The Office of Enrollment and Student Success (ESS) is a mission-driven organization providing a cohesive experience throughout all phases of the student lifecycle, from the admissions and enrollment process through graduation and beyond, by supporting a connected, comprehensive, and student-centered approach to the student experience. ESS includes the offices of undergraduate admissions, graduate enrollment, career services, student financial assistance, student success, and student services, systems, and analytics. ESS is committed to a student-first mentality, utilizing a data-driven approach to continuous assessment and improvement across the organization.
Student Financial and Registration Services (SFRS) is an integrated student services organization designed to assist students, parents, and the GW community in person and via email and phone with navigating administrative processes related to financial aid, billing, and registration. Our team members are cross-trained in these three areas to ensure a seamless service experience and resolve inquiries at the first point of contact whenever possible. The Student Services Hub (SSH), our in-person service center, is located in the University Student Center.
The Senior Student Services Specialist provides specialized customer service in the areas of Student Accounts (SAO), Financial Aid (OSFA), and Registration (OTR). The Senior Student Services Specialist provides support to Specialists by delivering individualized consultation and escalation services and owns open issues from first escalation to resolution.
Duties include:
- Provides backup and support to Specialists during high volume or peak periods.
- Stays alert to any issues in the systems or systemic trends, recognizing points of escalation.
- Synthesizes information from a variety of sources to form a cohesive picture of SAO, OSFA, and OTR.
- Liaises with colleagues in OSFA, OTR, and SAO to resolve student issues, updating GW systems as necessary.
- Performs transactions and exception requests as necessary.
- Serves as the first point of contact for escalations or consultations.
- Shepherds student issues through to resolution, providing a consistent point of contact throughout the entire process.
- Identifies shortfalls or disconnects that occur within the organization or systems.
- Develops and recommends solutions.
- Identifies big trends and misarticulations.
- Develops expertise in all areas and establishes specialization in one or more service areas.
- Acts as a resource formally and informally for Specialists.
- Mentor staff by modeling best practices, sharing expertise, and guiding them through challenging professional scenarios
- Create and deliver training to staff throughout the year.
- Be available for weekend and evening work as needed.
Performs other duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
