Specialist, Student Central

Class Description This position will serve as the in‑person service point for students, providing comprehensive support across various campus services. It utilizes technical platforms such as Banner SIS, Element451 CRM, queue management systems, and the TDX knowledgebase to enhance service delivery, including but not limited to admissions, financial aid, registration, and student accounts. This role focuses on delivering exceptional customer service and creating a seamless experience for students navigating essential and other college‑related services. It works with prospective, admitted, and current students to provide detailed information about and help with all student services processes from admission through enrollment and applying for graduation, ensuring a seamless and customer‑service‑oriented experience. Minimum Requirements Associate’s degree or 60 transferable college credits with two (2) years of experience, or a high school diploma with four (4) years of experience working with students or customers in a service‑oriented environment. Experience in higher education settings such as one‑stop centers, enrollment services, admissions, financial aid, registrar’s office, or bursar/student accounts is preferred. Proficiency in using student or organizational information systems for accessing and updating student records, customer relationship management (CRM) tools for tracking student engagement and outreach, queue management systems for managing student service flow, and knowledge base platforms for providing accurate and timely information to students is required. Familiarity with Microsoft Office (Word, Excel, PowerPoint, Teams, OneDrive) is preferred. Strong technical aptitude with the ability to navigate multiple digital platforms, interpret data, and troubleshoot common system issues. Bachelor’s degree preferred. Compensation Compensation within the posted range is determined by candidate’s education level and/or years of experience in the field. Generally, employees are hired in the lower third of the scale. Class Specific Essential Duties Serve as the primary point of service for students, utilizing in-depth knowledge of admissions, bursars, registrar, and financial aid to provide accurate information and support. Assist prospective students with their admission application and resolving questions related to admissions, and their journey with CCBC. Guide new admits through the enrollment process. Triage student questions to ensure advising appointments are only scheduled when necessary, utilizing an appointment system such as SARS Anywhere, Element451 CRM, or another queuing system. Resolve questions quickly when possible and assign the appropriate advisor for appointments when needed. Ensure students are connected with their assigned academic advisor and schedule follow‑up appointments as necessary. Ensure student’s records are accurate within Banner SIS and Element 451 CRM and assist them with updating their records as needed. Check students in for their appointments with other services in on campus. Utilize the student information system, Banner, to analyze and clarify student accounts, financial aid packages, and payment options, ensuring students receive clear and actionable information to complete their financial aid processes and accept awards. Educate students about the benefits and requirements for federal and state financial aid and help them apply for aid via the FAFSA. Utilize Banner SIS for student registration by assisting students with course selection, registration processes, and ensuring accurate enrollment data. Use Banner Xtender to scan, index, and manage student records, ensuring all documents are properly filed and easily accessible for future reference, while maintaining data integrity and confidentiality. Solve problems that students have related to enrollment, payment, retention, and graduation processes. Navigate confidential student information across multiple systems, ensuring compliance with relevant regulations and privacy standards. Collaborate effectively with colleagues in Instruction, Student & Academic Affairs, Student Finance, and Enrollment Services, facilitating smooth interactions between students and other departments to enhance service delivery. Document interactions with students accurately and thoroughly in Element451 CRM, tracking and maintaining records of inquiries, responses, and any follow‑up actions taken. Escalate queries and concerns as necessary to ensure timely resolution and effective support for students. Participate in software, process, and skill training and professional development. This includes, but is not limited to, local, state, and federal compliance regulations. Attend, and occasionally lead, job‑specific workshops, conferences, trainings, and other professional development opportunities. CCBC Full Time Benefits At A Glance Health