Job Description

Student Services Advocate

The Student Services Advocate provides high-level, front-line comprehensive services and outreach to students and families with the highest standard of customer service, empathy, and accuracy. Operating within a fast-paced, high-volume environment, this role utilizes advanced problem-solving skills and a deep knowledge of university policies to resolve inquiries related to registration, billing, and student financial assistance. The Advocate acts as a central resource, ensuring a seamless, holistic student experience from enrollment through graduation.

Customer Service & Holistic Advising

• Delivers exceptional, student-centered customer service and complex problem resolution via phone, email, virtual meetings, and in-person interactions.
• Counsels students and families regarding financial aid packages, billing statements, payment plans, and registration processes.
• Serves as a dedicated liaison and advocate for students navigating complex university systems, collaborating with campus partners to resolve intricate issues.
• Maintains a welcoming, inclusive environment for a diverse population of students, parents, staff, and external stakeholders.

Enrollment & Records Management

• Accurately processes registration forms, schedule changes, independent study requests, enrollment verifications, and academic transcripts.
• Maintains an in-depth understanding of divisional policies, university regulations, withdrawal procedures, and re-enrollment processes.
• Ensures strict compliance with the Family Educational Rights and Privacy Act (FERPA) and other federal, state, and institutional regulations.

Outreach & Communications

• Develops and delivers engaging presentations to prospective/current students, families, and university staff regarding One Stop services.
• Supports university outreach initiatives targeted toward specific student populations to promote retention and financial literacy.
• Contributes to digital communication efforts, including reviewing and updating website content and knowledge-base documentation.

Administration & Special Projects

• Manages case records, tracking interactions and resolution metrics within the university's ticketing/CRM system.
• Represents the One Stop on university-wide committees and serves as a designated liaison to specific academic or administrative departments.
• Stays current on evolving federal, state, and institutional policies affecting student financial aid and higher education billing.
• Performs other duties and special projects as assigned.

Qualifications

Minimum Qualifications

• Education & Experience: Bachelor's degree; OR Associate degree plus at least one (1) year of full- or part-time experience in a customer-centric field; OR High school diploma/GED plus at least two (2) years of full-time experience in a customer-centric field.

Preferred Qualifications

• Direct experience working in a higher education setting, specifically within student financial aid, registration, or student accounts/billing.
• Familiarity with Miami University's institutional structure, academic divisions, and campus resources.
• Experience utilizing student information systems (e.g., Banner) and customer relationship management (CRM) software.

Required Knowledge, Skills, and Abilities

• Service Excellence: Ability to assist students and families graciously, efficiently, and accurately under pressure.
• Communication: Exceptional oral, written, and active-listening communication skills.
• Problem Solving: Strong analytical and critical-thinking skills to resolve ambiguous or complex student issues.
• Public Speaking: Comfort and proficiency in presenting to both small and large groups.
• Project Management: Demonstrated ability to manage independent projects, multitask, and meet deadlines.
• Interpersonal Skills: Proven ability to communicate and interact effectively with individuals of all ages and diverse socioeconomic and cultural backgrounds.
• Availability: Ability to work flexible hours, including occasional evenings and weekends, and attend off-campus university functions as required (minor travel may be necessary).

Technical Proficiency: Working knowledge of Google Workspace and Microsoft Office Suite.

Required Application Documents: resume and cover letter

Reasonable Accommodations Requests for reasonable accommodations for disabilities related to employment should be directed to ADAFacultyStaff@miamioh.edu or 513-529-3560. Questions and follow-ups regarding requests should also be directed here.

Miami University Values Statement: Miami University is a scholarly community whose members believe that a liberal education is grounded in qualities of character as well as of intellect. We respect the dignity of other persons, the rights and property of others, and the right of others to hold and express disparate beliefs. We believe in honesty, integrity, and the importance of moral conduct. We defend the freedom of inquiry that is the heart of learning and combine that freedom with the exercise of judgment and the acceptance of personal responsibility.

Equal Opportunity/Affirmative Action Statement: Miami University, an Equal Opportunity/Affirmative Action employer, encourages applications from protected veterans and individuals with disabilities. Miami University prohibits harassment, discrimination and retaliation on the basis of age (40 years or older), color, disability, gender identity or expression, genetic information, military status, national origin (ancestry), pregnancy, race, religion, sex/gender, status as a parent or foster parent, sexual orientation, or protected veteran status in its application and admission processes, educational programs and activities, facilities, programs or employment practices.

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