Job Description
Overview:
This position acts as the primary contact for students and their families, supporting all operations within the Student Navigation Center (SNC), one-stop office. Staff are responsible for educating, coaching, and mentoring contacts to the SNC on the different policies and procedures of the office and university. Areas under the SNC are financial aid, student accounts, and the registrar, however, general knowledge of other offices and areas of the university is essential to help students. Collaboration, organization, empathy, and independent decision-making are a must as this position is a liaison to other offices across campus on behalf of students. This role requires staff to put students at the front of their decision-making process and advocate on their behalf when they can. Staff resolve complex issues and situations in a timely manner. When required, staff may also need to follow up with students based on their situation and other offices involved. Staff will be responsible for reviewing office processes, policies, and procedures with an eye toward continuous improvement. Staff will advocate for changes to said processes, policies, and procedures with the goal of improving the student experience for all.
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At Salem State University, we prioritize your professional growth and are dedicated to fostering a supportive and inclusive workplace. Just as we are committed to student success, we are equally devoted to the well-being of our employees. As a community that values diversity and civic engagement, we celebrate the unique identities of our staff and faculty, empowering them to thrive and make a meaningful impact. Join us at an emerging Hispanic and minority-serving institution where your contributions will be valued, and you'll help shape a socially just world.
Please Note: There are three vacancies for this role. These are grant-funded positions through June 2026 and continued employment is contingent upon ongoing grant funding.
Please Note: Applicants must apply online and attach resume and cover letter.
*Applications submitted to MassCareers will not be reviewed.
Qualifications
Required Qualifications:
- Bachelor's degree
- Minimum of three years of customer service (Preferably in a higher education environment, such as the office of the registrar, bursar, financial aid, or other areas)
- Minimum two years of experience working with little or no supervision and demonstrated use of independent and sound judgment in keeping with established policies and procedures
- Knowledge of data processing techniques and the application of such techniques to record-keeping policies and procedures
- Demonstrated ability to work autonomously to resolve complex issues through the analysis of data and drawing conclusions to make appropriate recommendations
- Experience in understanding, explaining and applying the laws, rules, regulations, policies, procedures, specifications, standards and guidelines governing assigned unit activities
- Experience in exercising discretion and handling confidential information
Preferred Qualifications:
- Bilingual or Multilingual
- Master's degree
- Strong oral and written communication skills
- Advanced knowledge of the PeopleSoft student administration system
Working Location
This is a hybrid position in Salem, MA with on-campus, in-person responsibilities. This role requires three (3) days on campus per week.
Salem State University complies with the Americans with Disabilities Act (ADA) to provide reasonable accommodation to qualified applicants and employees with disabilities. For accommodation information or requests please email eo-hr@salemstate.edu .
Application Instructions:
Please Note: Applicants must apply online and attach resume and cover letter.
Applications submitted to MassCareers will not be reviewed.***
Employment is contingent upon a completed background and CORI check satisfactory to the university.
This position is not eligible for H1B visa sponsorship.
EEO Statement:
Salem State University is an equal opportunity/affirmative action employer. Persons of color, women and persons with disabilities are strongly urged to apply.
The university considers all qualified candidates without regard to race, color, religion, sex, age, national origin, disability status, veteran status, gender identity, sexual orientation, genetic information, pregnancy or pregnancy-related condition or any other characteristic protected by law.
Recruitment Agencies:
Salem State University does not partner with or accept candidates from outside staffing agencies. All hiring is managed directly by our internal Talent Acquisition team.