One Stop Counselor 3

University of Minnesota - Rochester, MN4.2


Required Qualifications:
Bachelor’s degree
4-5 years of work experience with at least one or more years of experience in a customer service related field.
Completion of certification as a Personal Financial Manager within 6 months of hire date.
Excellent oral and written communications skills; effective writing skills.
Intercultural communication competence and value for diversity.
Demonstrated ability to work effectively as a team member.
Ability to analyze and interpret data and make independent decisions.
Must be able to effectively present information and represent UMR at outreach events, both on­ and off­ campus, which will include some evening and weekend hours and travel.
Highly motivated, focused and results­ oriented. Ability to meet expectations in a fast­ paced and dynamic, student-centered environment.

Preferred Qualifications:
Master's Degree with 2­-3 years of work experience
6 months of experience working in One Stop Student Services
Experience counseling on student financial aid, course enrollment information, and student accounts receivable information in a higher ed.
Knowledge of and experience with UMR, including campus policies, procedures.
Demonstrated project management skills.
Working knowledge of Google docs, sheets, email.
Experience and knowledge working with the following systems: PeopleSoft, Sales Force C, Perceptive Content, Parchment, APAS, APLUS, and Grad. Planner.

About the Job

The University of Minnesota-Rochester (UMR) is seeking to fill a One Stop Counselor 3 full-time year-round position. Tasks of the position include:

Answering questions from students and parents regarding financial aid and student accounts, including grants, loans (student and parent), FAFSA, satisfactory academic progress, billing, payment plans, tuition, fees, graduation requirements, credits, academic standing, etc.

Present to students and parents on financial literacy, FAFSA, loans, grants and budgeting.

Essential functions:
Counseling & Advising

Counsel, advise, investigate, problem-solve, and resolve issues from prospective, current and former students, parents, faculty, staff and other third parties and the public. Must professionally counsel on difficult and challenging escalated cases and problems.

Deliver a holistic counseling experience relative to: course enrollment information, academic records, financial aid, billing and payment in order to provide a continuous focus on academic success and degree progress, financial wellness, student retention and graduation rates.

Advise on in-depth financial aid questions ensuring adherence to all regulatory compliance concerning financial aid applications, financial aid eligibility, disbursement and refunds, cost of attendance budget components, different aid types, loan comparisons, special circumstances, and estimated family contributions for tuition and fees.

Serve as liaison between student veterans, service members and their dependents and the Twin Cities Veterans office regarding military educational benefits.

Work with students in all programs located on the Rochester campus (BSHS, BSHP, Nursing, MBA, OT, and BICB programs)

Monitor individual progress of students’ financial and academic components, and provide personalized plans or interventions to ensure students budget appropriately, maintain low levels of debt, and academically succeed to prevent impacts to financial aid, timely degree progress and graduation.

Send adjustments or complex cases to units on the Twin Cities campus through Salesforce and work with Twin Cities staff as needed to provide students’ assistance.

Interpret University, state, and federal policies and procedures; exercise professional judgment authority to implement changes and make exceptions to policies with limited supervisory approval.

Continually look for ways to improve services to students by internally or cross-functionally developing new initiatives or success measures that will contribute to retention, graduation, student satisfaction, and other student success measures.

Recognize when students need to be referred and ensure they are scheduled to meet with the referral.

Log each student contact in Salesforce.
40 % of Time


Serve as a managerial resource for full-time One Stop staff if the Senior One Stop Counselor and Registrar are not available.

Collaborate with college advising and student services offices across the campus to promote improved student services.

Serve as an accessible and knowledgeable coach, mentor, and leader for all UMR staff and student employees to assist with examining unusually complex situations.

Provide counsel to the management team, interpreting business issues and providing suggestions for or leading efforts to implement and improve One Stop.

Identify training issues and suggest solutions with new curriculum for refresher training.

Actively contribute to annual strategic planning for the unit

Works independently, with guidance in only the most complex situations.

Suggest alternative solutions to when certain tasks should be performed, determining how to best use available resources, and other similar choices to the Registrar.

Recommend hire, discharge, assign work, reward, for new One Stop and student workers

Manage (in conjunction with the Lead One Stop Counselor) student workers and the job responsibilities assigned to them
10 % of Time
Professional Development, Committees

Serve on various projects and initiatives that have One Stop involvement. Examples include SalesForce, the system-wide One Stop website and other strategic initiatives.

Leverage project management training and expertise to effectively manage projects that are designed to facilitate student success and operational excellence.

Suggest training and conference attendance for self and the other One Stop Counselor to the Registrar.
10 % of Time
Appeals, Waivers & Petitions

Counsel students regarding appeals and work with student on appeal disputes. The decisions of these appeals have significant impacts for student degree process.

Appeal examples include, but are not limited to:
Tuition Refund Appeals

Satisfactory Academic Progress (SAP) appeals resulting from students’ lack of completion.

