Job Description

How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary

The Wolverine Services Representative position aids in student success by assisting with business-related University processes, addresses student concerns and requests, while also anticipating additional issues. The ideal candidate will provide excellent customer service for diverse visitors reviewing aid application materials, determining appropriate document requirements, and sharing information regarding financial aid processes. This position also assists students with registration transactions/questions, explains student record information, and refers visitors as appropriate to the correct office personnel.

In addition to the above, the senior representative has understanding of general processes in the Offices of Financial Aid and Registrar, serves as a liaison for colleges/schools/units, trains colleagues and campus partners on processes and procedures, processes paperwork, understands total impact of changes for aid, registration and student accounts.

Wolverine Services functions as a student service center for U-M students, currently in two locations the Student Activities Building (central campus) and Pierpont Commons (north campus).

Who We Are

The University of Michigan is a premier public research university with more than 52,850 students including 34,454 undergraduates, with a strong commitment to academic excellence, diversity, equity, inclusion and affordability. U-M is in high demand with a record 105,142 undergraduate first-year and transfer applicants in fall 2024 and 8,850 incoming undergraduate students enrolling.

Reporting to the Provost and Executive Vice President for Academic Affairs, the Office of Enrollment Management (OEM) manages U-M's enrollment function to efficiently optimize students' experiences throughout their engagement, from prospect to alumni. The division collaborates with campus partners, faculty, and staff, in support of the university's mission and commitment to academic quality, accessibility, diversity, equity, and inclusion.

OEM comprises a dedicated team of more than 200 full-time staff members, and up to 400 additional student and temporary staff and is structured in five operational units - the Office of Undergraduate Admissions, the Office of Financial Aid, the Office of New Student Programs, the Office of the Registrar, and OEM Administration. OEM strives to provide excellence in access and support to diverse and inspiring learners who will challenge the present and enrich the future.

Responsibilities*

35% - Greets and assists customers with first-level support on behalf of the Office of Financial Aid and the Registrar's Office in Wolverine Services in-person and via phone calls and emails. Assists applicants in determining appropriate documentation requirements, reviewing submitted materials for completeness and compliance with guidelines, and shares common computer navigation paths. Provides information regarding the aid application process and refers to aid administrators and management as appropriate. Protects sensitive data, engages with daily intake and handling of scholarship checks and sensitive/ confidential documents, and facilitates student document pick-up, check endorsement and loan promissory note endorsements in accordance with governing policies and laws, including confirming student identity.

20% - Serves as a member of the financial aid Advising & Eligibility team. Attends weekly meetings and participates in special projects and office initiatives, such as default aversion efforts (including outreach to high-risk students regarding repayment resources), Satisfactory Academic Progress transcript reviews, and borrowing history reviews. Also assists with collection, organization, and reporting of client service statistics for the Office of Financial Aid. Other duties as assigned.

15% - Using M-Pathways student information system (PeopleSoft), assists students with class registration transactions/questions, class schedules, address and biodemographic updates, ordering transcripts, guest applications, certifications, and other related Registrar student service functions.

15% - Serves as liaison with campus partners; develops and gives presentations. Collaborates with unit supervisor to train new hires and existing staff on process changes, policies and procedures. Other duties as assigned.

10% - Recommends, develops and implements process improvements for the Student Service Center. Provides general advice and counsel to supervisor and senior staff on issues related to customer service and workflow for the Student Services Center. Assists with testing system capabilities and updates.

5% - Participates, initiates and shows commitment to professional development opportunities. Facilitates learning and engages staff in helpful activities.

Supervision Received: 

General supervision is received from the Wolverine Services Supervisor.

Supervision Provided: 

May provide functional direction to Wolverine Services Representatives at the Intermediate level.

Required Qualifications*

Desired Qualifications*

Modes of Work

The Wolverine Services Representative position is an onsite, customer focused position that is scheduled Monday through Friday during regular business hours from 8 am to 5 pm.

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Underfill Statement

This position may be underfilled at a lower classification depending upon the qualifications of the selected candidate. Applicants with less experience are encouraged to apply.

The general salary range is $40,000 to $45,000 for the Intermediate level, and $45,000 to $47,000 for the Senior level. Factors used to determine salary and level include knowledge, skills, and experience. You are encouraged to discuss salary questions to honor alignment and transparency throughout the recruiting process.

Additional Information

Benefits at the University of Michigan

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

This position may be eligible for flexible work opportunities at the discretion of the hiring department.  Flexible work agreements are reviewed each term and subject to change dependent on the business needs throughout the course of employment

Application Deadline

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled any time after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

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