Enrollment Specialist

Enrollment Specialist

Santa Fe College's (SF) One Stop is an integrated enrollment services department that serves prospective and current students through in-person, phone, and virtual services channels. The Center offers cross-functional services in the areas of Admissions, Advising, Financial Aid, Records, Student Financial Services, and Registration in-person and online. The team provides in-person and virtual proactive and the on-the-spot support to foster an environment of student belonging, persistence, and success as students navigate their journey at SF. The Enrollment Specialist provides cross-functional support for student enrollment processes, including admissions, financial aid, registration, and student accounts, serving as a primary point of contact for prospective and current students. This position delivers proactive, real-time assistance by analyzing student needs, troubleshooting routine to moderately complex issues, and guiding students through enrollment-related requirements and processes, including application completion, documentation submission, and issue resolution. This role reviews student records and documentation for completeness and compliance, facilitates coordination with internal departments to ensure timely processing of student requests, and applies established policies and procedures to support students. The Enrollment Specialist must maintain strict confidentiality of student records and sensitive information and demonstrate a high standard of professionalism and customer service. Additionally, a flexible schedule is required at times to include the need to occasionally work overtime or during college holidays with advance notice and appropriate compensation consistent with college policy.

Responsibilities and Duties:

• Provides comprehensive, real-time support and problem resolution to prospective and current students across multiple service areas (admissions, financial aid, registration, and student accounts) via in-person, phone, email, and chat; analyzes student needs and facilitates appropriate next steps.
• Applies working knowledge of college policies and procedures to troubleshoot enrollment-related issues, identify root causes, and resolve routine to moderately complex student concerns.
• Assists students with completing and correcting applications (i.e., admissions, FAFSA), including diagnosing errors, resolving issues, and ensuring accurate and complete submission of required information.
• Reviews student records, applications, and supporting documentation to identify missing requirements, discrepancies, or processing issues; evaluates documentation for completeness and compliance.
• Provides detailed guidance on financial aid processes, including eligibility requirements, verification, aid acceptance, and disbursement; assists students in resolving common financial aid issues.
• Explains financial aid awards and student account information, including cost of attendance, payment options, billing timelines, and funding sources; researches and resolves routine account discrepancies in coordination with appropriate departments.
• Supports student success by utilizing degree audit tools, the College Catalog, and established advising frameworks to provide general academic guidance, assist with course selection, and promote informed enrollment decisions; refers students to academic advising for long-term planning.
• Interprets standardized assessment and placement results using established criteria to recommend appropriate initial course placement and enrollment pathways.
• Assists students with registration activities, including drop/add and withdrawal processes; reviews requests and supporting documentation for completeness and alignment with established criteria and facilitates submission of appeals, waivers, and petitions.
• Provides guidance on residency requirements and admissions documentation; reviews submitted materials for completeness and adherence to requirements.
• Processes and manages student records and requests, including transcript requests, financial aid documentation, and other enrollment-related forms.
• Collaborates with internal departments, including Financial Aid, Registrar, and Student Accounts, to coordinate resolution of student issues and ensure timely and accurate processing of records and transactions.
• Utilizes and supports the maintenance of the enrollment services knowledge base by identifying errors, inconsistencies, and information gaps; contributes to the continuous improvement of resources, documentation, and communications to ensure clarity and efficacy of services.
• May assist in organizing meetings and special events, such as outreach initiatives and campaigns, and provides student support at these events by answering questions, providing information, and assisting students in completing steps to enroll.
• Stays abreast of updates and additions to College Rules, procedures, guidelines, federal and state laws/regulations, and other applicable regulations as it relates to student support services.
• Complies with all published College Rules, procedures, guidelines, and laws/regulations governing public employees, including but not limited to those related to document retention and destruction, FERPA, and confidentiality.
• Strictly honors the privacy, security, and confidentiality of student records and other sensitive information according to appropriate state, federal, and college regulations, policies, and procedures.
• Provides service excellence through courteous, informed, accessible, and professional engagement.
• Performs other duties as assigned.

Qualifications

Required: An associate degree with two (2) years of work experience in areas of student support services or related fields or a combination of education and/or work experience equal to four (4) years.

Additional Requirements: A criminal background check will be conducted.

Preferred: Familiar with SF College Rules, procedures, guidelines, and regulations and experience working in higher education and/or a One Stop.

General Knowledge, Skills, and Abilities

• Ability to work successfully in a multi-cultural environment.
• Adaptability to Change able to be flexible and supportive, able to positively and proactively assimilate change in rapid growth environment.
• Communication able to effectively communicate in a professional, diplomatic, empathetic, and tactful manner using preferred method and level as applicable to the job.
• Critical Thinking & Judgement - able to make well-reasoned, sensible, and timely decisions based on careful, objective review and informed analysis of available information, considerations, and other factors.
• Customer Service ability to respond promptly and courteously to all questions from students and faculty, demonstrating patience and persistence when helping students with little or no computer skills.
• Ethics able to demonstrate integrity, professionalism, civility, and a high degree of ethics in all job-related actions.
• Organization & Time Management able to plan, schedule, and organize tasks related to the job to achieve goals within or ahead of established time frames.
• Problem Solving proven skills in identifying issues, determining their cause, developing creative solutions, and following through with implementing resolutions.
• Relationship Management able to personally provide high level of interactive service to others, building relationships and addressing identified needs.
• Results Orientation proven ability to set and exceed established targets.
• Systems & Software - proficient level of knowledge of Microsoft Office and/or relevant position software programs.
• Detail Oriented - Proven accuracy and attention to detail.
• Multi-task - Ability to expeditiously organize, coordinate, manage, prioritize, and perform multiple tasks simultaneously to swiftly assess a situation, determine a logical course of action, and apply the appropriate response.

Application Process: All applicants must submit a completed online SF application, a letter of intent, an up-to-date resume/curriculum vitae, and unofficial academic transcripts (if applicable) to be considered for this position. Unofficial transcripts are only accepted for review purposes, official transcripts are required prior to any offer of employment being made.