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.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

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 Student Service Counselor - Division of Finance

Job Profile Title

Coordinator B

Job Description Summary

Reporting to the Associate Director of the Student Service Center, the SRFS Service Hub Counselor is responsible for providing a comprehensive suite of services to students and their families in the areas of registration, billing, and financial aid utilizing various software systems and technical programs in the Mondre Family Student Service Center.

Counselors in the Mondre Family Student Service Center serve as the first point of contact for navigating registration, financial aid, billing, and related student services, using broad knowledge and strong judgment to diagnose needs, provide guidance, and connect issues to the right resolution path.

The role is expected to work approximately 40 hours per week; however, schedules may fluctuate based on operational and business needs throughout the academic year. Work activity is cyclical, with peak volume in July through September (Summer billing cycles and Fall term activity) and January through February (Spring term activity). Occasional evening and weekend hours will be required during peak volume as part of normal business operations.

Job Description

Job Responsibilities:

• Provide comprehensive student services support to students, families, alumni, faculty, staff, and other stakeholders regarding academic records, registration, financial aid, loans, billing, payments, waivers, certifications, petitions, and related student service matters. Escalate and coordinate resolution of complex cases with functional specialists and University partners, ensuring timely follow-up and closure of student and family concerns.

• Receive, research, investigate, and resolve inquiries through multiple communication channels, including in-person visits, phone, email, virtual meetings, and online platforms, gathering and reviewing necessary documentation to assess requests, appeals, and concerns.

• Interpret and apply institutional, state, and federal policies, regulations, and procedures to determine appropriate resolutions, communicate outcomes, and ensure compliance with applicable requirements, including FERPA and financial aid regulations.

• Manage and document student service interactions using Salesforce, Banner, Zoom, Microsoft Teams, automated call distribution systems, and other University-supported technologies to track, research, and resolve cases effectively.

• Develop expertise in and provide daily support for specialized SRFS Service Hub processes, including outside scholarships, diplomas, and veteran and military services. Engage in continuous professional development, committee work, and special projects to improve service delivery and process management at the Mondre Family Student Service Center. On occasion, will serve as a mentor to work-study staff.

• Perform other duties as assigned in support of successful execution of SRFS responsibilities.

Qualifications:

• Bachelor of Science, Bachelor of Arts, and 2 to 3 years of experience or equivalent combination of education and experience is required.

• Demonstrated ability to understand, apply, and remain compliant with current applicable federal, Title IV, state, and higher education institutional requirements, including FERPA, to ensure work is completed accurately, ethically, and in compliance with established policies, procedures, and regulatory standards.

• Strong organizational, analytical, interpersonal, and oral and written communication skills , with exceptional attention to detail.

Preferred:

• Experience with Salesforce, Banner, Zoom, and Microsoft Teams

• Excellent customer service skills, preferably in a student registration or financial aid department

Job Location - City, State

Philadelphia, Pennsylvania

The Office of the Executive Vice President provides strategic leadership and oversight for the University's business, financial, operational, and administrative functions through nine divisions: Audit, Compliance and Privacy; Budget Planning and Analysis; Business Services; Facilities and Real Estate Services; Finance; Human Resources; Information Systems and Computing; Investments; and Public Safety. Student Registration and Financial Services (SRFS) is a critical department within the Finance organization and is evolving its operating model. In the new model, the SRFS Service Hub provides a centralized, concierge-level service experience for students, families, and Penn partners by resolving inquiries with accuracy, empathy, and accountability.  Through a one-stop model, the Hub reduces administrative barriers, strengthens consistency, and helps the university community move through complex processes with greater clarity and confidence.

Department / School

Division of Finance

Pay Range

$55,962.00 - $57,000.00 Annual Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.

Equal Opportunity Statement 

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law.

Special Requirements 
Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

• Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.

• Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.

• Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.

• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.

• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.

• Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.

• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.

• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.

• Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.

• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.

• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.

• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

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To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay