Student Services Specialist II

Student Services Specialist II

Under the supervision and direction of the Director of Student Success, the Student Services Specialist II provides advanced, specialized support with the College's One Stop Shop. The Student Services Specialist II serves as a subject matter expert in designated functional areas such as recruitment, enrollment, registration, student records, financial aid, placement testing, online resources, dual credit, and academic support services. The Student Services Specialist II provides training and support to Student Services Specialist I and II as needed. The Student Services Specialist II also assists with New Student Orientation, recruiting activities and managing the Student Services Center.

Duties & Responsibilities

• Demonstrate dedication to job performance and complete tasks as assigned.
• Accept direction and guidance from supervisory personnel.
• Adhere to work schedule.
• Advise students on classes and degree planning.
• Resolve complex, non-routine student issues that require in-depth knowledge and analysis of how all service areas connect.
• Ensure accurate interpretation and application of College policies and procedures.
• Adjust communication for different audiences (students, potential students, parents, and the general public) regarding policies, programs, and procedures.
• Receive and resolve escalated cases from Tier I Specialists on student accounts, financial aid, scholarships, etc.
• Provide guidance, coaching, and clarification to Tier I staff.
• Provide additional information for subject matter specialists as needed including reports
• Ensure timely follow-up and clear communication with students.
• Case management for first-year students and students under 30 credits.
• Remain current in knowledge of deadlines and general college policies related to financial aid, tuition payment, testing, orientation, class registration, add/drop/withdrawal from classes.
• Promote awareness of current programs, classes, scholarship programs, etc.
• Provide campus tours, recruiting, new student orientation, and other programs as assigned.
• Maintain accuracy and consistency in decision-making and service delivery.
• Accurately document student interactions, case notes, and resolutions.
• At all times, take necessary steps and precautions to preserve the confidentiality of protected information as per college policies and state and federal laws (FERPA).
• Serve as Test Coordinator for the Test Center.
• Manage the Test Center daily operations, scheduling, and lead proctor.
• Proctor exams requested by faculty (HiSet, CLEP, Accuplacer).
• Contribute to the overall success of the Student Services Center by performing related duties as assigned.

Minimum Job Requirements:

• Associate's degree from an accredited institution
• 3-5 years of experience in student services or a related functional area (e.g. financial aid, registrar)
• Demonstrated experience handling complex or escalated issues

Preferred Qualifications:

• Bachelor's degree from an accredited institution
• Two years of experience in an educational environment, with specific experience in customer service.
• Experience supporting dual credit or early college programs
• Experience with Banner Ellucian
• Experience with Google Suite and Microsoft Office Suite
• Familiarity with SIS and CRM systems

Knowledge, Skills, and Abilities:

• Skills in interpersonal communications and coaching.
• Skills in organizational and time management.
• Ability to work in a fast-paced environment.
• Ability to work independently and as part of a team; be highly motivated, focused, and results-oriented.
• Ability to retain and recall information accurately and repetitively.
• Ability to take the required initiative to solve problems.
• Ability to interpret and apply policies and procedures.
• Ability to identify patterns and recommend process improvements.
• Ability to handle sensitive or escalated situations professionally.
• Ability to support and elevate Tier I performance without taking over their role.

Physical Demands:

• No or very limited physical effort required;
• Must occasionally lift and/or move up to 25 pounds;
• No or very limited exposure to physical risk.

Work Environment: This position operates in a fast-paced, student-focused environment requiring multitasking, adaptability, and commitment to service excellence. Work regularly requires more than 40 hours per week during peak times. This is not a remote work position.

Best consideration date: July 10, 2026

Application Procedure: A complete application must include: 1) a letter of interest, 2) resume, 3) copies of unofficial transcripts conferring required degree, and 4) names, email addresses, and phone numbers of three professional references.

Required application materials should be uploaded to the "Resume Drop Box" of your application

Candidates who are invited for interviews will be required to submit official transcripts.

References will be contacted in conjunction with interviews.

EEO Statement: NNMC is an equal opportunity employer.