Student Support Associate

Posting Details

Posting Details

Working Title Student Support Associate Position Number 00087A Department FINANCIAL AID Location Norfolk, VA Type of Position Classified Type of Job Full Time EEO Category F Administrative Support (Clerical & Sales) Job Description

The Student Support Associate at Old Dominion University (ODU) serves as a frontline representative in a centralized, tiered support One Stop, with primary emphasis on providing high-quality customer service to current students and families. This position supports multiple functional areas across the institution including financial aid, registrar, student accounts, and military benefits and certification services, among others.

The Associate is responsible for resolving student inquiries through in-person, phone, email, chat, and virtual channels while ensuring a seamless and student-centered experience. The role requires strong communication skills, problem-solving ability, professionalism, a commitment to student success, and the ability to escalate complex matters to the appropriate next tier per established protocols.

This position may require work outside of standard business hours, including evenings, weekends, and holidays, based on operational needs. It also may require participation in outreach initiatives and campus events as needed.

This is a non-supervisory position focused on service excellence, accuracy, and operational consistency.

Type of Recruitment Knowledge, skills and abilities

• Customer service excellence
• Ability to manage periods of peak volume regarding walk-ins, calls, emails, etc.
• Excellent verbal communication and active listening skills.
• Strong documentation and data entry accuracy.
• Ability to exercise sound judgment and make appropriate escalation decisions.
• Professional, positive, and student-centered.
• Strong written communication skills, with the ability to develop clear, concise knowledge base and reference materials.
• Demonstrate ability to work cooperatively in a team environment to accomplish individual and team goals.
• Working knowledge of computer technology and data entry, with preference in use of a Customer Relationship Management system; contact center technology, web conferencing; and Google & MSOffice products.
• Ability to understand, interact, and communicate effectively with people from diverse backgrounds
• Ability to work flexible hours including weekends during high volume times

Special licenses, registration or certification

None

Education or training

None

Level and type of experience

Considerable experience with customer service and/or contact center

Additional Considerations (supplemental knowledge, skills, abilities, education, experience, licensure, certification)

• Some experience in higher education.
• Working knowledge of at least one functional area (financial aid, registrar, student accounts/bursar) or some experience in higher education student services, enrollment management, or customer-facing operations.
• Familiarity with student information systems (e.g., Banner, Salesforce) and comfort level with new and existing technologies.

Conditions of Employment

This position is based on campus and requires full-time employment with a 40-hour work week

Annual Salary/Hourly Rate Salary range between $ - 38,000-40,000

Posting Detail Information

Job Requisition Number S03371 Job Open To General Public Open Date 07/13/2026 Close Date 07/17/2026 Open Until Filled No Special Instructions Summary

Please submit a complete application including a resume and cover letter by the close date to ensure your application will be considered.

Criminal Background Check The final candidate is required to complete a criminal history check. College Home Page Department Home Page Equity Statement

It is the policy of Old Dominion University to provide equal employment, educational and social opportunities for all persons, without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists), color, religion, sex or gender (including pregnancy, childbirth, or related medical conditions), national origin, gender identity or expression, age, veteran status, disability, political affiliation, sexual orientation or genetic information. Individuals from minoritized communities, women, veterans and individuals with disabilities are encouraged to apply.

Reasonable Accommodation Request

If you are an individual with a disability and require reasonable accommodation, please contact the Division of Talent Management and Culture at (757)683-3141.

Alternative Hiring Process

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process.

To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter.

To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155.

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or consistent with contractor's legal duty to furnish information.

Supplemental Questions

Required fields are indicated with an asterisk (*).

• • Are you a former federal employee who was terminated from a position of employment with the federal government on or after January 1, 2025, due to a reduction in the federal budget or initiatives put in place by the federal Department of Government Efficiency?

• Yes - If yes, please upload a copy of your Standard Form (SF-50)

• No

• • Do you now, or will you in the future, require sponsorship for an employment visa?

• Yes

• No

Applicant Documents

Required Documents

• Resume
• Cover Letter/Letter of Application

Optional Documents

• Contact Information for Professional References
• Yellow Layoff Form
• Blue Layoff Card
• AHP Letter
• Standard Form 50 (SF-50)