Enrollment Services Specialist I
Company: Pellissippi State Technical Community College
Location: Knoxville
Posted on: March 19, 2023
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Job Description:
Title: Enrollment Services Specialist ILocation: Pellissippi
State Community College Campus/sAnticipated Closing Date: TBDCampus
mobile: (3 days a week on campus, 2 remote)Position #: 600310Type
of Appointment: Full-TimeFLSA Status: Non-ExemptDepartment:
Enrollment ServicesRequired Documents Needed to Upload at Time of
Application: Resume Unofficial Transcripts Three professional
references (See below)Reference check requirements: Non-supervisory
roles: three (3) current or former supervisors Supervisory roles:
two (2) current or former supervisors and one (1) current or former
direct report Personal references (friends, clergy, customers,
relatives) are not considered acceptable referencesAbout
Pellissippi State Community CollegePellissippi State Community
College is one of 40 institutions in the Tennessee Board of Regents
system. TBR is the governing board of the College System of
Tennessee, offering more than 400 programs of study at the state's
13 community colleges, 27 colleges of applied technology and the
online TN eCampus. The college serves an average of 10,000
students, making it the largest community college in Tennessee by
enrollment. Pellissippi State Community College offers eligible
employees a comprehensive benefits package that includes health,
dental, vision, life insurance, retirement programs, time off
including annual and sick leave, and much more.Position Summary:
This position is responsible for providing holistic, cross-trained,
support to students, parents/families, and other campus community
members in the onboarding areas of admissions, registration,
financial aid, records and advising. Employees will carry knowledge
of all aspects of Enrollment Services and the College, along with
knowledge of their area of expertise and usage of the college
computer systems for information retrieval and reporting.
Admissions responsibilities include, but are not limited to:
application, advising of and assisting with holds, making any
applicable testing appointments, making advising appointments,
myPellissippi navigation, and assisting students with registering
for new student orientation. Financial Aid responsibilities include
but are not limited to: financial aid applications (FAFSA and
State), reviewing outstanding requirements (verification),
uploading documents, and advising of Financial Aid statuses. This
position will assist with all Admissions, Records and Financial Aid
Tier 1 and Tier 2 tasks (for a complete list please see attached).
As the central contact for current students: advise students on how
to get in contact with professors/administrators, advise on
policies and general information. For visitors and all others:
advise on school and community events. The position provides a
student-focused, holistic approach to quality service in order to
provide an exceptional, seamless service experience that supports
student success and institutional goals of recruitment, retention
and graduation. Essential Functions:55% Serve as the frontline
customer service contact for Student Services. Assist
students/parents with all onboarding/enrollment questions. Assess
student needs and provide direct assistance to students in helping
them apply to Pellissippi state, enroll in classes, collect
documents, apply for funding and help them understand the
appropriate forms, processes, and procedures for all areas of
Enrollment Services. Provide individual assistance to students
including but not limited to analyzing and troubleshooting
individual needs and assisting with on-line self-service accounts
(view/change their personal information, apply for financial aid:
FAFSA, state aid and scholarship applications, complete needed
requirements). Provide information to students, parents, staff, and
general public regarding all enrollment and financial aid questions
and/or requirements, including but not limited to myPellissippi
navigation, transcripts, payments, advising, testing, orientation,
secure document upload, alerts and general information about the
college and events in person, via telephone, email, US mail, and
on-line using extensive knowledge of FERPA, College policy, State,
and Federal Regulations. Collect, scan, download and update
financial aid documents via various forms of electronic or
non-electronic submission. Work with each student holistically to
create social belonging, build rapport and establish the Start
Strong mentality to increase student success and retention. Educate
student body by assisting at recruitment events throughout the
year. Participate in scheduled phone and chat shifts and monitor
phone queue. Respond to Start Strong emails, including those
regarding specific financial aid, admissions, records and
cashiering questions.5% Function as a critical link or liaison
between customers and PSCC by making referrals to student affairs,
academic divisions, counselors, instructional staff and other PSCC
staff members when needed.15% Responsible for a specific area of
focus/expertise within one of the following: Consortium Agreements,
Knowledgebase, Communications, Student Ambassadors training, hiring
and scheduling, and Spanish Translation/International Students.
