Mason Student Services Center Generalist

University of Oregon

FEugene, OR - May 13, 2022


Mason Student Services Center Generalist The George Mason University (Mason Student Services Center) invites applications for a Generalist.

George Mason University has a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff, and strongly encourages candidates to apply who will enrich Mason’s academic and culturally inclusive environment.

Department Summary: The Mason Student Services Center is the first stop and the central resource for information and solutions related to registration, enrollment, financial aid, billing, academic records and other student support services.

The Mason Student Services Center provides assistance to new and continuing students at all points of their academic career, in one convenient location, thus eliminating the need to visit multiple offices on campus.

Position Summary: Under the supervision of the Mason Student Services Center Director, the Generalist is responsible for delivering high quality service to visitors in-person, via email, on the phone or other electronic means.

Generalists disseminate essential information, aid in the navigation of online resources, and answer questions for perspective and continuing students, their families, and the university community in all areas represented by the Mason Student Services Center including Financial Aid, Student Accounts, Admissions, and the Office of the University Registrar.

The primary function of this position is to operate in the spirit of advocacy on behalf of the student.

The primary goal of the Generalist is to remove barriers to student success by helping the student manage business-related University processes.

Generalists must effectively address student concerns and requests, while proactively anticipating additional issues.

A successful Generalist is a motivated, positive individual who loves research, problem solving, and most importantly, helping students and their families reach their educational goals.

The Generalist is a full-time, classified position.

Essential Job Functions/Duties: * Provide consistent, quality service to Mason Student Services Center visitors via phone, email, in-person and other virtual methods; * Assist students and visitors with general and complex inquires including the identification of missing requirements, status of applications, submission of documents, billing, payment, financial aid and registration status, as well as other inquires specific to the student’s university record(s); * Intake and review of documents for accuracy; processing and updating student records; * Understand and effectively communicate university and other applicable policies and procedures to visitors; * Navigate a knowledgebase for answers and solutions; * Understand and follow proper escalation and referral processes to partner offices; * Provide high quality customer service in all aspects of the position, including excellent customer service to visitors who are displeased; * Maintain professional and civil demeanor in tense or escalated situations; * Represent the university in a positive, professional manner; * Other duties as assigned.

Required Qualifications: * Bachelor’s degree or equivalent education and work experience; * Excellent oral and written communication skills; * Sensitive to culture diversity and ability to communicate and interact effectively with people of all ages and diverse backgrounds; * Must be able to meet expectations in a fast-paced, customer-oriented environment; * Ability to learn and quickly navigate through multiple student information systems including Banner and Salesforce; * A desire to consistently provide quality customer service; * Proven strong customer service skills.

Preferred Qualifications: * Experience working in a student services or university setting; * Experience and/or working knowledge of student service areas, particularly in a University Registrar’s Office; * Experience providing service in a front-facing, walk in environment; * Experience with Ellucian’s Banner and Salesforce.



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