This individual will communicate all information to constituents within the boundaries of the HFC student service philosophy and assist and counsel students with student account and billing (Cashiers), Registration, Records, Financial Aid, Assessment, and Admissions transactions. This individual will also work to resolve student data errors and issues remotely either in the call center or in the Welcome Center Enrollment Labs. This individual will be seen as a key individual that faculty, staff, and students will seek guidance from on enrollment service matters. This individual will be expected to not only service our constituents, but to follow up on situations and bring closure to student situations.
Due to the nature of the position, with the emphasis on student service and service to our constituents, the Enrollment Associate will be assessed on an on-going basis with respect to their performance, contributions to the team environment, accuracy, and professionalism.
Required Experience
At least 2 years of experience
Education
Associate’s Degree
Other Education
Associate’s degree from a regionally accredited institution required; bachelor’s degree preferred.
Minimum Qualifications
• Minimum of two years related work experience in a post-secondary enrollment services or student affairs office is required (community college experience preferred).
• Experience interpreting and explaining office policies and procedures is required.
• Experience working with an integrated administrative computer software system is required (Datatel/Ellucian Colleague experience preferred).
The successful candidate will be able to demonstrate:
• The highest level of personal and professional integrity
• A student-centered philosophy to his or her daily work
• A high level of interpersonal skills including conflict resolution
• Strong communications skills (listening, speaking, and writing)
• An engaging personality in meeting the public both in-person and by telephone.
• An ability to manage multiple tasks, meet deadlines, and be both flexible and adaptable in a rapidly changing environment.
• Strong analytical and organizational skills.
• Strong critical thinking and problem solving skills with the ability to make independent decisions and judgment consistent with the level of the position.
• Strong computer/technology skills with proficiency in current word processing and spreadsheet software.
• An ability to work effectively with cross-functional teams.
• An ability to establish and maintain positive working relationships with College personnel and students in a multi-cultural environment
• A willingness and ability to be cross-trained in a variety of skills and functions and take part in the overall mission of enrollment services.
• An ability and desire to provide high-quality customer service to community college students in an effective and responsible manner.
• A minimum of two years of customer service experience.
• Passing scores & demonstrated proficiency on testing: clerical proofreading, office math, office filing, grammar/spelling, Word, Excel, customer service mindset.
• This job requires long hours standing and serving customers in person in a computer lab environment. It may not include a permanent desk/work station.
Preferred Qualifications
Work Context & Physical Demands
Compensation and Additional Information
See SSA contract
Hours: Monday – Thursday 10:00 a.m. to 6:30 p.m.
Friday 8:00 a.m. – 4:30 p.m.
Essential Functions:
Essential Duties:
Essential Tasks
Description
• Address student enrollment services needs including items related to financial aid, student accounts and billing/cashiers, admissions, assessment, registration, records.
• Assist students in the enrollment services lab and at the self-service stations.
• Data enter information into the Colleague system, including but not limited to paper applications, transcripts and other student data.
• Disseminate information to students notifying them of their enrollment status in person, by phone, U.S. mail, e-mail, chat and other communication vehicles used by the College.
• Monitor document imaging process. Image documents and complete imaging process as needed.
• Report usage in service areas to assist managers in monitoring scheduling needs and work flow.
• Collect data and provide to supervisors for various reports and presentations.
• Analyze, explain, and advise regarding enrollment related policies, procedures, and systems to students and parents.
• Provide support for the Orientation program, at the direction of the supervisor.
• Problem solve and resolve errors and ensure accurate data related to enrollment services.
• Distribute, explain, collect, and process forms and documents related to enrollment services.
• Attend regularly scheduled meetings, workshops, and other training, as directed by supervisor.
• Provide students with enrollment services information from other student service departments (i.e. academic advising resources, counseling and support services, job placement, ID, and current campus events) via multiple communication vehicles, including but not limited to in-person, electronic and telephone).
• Explain to students how to use the online application to the college and the online application for Financial Aid. Monitor and personally help students apply online when students are physically present for in-person service, or via telephone or electronically.
• Collect and review for accuracy forms submitted at the Enrollment Lab.
• Complete student registration, drop/add/withdrawal transactions, as required.
• Interact with students to research and investigate admissions issues.
• Follow the Family Education Rights and Privacy Act ( FERPA ), as well as all other confidentiality related issues.
• Explain the use of Web Advisor and all of its functions to students to enable them to conduct their transactions online.
• Develop and maintain working knowledge of all relevant Colleague forms which relate to student interactions and transactions.
• Attend training and learn on your own, as directed by supervisor.
• As required, Answer inbound telephone calls, answer telephone inquiries, make outbound telephone calls, direct telephone calls and answer emails for admissions and the enrollment process, conduct mailings as needed, and participate in online chat with students.
• Assist with presentations at College sponsored events/gatherings which promote and explain the College’s enrollment processes, services and programs to current and prospective students and their parents.
• Interact with other College departments and personnel, as appropriate.
• Follow-up with current students not enrolled for upcoming semesters.
• Serve as back up for the Enrollment Services support team, Concierge, Assessment Center, and the Enrollment Associate II’s.
• Perform other related duties as assigned; function as back-up in office during peak enrollment periods.
Essential Duties:
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Description
Essential Duties:
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Description
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