One Stop Counselor - Student Services Center, Division of Finance

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

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The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

One Stop Counselor - Student Services Center, Division of Finance

Job Profile Title

Coordinator B

Job Description Summary

Reporting to the Associate Director of the Student Services One Stop Center, and under general supervision, the One Stop Counselor is responsible for providing a comprehensive suite of services to students and their families in the areas of registration, billing, and financial aid in a call center environment utilizing various software systems and technical programs.

The One Stop Counselor creates a positive and quality experience at every encounter including walk-in visits, phone calls/phone conferences, onsite meetings, as well as through email and other written communications. The counselor provides an outstanding experience for the diverse customers and stakeholders at Penn by providing care and service that support Penn’s mission of innovation, inclusion, and impact.

The One Stop Counselor is expected to be adaptable, flexible, versatile, understanding, calm, and caring while exhibiting competency to navigate and utilize Salesforce, Zoom, Banner, Microsoft Teams, automated call distribution systems, and a variety of other tools supported by Penn.

Drawing on an in-depth understanding of both Penn systems and institutional, federal, and state policies and regulations, the One Stop Counselor will identify problem(s) and provide students and families with accurate counseling and information in order to resolve issues/inquiries as they relate to academic records, billing, student accounting, loans, financial aid applications, payment methods, dining, registration, housing, and other related University matters.

The One Stop Counselor will evaluate both common and high-impact student requests and appeals, and will apply critical analysis and professional judgment in investigating these situations and rendering decisions in partnership with their direct supervisor/manager and other departments across Penn. The One Stop Counselor is expected to engage in continuous professional development, committee work, and special projects to improve service delivery and process management at the One Stop Student Center. On occasion, will serve as a mentor to work-study staff.

The role will work a weekly schedule of approximately 40 hours. However, this may fluctuate due to operational needs and business needs in the academic year. Work activity is cyclical, with peak volume in July- September (Summer billing cycles and Fall term activity). Occasional evening and weekend hours will be required during peak volume as part of normal business operations.

In the Division of Finance, we recognize diversity and inclusion is paramount to a positive and thriving work en