, and work in a fast-paced environment.
3. May require availability for overtime hours during peak periods.