Reporting to the Assistant Registrar, the Senior Counselor supervises the Registrar Counselor team and serves as escalation for customers of the NYU StudentLink Center. The Senior Counselor diagnoses and resolves complex client inquiries (via phone, email, and in-person) and issues related to all Registrar functions, including, but not limited to, student registration, graduation, academic records, and credentials. The Senior Counselor regularly analyzes and researches academic policies and degree requirements to maintain and uphold appropriate rules, while also providing professional and courteous support, and demonstrates comprehensive knowledge of federal and state regulations, department- and student-related administrative policies and procedures. This position often partners with other offices (Bursar, Financial Aid, StudentLink, School Deans, Advising, NYU IT, Student Health Center, etc.) to ensure inquiries are resolved, and closely collaborate with StudentLink Center Managers to ensure quality service to walk-in clients. The Senior Counselor is expected to document and recommend changes to department procedures and business workflows; initiate, lead, and/or participate in special projects; and develop communication and training materials. The Senior Counselor provides day-to-day management of the Registrar Counselor team, and supports the Assistant Registrar with leadership and oversight of team initiatives and departmental objectives for client (e.g., student, faculty, administrator, alumni) support.