Position Information Classification TitleTemporary Hourly Employment CategoryTemporary Is this an Hourly position?Yes Work Hours/Week0-40 Overtime Eligible?Yes Position LocationRemote Does this position qualify for hybrid or remote work?Yes Description of Work Unit The Hub for Student Services is a department operating within the Division of Enrollment & Access, along with the Office of Admissions, the Office of Financial Aid, and the Office of the Registrar. The Hub is a fast-paced environment that provides students with one location for integrated support for housing and dining services, student records, registration, financial aid, billing, payments, and tuition classification. The Hub staff are cross-trained and provide holistic, student-centered support across this broad set of enrollment services via phone, email, and in person. While the content base of information provided to students is broad, the function of The Hub for Student Services is focused on student-centered customer service. Search Contact Emailjessica.n.rodriguez@colostate.edu Position Summary Reporting to the Director, The Hub Call Center Counselor’s primary role is to communicate with students, parents, caregivers, and educational personnel in and outside of the University regarding financial aid and student billing via the telephone. This role requires excellent communication skills, the ability to thrive in a fast-paced environment, strong critical thinking abilities, and a high level of personal initiative. In working with constituents, Counselors must demonstrate strong customer service skills including efficiency, accuracy, organization, and tact. The schedule for this position is Monday-Friday 10:00 AM- 4:00 PM with one 30- minute break. Excluding University Holidays. The Hub for Student Services is committed to the University’sPrinciples of Community (https://inclusiveexcellence.colostate.edu/resources/principles-of-community/) . A successful candidate will share in our common goal to welcome, value and affirm everyone on our campus, embracing their various identities, skills, ideas, talents, and contributions. In addition, a successful candidate will equitably assist students in navigating the often complex and confusing enrollment-related processes in support of both access to CSU and success at CSU . In accordance with federal regulatory requirements, all finalists must be in good standing on any outstanding Federal Title IV student loans and cannot have a repayment due for a Title IV grant. Position Minimum Qualifications An associate’s degree and at least one year of professional work experience providing counseling and/or assistance in customer service environment. Similar experience as a student employee may be considered. Strong communications skills, as demonstrated by submitted application materials and the ability to interpret and explain information. Must be highly motivated, focused, and results oriented. Experience providing excellent customer service by relaying information accurately and in a courteous, concise and approachable manner. Ability to use judgment, discretion, and decision-making skills in dealing with sensitive and confidential issues. In accordance with federal regulatory requirements, all finalists must be in good standing on any outstanding Federal Title IV student loans and cannot have a repayment due for a Title IV grant Preferred Qualifications Experience working in a call-center environment. Work experience in one or more of the functional areas of an integrated student services office, i.e. Office of Financial Aid, Student Billing, Housing and Dining Services or the Office of the Registrar. Proficiency in multiple languages such as Spanish and American Sign Language. Knowledge of Colorado State University including institutional and unit policies and procedures. Personal or professional commitment to diversity as demonstrated by persistent effort, active planning, allocation of resources and/or accountability for diversity outcomes. An understanding of theLand-Grant Mission (https://landacknowledgment.colostate.edu/) of Colorado State University Posting Details Working TitleCall Center Counselor, The Hub for Student Services Posting Number202500470T DepartmentThe Hub for Student Services Salary Range$20.00/hr Employee Benefits Colorado State University is not just a workplace; it’s a thriving community that’s transforming lives and improving the human condition through world-class teaching, research, and service. With a robust benefits package, collaborative atmosphere, and focus on work-life balance, CSU is where you can thrive, grow, and make a lasting impact. + Review our detailed benefits information here. (https://hr.colostate.edu/wp-content/uploads/sites/25/2021/02/benefits-summary-hourly.pdf) + Explore the additional perks of working at CSU here. + For the total value of CSU benefits in addition to wages, use our compensation calculator (https://hr.colostate.edu/total-compensation-calculator/) . + Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in (https://hr.colostate.edu/prospective-employees/our-community/) ! Close Date07/23/2025 Special Instructions to Applicants CSU is committed to full inclusion of qualified individuals. If you are needing assistance or accommodations with the search process, please reach out to the listed search contact. References will not be contacted without prior notification to candidates. Please note, applicants may redact information from their application materials that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution. Background Check Policy Statement Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so. EEO Colorado State University ( CSU ) provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Essential Job Duties Job Duty CategoryCall Center Counseling Duty/Responsibility The Hub call center counselors will counsel students, parents, caregivers, and educational personnel in and outside of the University regarding financial aid and student billing.Counseling will occur via phone. The Hub counselors will also serve as a student service resource for general university information including providing appropriate referrals for campus resources beyond the scope of The Hub services. Percentage Of Time80 Job Duty CategoryTraining Duty/Responsibility Call center counselors will adhere to a structured training schedule, designed to enhance, among other things, cultural competence, student readiness, and inclusivity. This training program emphasizes continuous learning to ensure counselors are well-versed in all services, financial aid, and student billing services. Additionally, call center counselors must stay up to date with all relevant departmental, institutional, state, and federal policies and procedures. Percentage Of Time20 References Minimum References Required3 Maximum References Required3 Documents Needed To Apply Required Documents + Resume + Cover Letter + List of Professional References Optional Documents