This area of focus will be concentrated on throughout the year and
the individual over the focus will be in charge of all needed
training of other staff members, outreach to students and updating
all material to ensure accuracy and up to date information.10%
Participate in on-going training/professional development in the
following areas; admissions, registration, financial aid,
cashiering and advising.10% Utilize applicable software
programs/websites such as but not limited to: MyPellissippi, Banner
(INB and SSB), Argos, BDMS, FAST, ETC, Studentaid.gov, TSAC portal,
TNReconnect.gov, etcand provide guidance to students/parents on how
to navigate the applicable websites and assist students with
accessing account information including, but not limited to:
interpreting registration holds, providing prerequisite overrides,
uploading secure documents, and clarifying financial aid and
admissions requirements. 5% Other duties as assigned to support the
Start Strong Center.Note: The College reserves the right to change
or reassign job duties, or combine positions at any time.All
employees are expected to engage in strategic institutional efforts
related to diversity, equity, and inclusion of marginalized
students.Job Requirements:High School Diploma and 5 years of
customer service or call center experience. Associate Degree from
an accredited institution and 3 years of customer service or call
center experience.Bachelor Degree from an accredited institution
and 2 years of customer service or call center experience.Must
possess excellent communication, analytical thinking and
problem-solving skills.Must be able to work independently, making
confident decisions, as well as serving as a team player.
(Part-time work experience is calculated at 50% credit of full-time
work experience)Complexity & Creativity: This position requires a
significant breadth and depth of knowledge in all aspects of the
enrollment process. The complexity of this position is high due to
analyzing individual problems and providing accurate solutions.
Knowledge of financial aid is critical, as is the knowledge of the
admissions process, records, cashiering, advising, and
registration. Magnitude of Impact:Student onboarding affects a
multitude of departments within Student Affairs and the outcomes
are evident immediately, within days or long-term depending on the
issue. If difficult problems arise, an intervention would be
appropriate from a supervisor. This position has contact with the
following areas on a regular basis: Financial Aid,
Admissions/Records, Cashier, Advising, Counseling, Trio,
Pellissippi Pantry, Veterans Services, Testing, Career Services,
Disability Services, Helpdesk, Academic Support Services, Student
Life & Recreation, Access and Diversity and Student Care and
Advocacy.Key Result Areas: The total of students assisted virtually
and in person in a timely and accurate manner. The number of
students referred to other campus resources.Total calls, emails and
chats compared to team averages. Average call duration compared
team average. Graduation rates. Enrollment headcount. Overall
retention rates for full time and part time students. The goal for
this position is to help the student holistically in one
centralized location with all their questions. Magnitude of Impact:
Student onboarding affects a multitude of departments within
Student Affairs and the outcomes are evident immediately, within
days or long-term depending on the issue. If difficult problems
arise, an intervention would be appropriate from a supervisor. This
position has contact with the following areas on a regular basis:
Financial Aid, Admissions/Records, Cashier, Advising, Counseling,
Trio, Pellissippi Pantry, Veterans Services, Testing, Career
Services, Disability Services, Helpdesk, Academic Support Services,
Student Life & Recreation, Access and Diversity and Student Care
and Advocacy.Responsibility for Accuracy:Typical errors
encountered:a. Advising a student regarding if they should drop a
class due to their financial aid status. If the wrong advice is
given, it can affect their aid and they could lose their Hope or
state scholarship or federal aid. The student would need to
complete a refund appeal, Satisfactory Academic Progress appeal
or/and state aid appeal. b. If the employee takes the incorrect
documentation or if the documentation is not completed correctly,
the student's financial aid can be lost or delayed. c. If a student
submits the incorrect application they could be ineligible for
financial aid or unable to proceed with a consortium. d. If
documentation is not collected for residency a student may be
assessed out of state fees instead of in state fees. e. Assisting a
student with registering for a course outside their degree plan
could delay their time to graduate and prevent the disbursement of
financial aid.Financial Impact: Inadequate job performance could
result in loss of revenue from student attendance when questions
are not answered in a timely fashion regarding the enrollment
process (admission, financial aid, testing, advising).
