Tuesday, June 15th ~ 1:00-2:30pm EDT $345.00
Overview
This session will provide an overview of how students' needs have been evolving and how student services offices have been meeting this challenge. The presenter will provide ideas and examples of best practices on how administrators can promote student success through streamlined student services models, enhanced technology and self-services, and other collaborative and creative ways in order to meet the demands and expectations of today's students and their families. Ideas for customer service assessment and evaluation will be provided.
Participants will learn more about:
- the demographics and expectations of today's college students and how we, as higher education administrators, can best serve their needs
- techniques to transition from traditional service models into an integrated services approach
- examples of customer service "best practices"
- customer service tips and tools for staff
- methods of assessing levels of student satisfaction with your customer service unit
Who should attend?
Higher education administrators and staff including student services professionals, financial aid directors, registrars, bursars, business officers, and student financial services staff.
Who is the speaker?
Julie Selander
Senior Associate Director, One Stop Student Services
University of Minnesota
Julie Selander has worked in higher education administration and finance for over 22 years. Her experience includes student loan servicing operations, tuition payment plan sales and marketing, as well as management positions in student accounts receivable, billing, collections, financial aid, and customer service.
Julie is currently the senior associate director of the One Stop Student Services Office at the University of Minnesota providing seamless and integrated student services in the areas of enrollment, registration, financial aid, billing and student accounts receivable. Twenty-seven One Stop Counselors across three campus locations provide service via phone, e-mail, and in-person for over 51,000 students on the Twin Cities campus.
Julie presents frequently on various topics related to higher education student services and has written several articles for publication, including NACUBO's Student Centered Financial Services: Innovations That Succeed. She serves as a board member for Minnesota's College Goal Sunday initiative and is a founding member and on the board of directors for the Institute for Student Services Professionals. She has her undergraduate and master's degree from the University of Minnesota and is currently working on her dissertation as a Ph.D. candidate at the University of Minnesota in the Higher Education Policy and Administration program.
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