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.

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). 

The University of Michigan is a premier public research university with more than 53,488 students, including 35,358 undergraduates, and is firmly committed to serving the people of Michigan, and the world, through preeminence in creating, communicating, preserving and applying knowledge, art, and academic value. U-M is in high demand, with a record 115,957 undergraduate first-year and transfer applicants in fall 2025 and 9,711 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.

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 inspiring learners who will challenge the present and enrich the future.

 35% - Greets and assists customers with first-level support on behalf of the Offices of Financial Aid and the Registrar in Wolverine Services - in-person, 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.

• Bachelor's degree or equivalent combination of education and experience.
• 2 years of experience as a Student Services Representative or similar position in support of students. 
• Considerable customer service experience and experience with appropriately handling confidential and sensitive information.
• Proficiency in common Microsoft Office software, particularly Word and Excel.
• Outstanding verbal and written communication skills and strong interpersonal skills.
• The ability to work effectively in a team environment and independently, with minimal supervision.
• A high level of organization skills, a meticulous attention to detail, and the ability to consistently produce highly accurate work.
• The ability to manage and organize complex information; ability to use analysis and critical thinking skills to solve problems.
• The ability to learn and interpret University, state and federal regulations/policies position with exercise discretion and independent judgment with regard to matters of significance.

• Experience with the M-Pathways student information system and/or the Oracle PeopleSoft CS system.
• Demonstrates an ability to incorporate innovative practices into the workplace to enhance effectiveness and efficiency. 
• Experience or familiarity with student service business processes such as student records, registration, and financial aid.
• An excellent understanding of the policies and procedures of the University and the academic units.
• Knowledge of FERPA and other federal/state laws and regulations related to higher education.

This position reports onsite Monday through Friday, 8 am - 5 pm providing customer service. 

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.

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate. Applicants with less experience are encouraged to apply. The salary range for the intermediate level is $40,000 - $45,000, while the senior level will be $45,000 - $47,000.

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:

• Generous time off
• A retirement plan that provides two-for-one matching contributions with immediate vesting.
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses

The University of Michigan is an equal employment opportunity employer.