Inattentiveness causes error and improper entries, resulting in
dissatisfied students, increased work, and effects employee
morale.Budgetary: Not directly responsible for the budget but does
provide the Director of the Start Strong Center with input for
needed supplies, materials, travel, and professional development
needs.Judgement and Decisions: With the appropriate training, this
position requires the employee to make independent decisions as
much as possible without the Director of the Start Strong Center's
approval. This position is able to add and remove holds based on
information in the account. The employee checks documents if needed
and makes enrollment decisions based on what is seen on the
account. This position provides overrides with appropriate
documentation. Decisions are not reviewed, but employees must be
diligent to ensure their actions are in the best interest of the
student and the college. Nature of Contacts: This position will
have contact with the general public when they inquire about
enrolling and with our current student population. This position
must work with other departments on campus (Records, Financial Aid,
Communications Center, Advising, New Student Orientation) on a
regular basis. This position will also interact with academic
departments regarding students or policies and procedures. The
majority of interactions with others involves providing essential
information to current and prospective students, as well as,
college visitors and community members. In order to distribute
correct information, we communicate with other departments within
the college on a regular basisPhysical Demands: This position
requires that an employee be able to stand and sit for lengths of
30 minutes or more. Employees must be able to stand up and sit down
frequently as they are working with students. Employees should be
able to bend, turn and lift up to 15 pounds. During peak times,
June, July and August employees may be on their feet for the
duration of their shift (7.5 hours) without much time to sit
between students. Hazards: Employees could develop wrist or hand
issues from typing and using a computer. Employees could develop
some lower back, neck and shoulder pain from constantly standing
and sitting. Additionally, employees are standing on concrete a
large part of their day so may develop foot, knee or back pain and
swelling. Employees are working with large amounts of different
people every day so may be at a higher risk of getting the common
cold, flu or viruses.Full-time Employment Benefits: Insurance
Options Health, dental, vision, life, short/long-term disability,
FSA/HSA Wellness Incentive Program, ifenrolled in health plan
Educational Assistance Fee Waiver Spouse/Dependent discounts
Audit/Non-Credit Reimbursement Program Employee Assistance Program
Retirement options Tennessee traditional pension plan option (TCRS)
401k with $50 company match/457/403b Employee Discount program with
over 900+companies 13 Paid Holidays/Year Includes paid days off the
last week of December Sick Leave Bank Longevity Pay Many
opportunities for professional developmentPay Rate: $31,770 -
$38,730.00/per year. Pay will be determined based on related work
experience above required. To be considered in determining pay, all
related work experience must be listed on the application.Special
Instructions to Applicants: To be considered for a position at
Pellissippi State, you must create an on-line application. Your
skills, abilities, qualifications, and years of experience will be
evaluated using only what is recorded on your application. Work
experience that is not listed on the application will not be
considered towards compensation. Please note: attaching a resume
does not substitute for completion of the application form.
Part-time work experience is calculated at 50% of full-time
experience. Please note: to scan, upload, or attach documents, a
computer and scanner are available at the Hardin Valley Campus
Educational Resources Center, if needed.Pellissippi State Community
College is an EEO/AA/Title VI/Title IX/Section 504/ADA employerIf
you have any problems or questions please contact Human Resources
at Pellissippi State Community College's Human Resource Office at
865-694-6607 or by email at recruiting@pstcc.edu.A summary of our
benefits can be found at http://www.pstcc.edu/hr/benefitsIf you are
interested in this position, click on the link to the left to
apply.#mrp recblid 1ml68vlx4fy194j0sh3hatyzytwb3b
Keywords: Pellissippi State Technical Community College, Knoxville , Enrollment Services Specialist I, Other , Knoxville, Tennessee
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