and Medical CIGNA Cigna Open Access Plus (OAP) Cigna Open Access Plus In Network (OAPIN) Kaiser Prescription Drug Benefits For CIGNA Plans – included in Cigna Plan Medical Premiums Kaiser – included in Kaiser Medical Premium Mental Health Emotional, drug/alcohol abuse treatment, both inpatient and outpatient, provided when pre‑approved. Premium included in medical care plan. Dental Benefits CareFirst Blue Cross/Blue Shield Regional Traditional CareFirst Blue Cross/Blue Shield Regional Preferred Vision Benefits NVA Flexible Spending Accounts Benefit Strategies Health Spending Account $2,600 Benefit Strategies Dependent Care (children under 13 and eldercare) $5,000 Term Life Insurance: MetLife Employee Basic Life Insurance is 1 times your salary with a minimum of $50,000 (90/10) Employee Supplemental Life Insurance is available in multiples of $10,000 with a maximum of $200,000. Supplemental Term Life Insurance is available for spouse (increments of $10,000 to a maximum of 50% of employee combined basic and supplemental amount) and dependents ($10,000). Supplemental Term Life Insurance is 100% employee paid. Permanent Whole Life Insurance: Unum Permanent Whole Life Insurance with Optional Long Term Carerider available through Unum. Available to full‑time employees, part‑time associates, and adjunct faculty. Spouse and dependent coverage available. Permanent Whole Life Insurance accrues cash value, premiums will not increase, and coverage will not decrease. Permanent Whole Life Insurance is 100% employee paid. Accidental Death & Dismemberment: The Hartford Individual or Family Coverage. Employee pays a rate in multiples of $10,000 to a maximum of $300,000. Long‑Term Disability Plan pays 60% of gross monthly salary after 90 consecutive days of absence. Employee pays 100% of premium. Retirement Plans Maryland State Teacher’s Pension System (7% contributory) Optional Retirement Plan (non‑contributory) Baltimore County Employees’ Retirement System (7% contributory) Supplemental (Retirement Annuities) 403(b) and 457(b) Tax‑sheltered annuities – 403(b). Payroll salary reduction authorization is needed. The form is available on SharePoint Forms/Human Resources Forms. Roth 403(b) is a savings feature that is available when you open a 403(b) account. The Roth 403(b) savings feature allows employees to contribute after‑tax dollars and then withdraw tax‑free dollars from their account upon retirement. The Roth 403(b) savings feature is only offered by the following vendors: TIAA‑CREF and VOYA Financial Advisors, Inc. Adjunct Faculty, Part‑Time Associates and Full‑Time employees are eligible to save for retirement using the Roth 403(b) savings feature. Employees may contribute traditional pre‑tax 403(b) dollars and Roth 403(b) post‑tax dollars simultaneously. The savings limits are combined for the Traditional 403(b) and the Roth 403(b) contributions. Deferred Compensation Plan – 457(b) offered through VOYA Financial Advisors, Inc. The 457(b) salary reduction authorization form is needed. The form is available on SharePoint Forms/Human Resources Forms. Legal Services Legal Resources is a pre‑paid legal voluntary benefit for advice, consultation and representation for commonly used legal services. Credit Union First Financial Federal Credit Union membership available to employees. Direct Deposit It’s convenient, safe, reliable and saves time. No waiting for your check on payday. The money is already in your account, whether you are at work or on vacation. Mandatory payroll direct deposit allows employees the control and flexibility of directing their pay to different accounts at any bank, in any location. Employee Assistance Program (EAP): Cigna Behavioral Free personal advocates assisting you and any household member to resolve any issues. Paid Leave Benefits Academic, Bereavement, Sick and Safe Leave, Jury Duty, Religious Holidays, Military Leave, Sabbatical, Personal, Vacation, and Holidays. Tuition Assistance Eligible full‑time employees may qualify for waiver or reimbursement programs. Spouses and legal dependents up to age 22 are eligible for reimbursement with proof of successful completion and a C or better grade. Employees are eligible for Tuition Assistance; become eligible for the external Tuition reimbursement program the first semester after one calendar year of employment. Eligibility for waiver or reimbursement for CCBC courses begins after the completion of a 90‑day probation for public safety and classified employees. Academic Cash Award Classified employees are eligible for a lump sum award of $500 for completion of an unduplicated college degree. Mandated Federal Benefits Workers’ Compensation, Unemployment Insurance, Social Security. For Your Convenience ATM machines are available at each of the main campuses Check cashing with appropriate ID Free Parking Access to weight‑lifting facilities, swimming pool and library #J-18808-Ljbffr