University of Pennsylvania · 1 month ago
One Stop Counselor - Student Services Center, Division of Finance
Franklin Building
Full-time
Onsite
Entry, Mid Level
$55K/yr - $57K/yr
2+ years expThe University of Pennsylvania is a prestigious Ivy League institution known for its leadership in education and research. The One Stop Counselor will provide comprehensive services to students and their families, focusing on registration, billing, and financial aid while ensuring a positive experience through effective communication and problem-solving.
Continuing EducationEdTechEducationSTEM EducationUniversities
Responsibilities
With the goal of ensuring student success at Penn, provide a holistic service experience to students and their families in the areas of academic records, registration, loans, financial aid, billing, and payment
Gather information and documentation from students, families, faculty, staff, and alumni in order to understand, investigate, and critically analyze both common and high-impact questions, issues, and appeals in the above areas, as well as in regard to waivers, certifications, and petitions
Use professional judgment to independently render decisions, ensuring outcomes are communicated clearly and effectively. Escalate highest-level issues and actions to functional area specialist as needed
Demonstrating a comprehensive understanding of individual circumstances and needs, and adhering to all regulatory and compliance guidelines, independently interpret and apply relevant policies, procedures, and guidelines to identify and explain the steps required to enable students and their families to navigate the college experience
Takes responsibility for all work activities and personal actions; follows through on commitments; implements decisions that have been agreed upon; maintains confidentiality with sensitive information; acknowledges and learns from mistakes without blaming others; recognizes the impact of one's behavior on others
Acts professionally and calmly when interacting with others; consistently demonstrates concern and courtesy towards colleagues and customers; treats all people respectfully; takes personal responsibility for correcting problems; follows up with individuals to ensure satisfaction with the level of service they have received
Works well with members of the University community (e.g., students, faculty, staff). Remains calm in stressful situations. Demonstrates pleasant disposition that puts people at ease
As an ambassador of the One-Stop Center to students, families, and the University as a whole, manage a high volume of face-to-face interactions, telephone calls, and email and other online and onsite communications
Cultivate student and third-party trust in the Center by ensuring the delivery of services in a warm and welcoming environment; identifying and addressing confidential and sensitive matters with courtesy, understanding, and responsiveness; and demonstrating knowledge of the assigned functions. Using critical thinking, resourcefulness, and analytic skills, independently follow through on all issues until resolved, identifying and connecting students with cross-University partners and services as needed
Treat people with fairness, respect, and consideration without regard for their position, status or background; respect different values and viewpoints. Consistently look at issues from multiple perspectives, respecting the viewpoints and values of others
Exhibit competency to navigate and utilize various programs and tools like Salesforce, Zoom, Microsoft Teams and automated call distribution systems supported by Penn. Support occasional evening and weekend hours as part of business operations
Engage in continuous professional growth and development: Maintain up-to-date knowledge of financial aid regulations, FERPA, and other changing policies and procedures at the University, state, and federal levels; look for ways to improve service quality and efficiency; support the development and implementation of new One-Stop initiatives; participate in SRFS projects, initiatives, and committees that have One Stop involvement; contribute to the development and updating of curriculum and documentation for new hires; attend ongoing training for One Stop staff
Express oneself clearly and effectively when speaking and/or writing to individuals or groups; listen attentively; ensure that information is understood by all parties; share information in a timely manner using the most appropriate method; present well-organized information in a group setting
Generates creative approaches to addressing problems and opportunities; identifies and weighs options, makes sound decisions after reviewing all relevant information; anticipates and plans for potential problems; takes calculated risks; recognizes impact of solutions
Seeks out relevant information before making decisions. Anticipates problems and thinks ahead about next steps. Serve as a general knowledge base and mentor for work-study staff, ensuring they are adhering to institutional, federal and state regulations; and providing the expected level of customer service
Work collegially with others, cooperating in both interpersonal and team relationships; fosters enthusiasm and maintains mutual trust, candor and respect
Perform other duties as assigned
Qualification
Required
A Bachelor's degree and 2 to 3 years of experience, or equivalent combination of education and experience, are required
Customer service affinity and skills, and a minimum of 3 years of professional customer service experience; and the ability and desire to: provide high-quality customer service to students and their families in an effective and responsible manner; help students and families resolve questions and issues; learn and retain a large volume of information and correctly relay this information to students and families; work in an environment that deals with sensitive family financial matters
A minimum of two years of experience working under limited supervision; and demonstrated experience in understanding, explaining, and applying the laws, rules, regulations, policies, procedures, specifications, standards, and guidelines governing assigned unit activities
Effective oral, written, listening, and communication skills; multilingual a plus
Strong problem-solving and analytical skills; ability to make independent decisions and to work collaboratively and productively under pressure in a fast-paced environment
Dependability, reliability, promptness, and professional etiquette; and the ability to establish and maintain positive working relationships with University stakeholders and customers in a multi-cultural environment
Knowledge of/experience with computer applications and systems, including the Microsoft suite of products (Word, Excel, PowerPoint, Teams, and Outlook) Salesforce Case Management, as well as core University systems for financial aid and academic records; ability and willingness to learn new programs, applications, systems, tools, etc
Knowledge of data-processing techniques and the application of such techniques to record-keeping
A willingness and ability to be cross-trained in a variety of skills and functions and to take part in the overall mission of One Stop SRFS services
Excellent interpersonal, communication and presentation skills
Demonstrated ability to be detail-oriented and accurate. Able to handle multiple tasks simultaneously
Demonstrated organizational and prioritization skills, along with the ability to work within tight and often conflicting deadlines
Must be flexible, show effective judgement, discretion and have the ability to handle confidential financial matters
Work effectively in a highly matrixed and decentralized environment with the ability to navigate through ambiguity and demonstrate appreciation and support for diversity, inclusion and belonging in a constantly evolving academic/higher education environment
Benefits
Health, Life, and Flexible Spending Accounts
Tuition
Retirement
Time Away from Work
Long-Term Care Insurance
Wellness and Work-life Resources
Professional and Personal Development
University Resources
Discounts and Special Services
Flexible Work Hours
Penn Home Ownership Services
Adoption Assistance
Company
University of Pennsylvania
The University of Pennsylvania is an American private Ivy League Research University that excels in producing future leaders.
10001+ employees
H1B Sponsorship
University of Pennsylvania has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (3)
2023 (2)
2022 (3)
2021 (5)
2020 (6)
Funding
Current Stage
Late StageTotal Funding
$81.46MKey Investors
National Science FoundationUS Department of EnergyParent Project Muscular Dystrophy
2024-08-28Grant
2023-06-26Grant· $18M
2022-09-15Grant· $55M
Leadership Team
Mark Dingfield
Executive Vice President
Angela Duckworth
Secondary Appointment at the Graduate School of Education
Recent News
2026-01-16
The Philadelphia Inquirer
2026-01-16
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