Student Services Support Representative

Job Summary:

The Student Services Support Representative provides technical, clerical, operational, and student-facing support for the administration and coordination of credit and non-credit Student Services programs, services, and processes. This position supports frontline service delivery and student support in areas including, but not limited to, college applications, registration, student accounts, financial aid, student financial services, Satisfactory Academic Progress (SAP) appeals, student records, basic needs referrals, and related student success initiatives. The Representative is responsible for helping maintain efficient workflow, accurate data and documentation, and responsive, student-centered service while working collaboratively with students, staff, campus partners, and external stakeholders.

Duties and Responsibilities:

Mission, Values, and General Expectations

• Demonstrate commitment to the mission of a comprehensive community college and work collaboratively in a diverse, inclusive, and student-centered environment with students and colleagues from varied backgrounds and experiences.

• Maintain a strong working knowledge of divisional and Student Services programs, services, software, systems, and operational processes to support efficient workflow and effective service delivery.

• Participate in training, professional development, and other duties as assigned.

Student Support and Service Delivery

• Provide front-line support to students across general student services, financial aid, and Satisfactory Academic Progress (SAP) appeal processes through in-person, phone, email, text, and virtual service channels.

• Assist students through the application, registration, onboarding, scheduling, class date, room assignment, testing, and related student service processes; resolve routine issues when possible and refer more complex matters appropriately.

• Educate students on available campus and community resources, College policies and procedures, and student support options to promote student success and retention.

• Assist students and staff with obtaining ID cards and related student service support needs.

• Provide students with an introduction to support services, technologies, and required actions to promote self-service and successful navigation of College processes.

• Contribute to a unified student experience across credit and non-credit pathways.

Financial Aid, SAP, and Student Support

• Provide students with assistance related to financial aid processes, including FAFSA forms and completion, and connect them to appropriate next steps and support services.

• Assist with the intake, routing, tracking, and follow-up of SAP appeals to ensure accuracy, completeness, timely processing, and communication of outstanding requirements to students.

• Support appeal-related workflows through data entry, imaging, documentation tracking, status updates, records processing, and coordination of related materials.

• Provide guidance to students following appeal decisions, assist with Education Plan coordination, and connect students with appropriate academic, financial, and support resources.

• Share information with students regarding financial assistance, scholarship opportunities, payment options, and funding eligibility, as appropriate.

Basic Needs and Resource Navigation

• Recognize and respond appropriately to students seeking or requiring special services or basic-needs support, using compassion, confidentiality, sound judgment, and appropriate referral practices.

• Support students in accessing the Benefits Hub and other support resources by providing referrals and guidance related to housing, food security, transportation, financial assistance, and other basic needs.

• Coordinate the distribution and tracking of meal vouchers and/or gift cards and connect students to campus and community food resources as appropriate.

Collaboration, Outreach, and Special Projects

• Collaborate with advising, financial aid, student services, other College departments, and external partners to resolve student issues and ensure coordinated, comprehensive support services.

• Assist with outreach initiatives, workshops, meetings, seminars, events, special projects, and other priority initiatives related to student services and student support operations.

• Identify service gaps and recommend process, workflow, system, and service-delivery improvements to strengthen student support operations and student outcomes.

• Conduct outreach to students in support of enrollment, persistence, and retention goals.

• Participate in committees, work groups, and continuous improvement efforts related to student services, enrollment, and retention operations.

Data, Records, and Compliance

• Collect, verify, enter, process, track, and maintain data, records, databases, spreadsheets, reports, and other computerized files for planning, reporting, registration, appeals, and program operations; investigate and resolve inconsistencies as needed.

• Maintain files, records, correspondence, reports, requisitions, and other materials, including confidential student information, in accordance with College policies, procedures, FERPA requirements, and other applicable regulations; prepare requisitions and order supplies and educational materials as needed.

Supervision and Operational Support

• Interview, train, supervise, and assign work to clerical support staff and student employees, as assigned

• Contribute to the development and maintenance of standard operating procedures, training materials, and related process documentation.

Required Qualifications:

• High school diploma and advanced electronic office administration experience

• Experience with computerized file maintenance, spreadsheets and graphics necessary

• Proficiency in word processing and database applications essential

• Accuracy and precision in data reporting necessary

• Strong interpersonal skills

• Excellent organizational skills

• Excellent customer services skills

• Or any combination of education and experience that is substantially equivalent to the above

Preferred Qualifications:

• Associate’s degree in office administration or related field

• Work experience in an educational setting

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of any employment visa including student visas.