Enrollment Services Specialist

Advanced Enrollment Services Representative

Under general supervision, performs advanced Enrollment Services (Admissions and Records and Financial Aid) front counter and customer service support and duties; gathers data, reviews and analyzes a variety of petitions including dual-enrollment and other enrollment overrides and grade changes and processes; assists students with questions and completion of FAFSA/California Dream Act Application (CADAA) forms, grant applications (e.g. California Promise), and student/parent verification documents required for financial aid; processes financial aid data into District, state and federal systems; assists students with common issues regarding financial aid awards and disbursement.

Representative Duties:

• Assists students and parents with routine and more complex services and activities of Admissions and Records and Financial Aid; answers questions over the phone, virtually or at the front desk and resolves or refers questions and concerns from students and the community; aids students in accessing online student information and services, in order to upload Admissions and Records and Financial Aid forms and documents.
• Assess students' needs and make appropriate department and campus referrals. Collaborates with Academic and Student Support Services to maximize resources and services to students.
• Collaborates with main and satellite campus student support services to advocate and support students and parents.
• Reviews enrollment-related forms for completeness, including dual-enrollment, course repetition, and prerequisite clearance/challenge, late add, and grade change requests; enters data from forms into the student information system and other databases; processes student requests for transcripts.
• Completes enrollment verification for students, including verification from varying agencies.
• Reviews petitions and approves and awards fee reductions and waivers including the California Promise Grant; reviews residency reclassifications and makes determinations; participates in a variety of department committees to determine petition outcomes.
• Import admission applications utilizing CCC Apply and other support programs to monitor admissions applications and identify student identity.
• Reviews and analyzes course section registration, rosters and enrollment; assists in the identification of fraudulent enrollment, improper prerequisites, course repetition and other enrollment/registration issues; may place holds or drop students from courses.
• Assists students with case-by-case issues including those related to denied petitions, academic progress, financial payments and issues including rebilling; processes specialized admissions and enrollment processes for programs such as student success programs, non-credit enrollment, dual enrollment and courses/programs with cohorts or varying lengths.
• Answers questions on a variety of financial aid topics including all federal, state and institutional financial aid programs, the financial aid application process, required documents and deadlines, the disbursement process, and the status of current-year awards; makes appointments with Financial Aid staff, as necessary.
• Collects financial aid forms and required documents and reviews for completeness and eligibility; validates student identity and enters data from forms into database system; accesses the National Student Loan Data System (NSLDS) to process student financial aid applications, according to NSLDS standards and rules of behavior.
• Assists students to access and navigate online financial aid tools and support applications including Federal Student Aid Partner Portal, Campus Logic, Bank Mobile, and CSAC Web Grants for financial aid disbursements; assists students with tracking application status and updating information.
• Assists students with understanding of and compliance to financial aid program requirements.
• Maintains comments regarding student contacts, documentation uploads and services provided in appropriate systems.
• Assists in the hiring and training of student workers, including student ambassadors, in Admissions and Records and Financial Aid areas; coordinates student workers to assist students with applying, registering and answering student questions including use of the student information system.
• Serves as a resource for information about the campus and available services, meta majors, courses, and activities; assists in outreach efforts by giving presentations and workshops related to financial aid and enrollment services, including Panther Nights, Cash for College, Panther Connect and Super Saturday.
• Assists with troubleshooting problems with the submission of required reports to the Chancellor's Office.
• Captures data on the use of all services provided by Student Ambassadors and staff and creates monthly reports.
• Assists Dean with gathering of information and processing requests related to subpoenas

As Assigned:

• When serving at a satellite campus, make counseling appointments, perform cashiering duties, and provide referrals and information regarding student support programs and services.
• Host financial aid workshops and travel to assist with satellite campus coverage.

Knowledge of:

• Policies, procedures, and best practices of enrollment services.
• General principles, practices, and techniques used in customer service and community outreach.
• Advanced knowledge of Admissions and Records rules, regulations, policies and procedures.
• Financial Aid rules, regulations, programs, processes and timelines, and required tax documents.
• District student recordkeeping practices and procedures for processing electronic student information.
• Community college courses, curriculum, graduation, and transfer requirements.
• Community college credit evaluation policies and procedures.
• Basic research methods and analysis techniques.
• The matriculation process, including assessment, counseling and cashiering, as well as EOPS and DSPS and other student support programs
• Modern office practices, procedures and equipment including usage and operations of Student Information System and NSLDS.
• Common issues and challenges facing a diverse population of community college students.
• Oral and written communication skills
• Principles of sound business communication.
• Federal, state and local laws, as well as regulations including Family Educational Rights and Privacy Act (FERPA).

Skills and Abilities to:

• Interpret and explain rules, regulations, procedures, policies, and catalogs regarding student registration, transcript evaluation, graduation, degree and transfer requirements, and financial aid.
• Comprehend requests for information and assistance, identify appropriate resources, and advocate effectively for students.
• Perform Enrollment Services operations and activities including processing college applications and enrollment forms, petitions, Financial Aid applications, and establishing and maintaining student records and files.
• Perform immediate and complex analysis of various college and financial aid application materials, including transcripts from other schools and colleges and personal financial information.
• Coordinate evaluation activities with other staff members and departments.
• Make arithmetic calculations quickly and accurately.
• Analyze situations accurately and adopt effective courses of action.
• Use excellent organizational skills, prioritize and manage workload both independently and as part of a team.
• Train and provide work direction to student workers.
• Communicate effectively both orally and in writing.
• Maintain confidentiality of college and student files and records.
• Operate a computer and use standard business software and access internal and external student information and financial systems.
• Exercise tact and diplomacy in dealing with sensitive, complex, and confidential student issues and situations.
• Establish and maintain effective work relationships with those contacted in the performance of required duties.
• Demonstrate an understanding of, sensitivity to, and appreciation for the academic, ethnic, socio-economic, disability, and gender diversity of students and staff attending or working on a community college campus.

Education and Experience: An associate degree from an accredited institution, And three (3) years of experience in admissions and records and/or financial aid; Or an equivalent combination of training and experience.

Preferred Qualifications:

• Fluency in Spanish is preferred.

Licenses and Other Requirements:

• Eligibility to access the National Student Loan Data System.
• A valid driver's license and the ability to maintain insurability under the District's vehicle insurance program.

Conditions of Employment Physical Effort/Work Environment: Employees perform work, with or without accommodations, in an indoor office environment and may be subject to constant interruptions. Physical effort is typically light to moderate, with occasional lifting and carrying of heavy objects. Duties involve regular use of a computer, tablet, or similar device, including prolonged screen time and the use of a mouse and keyboard. Compliance with all applicable safety policies and procedures is mandatory at all times. Regular full-time, 12 months per year classified position at Main Campus. Weekly Schedule: Monday through Thursday, 9:00 a.m. to 6:00 p.m. and Friday 8:00 - 5:00 p.m. The starting salary is $5