Executive Assistant 1

Position Title & Department:

Executive Assistant 1; Student Affairs Posting #

5451

Department Description: The Division of Student Affairs is committed to grounding our policies, programs, and procedures in anti-racist practice. With this commitment, we recognize the importance of educating ourselves and holding one another accountable to ensure our work is approached through equity, inclusion, and social justice lens. We recognize our need for ongoing development in this area and continue to strive to improve. We expect all members of the Division of Student Affairs are willing to engage in this work alongside us to uphold our Catholic mission in creating a welcoming environment where the dignity of all students, staff, administrators, and faculty at USD is embraced. University Description:

The University of San Diego, an engaged and contemporary Catholic institution, was founded by the Diocese of San Diego and the Society of the Sacred Heart in 1949. Governed by an independent board of trustees since 1972, USD remains committed to a liberal arts education grounded in the Catholic intellectual tradition and the pursuit of truth, goodness and beauty. Inspired by this centuries old tradition of Catholic higher education, the University welcomes people of all faith traditions and any, or no, religious background. The future success of USD relies on the contributions of those who seek to foster the development of engaged global citizens and an earnest confrontation of humanity’s urgent challenges.

Detailed Description:

The Executive Assistant will provide excellent customer service while assisting all undergraduate/graduate students and parents with financial aid, registrar, and student account services. Perform technical and complex administrative work following federal, state, institutional, and private guidelines concerning financial aid, student account collections, registration policies, and FERPA regulations.

This position is responsible for knowledge of federal and state regulations and USD policies as they relate to student eligibility for financial aid, registration, progress towards a degree, and student account requirements to maintain registration. Acts as primary reception for walk-in visitors and for incoming telephone calls, and email cases. Assists students and parents in solving short answer issues, directs them to self-help stations, processes payments, or directs them to see a counselor.

Duties and Responsibilities:

Reception Services:  Main point of contact for all Walk-in, Email Cases, and Telephone Inquiries 

• Assist students with detail-oriented information and at times difficult situations in a calm, courteous and accurate manner.
• Decide what action to take with every student.  This includes resolving their question, instructing them how to perform their transaction or inquiry at the self-help stations, or referring them to a counselor.
• Answer telephone and email cases when not serving walk-ins with the same courtesy and skill.
• Balance the time to do this with the requirements of calling students by projected wait time from the queue.
• Assign incoming email and voicemail cases in a timely manner to counselors when appropriate based on complexity.

Customer Service

• Provide excellent customer service by greeting all visitors to Torero Hub pleasantly and professionally.
• Conduct a holistic review of the student’s account during every interaction and take the steps necessary to resolve all issues in a timely manner.
• Instill confidence in all visitors that their question will be answered competently and completely.
• Make every attempt to resolve issues in a single interaction. 
• Partner with offices across campus as student’s advocate to resolve all issues in a timely manner.
• Educate students how to use the MySanDiego portal to handle routine transactions from any computer allowing the Torero Hub staff to focus on and resolve more intricate issues.

Informal Supervision

• Educates Student Assistants and Gradua