Academic Suspension appeals resulting from students’ poor academic performance.

For each of the above mentioned appeals as well as the many other kinds of tuition, financial aid, and registration appeals, waivers, or petitions:

Exercise a high level of professionalism and independent discretion to override university policies.

Accurately counsel students on the impact to their degree progress and financial business based on the type of waiver, appeal or petition submitted.

Review student eligibility for financial aid in accordance with all regulatory compliance based on current enrollment. Counselors must be adept to circumstances that could put the student in a worse financial situation if an appeal was approved.

Analyze the award opportunities to determine what additional aid can be granted pending appeal approvals.
5 % of Time
Teach, Train and Community Outreach

Conduct one-on-one financial literacy and financial wellness counseling meetings for students and parents as a certified Personal Financial Manager. Student and parent advising meetings are highly individualized and require ongoing enhancements, pre-meeting research, and post-meeting follow-up.

Deliver high-quality, professional public engagements and presentations that target critical student outcomes.

Represent the University’s goals, programs, and policies in its recruiting, student success, retention and graduation efforts through outreach to students, parents, staff, faculty, and other University community members.

Monitor individual progress of students’ financial and academic components, and provide personalized plans or interventions to ensure students budget appropriately, maintain low levels of debt, and academically succeed to prevent impacts to financial aid, timely degree progress and graduation.

Identify training issues and create solutions with new curriculum for refresher training.

In conjunction with the Senior One-Stop Counselor, develop curriculum and serve as instructor for: Campus Preview Days (VIP Day), One-Stop How Can We Help Orientation session, Let’s Chat About Loans for Parent Orientation session, Financial Literacy Session for CLI 1711 (University Experience), Health-Care Scholar Days

Develop and present financial wellness sessions as possible for students on campus. These are in conjunction with Resident Assistants in housing or CORE students on a variety of topics, such as: Summer Planning Session (partnership with Student Success Coaches), Loan Repayment, Planning for Off-Campus Living, Budgeting, How to Adult (basics on taxes, credit cards, credit scores, etc.)

Identifies training needs and creates solutions with new curriculum for refresher training. Leads service expectation sessions and meetings with college advisors and faculty advisers.

Present to prospective parents and high school students and under-represented groups, presentations such as Financial Aid Nights, Preview Days, Admissions Events, Registration Days and Welcome week.
5 % of Time
Scholarship Support

Research and update outside scholarship opportunities on the One Stop website.

Provide insight on scholarship researching resources for students through individual meetings as well as in presentations at Admissions VIP Days and Registration Days

Manage the institutional scholarship application process for UMR students, recurring each spring. Manage and maintain the scholarship application, collaborate with the business office for current award amounts and number of awards, and the Chancellor’s office for selection and notification processes.

Provide guidance to students on the processing of their scholarships and troubleshoot any errors
regarding scholarship amounts

Advise students on how financial aid may be re-adjust as outside scholarships come in to the university

Notate all outside scholarships that are delivers to campus and then forward then on for processing in the Twin Cities
5% of Time
Technology & Software

Assist with maintenance of the UMR Policies and Procedures Google Site

Assist document imaging of student records for housing, One Stop, student records, Student Engagement Team, and Student Success Coaches.

Knowledge and Proficiency in: PeopleSoft, Sales Force, APLUS, APAS, COD, NSLDS, Parchment, QuikPay, Perceptive Content, Google mail, docs, sheets, onedrive

10% of Time
Additional Duties

Manage bus pass procurement from Rochester Public Transit, and distribution of passes for UMR students.

Manage the U Card process for UMR students seeking new or replacement cards. Collaborate with Twin Cities U Card office on student communications and U Card delivery. Manage the distribution process at UMR

Create/update documents used for the Admissions’ Counselors as well as for registration & advising and orientation.

Process and troubleshoot transcript request for students on campus as well as any past U of M students that stop by in the Rochester area

Enroll for student taking direct study courses according to what is instructed in the emails sent to One Stop and well as non-degree student enrollment requests

Work with staff on other U of M campuses to process multi-institutional enrollment requests

Communicate peculiarities and process enrollment for all non-degree students
15% of Time

How To Apply

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.
Additional documents may be attached after application by accessing your "My Activities" page and uploading documents there.
To request an accommodation during the application process, please e-mail or call (612) 624-UOHR (8647) .


The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.
The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U:

Background Check Information

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

About the U of M

The University of Minnesota Rochester (UMR)
The University of Minnesota Rochester (UMR) offers distinctive health sciences education to prepare students for a broad spectrum of current and emerging careers, ranging from patient care to pure and applied research. Serving more than 750 students in the heart of downtown Rochester, UMR is "recoding the DNA of learning" through individualized experience, personal growth, community engagement, and an integrated health sciences curriculum for tomorrow's health professionals.