Senior Registrar Counselor

Posting Number 2021-8639
Posted Date 7 days ago(9/14/2021 4:32 PM)
Telecommute
No
Location : Location
US-NY-New York
Department
Office of the University Registrar
School/Division
University Enrollment Management (WS1960)
Compensation Grade
Band 52
Union
N/A
FT/PT
Full-Time
Category
Student Services/Athletics

Position Summary

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.

Qualifications

Required Education:
Bachelor's Degree

Preferred Education:
Master's Degree

Required Experience:
3+ years of related experience, including in-depth knowledge/application of student service principles and practices in areas such as financial aid, bursar, registrar, enrollment services, or an equivalent combination of education and experience.

Preferred Experience:
Experience in Bursar, Financial Aid, Registrar, Housing, or Client Services departments and/or shared services environment. Experience with student information systems, such as PeopleSoft Campus Solutions, and case management systems such as ServiceNow. Experience supervising and training staff.

Required Skills, Knowledge and Abilities:
Excellent written and verbal communication skills, including the ability to influence and advocate when appropriate. Ability to promote a cooperative work environment. Exceptional attention to detail and accuracy. Ability to analyze and solve complex problems. Proficiency with computers, Microsoft Office, and student information systems. Strong organizational skills with the ability to simultaneously manage multiple projects in a fast-paced environment. Ability to consistently meet deadlines. Ability to demonstrate tact and diplomacy when dealing with difficult issues and/or diverse organizations. Ability to develop positive and cooperative relationships with students, faculty, staff, parents, professional colleagues, and the public. Demonstrated ability to provide high-quality customer service throughout a case’s “life cycle” (i.e., from initial contact to issue resolution). Ability to interpret policies and procedures, and to facilitate decision making.

Preferred Skills, Knowledge and Abilities:
Knowledge of FERPA and higher education credentials best practice; In addition to English, fluency in a second language.

Additional Information

NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen.

EOE/AA/Minorities/Females/Vet/Disabled/Sexual Orientation/Gender Identity

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