Student Services Specialist

Position Summary The Student Service Specialist serves as the primary point of contact for the University Registrar’s Office (URO). Acts as an experienced guide who accompanies students as they interact with the URO by providing the highest level of customer service, and knowledgeable support through telephone, email or face to face interaction. Serves as a first point of contact for in-person, phone, and email interactions for the URO. Handling and resolving customer issues; researching, obtaining and evaluating all relevant information to handle inquiries and issues; directing requests and unresolved issues to the designated resource; and following up on customer interactions, enrollment verification, registration, and other constituent (student, faculty, staff, alumni etc.) related duties of the URO as needed. This position requires broad knowledge of University, State, and Federal laws and regulations including the Family Educational Rights and Privacy Act (FERPA). Minimum Qualifications BACHELOR’S DEGREE; OR EQUIVALENT COMBINATION OF TRAINING AND EXPERIENCE. ALL DEGREES MUST BE RECEIVED FROM APPROPRIATELY ACCREDITED INSTITUTIONS. Preferred Qualifications Bachelor’s Degree from an accredited institution and/or one year of related experience in admissions, transfer, or student services within a college setting, student information systems, preferably Ellucian Banner, degree audit tracking, and MS Office Suite software are a plus. Key Responsibility Acts as an experience guide and first point of contact, who accompanies students/staff/faculty as they interact with the University Registrar’s Office. Provides the highest level of customer service in all interactions with students, faculty, staff, parents/families, and community members to provide one-stop service within the University Registrar’s Office and improve the student/constituent experience. Provides knowledgeable support through all registration, records, scheduling, curriculum, transcript, and record procedures to make student expectations and requirements easily understandable (translate Higher Education and UNCG language to common, understandable language). Navigates each individual student/staff/faculty situation by applying a complex set of academic policies and procedures, while maintaining a seamless student experience. Becomes an advocate for the student during difficult situations while using professional discretion and judgment to refer the student to the next level of support when necessary. Provides timely responses, accurate information (phone/email/in person) and professional verbal and written communication. Key Responsibility Timely, Accurate, and Friendly Customer Service. Provide timely, accurate, and friendly customer service to students, staff, and faculty who call or email with questions about transfer articulation. Key Responsibility Other duties as assigned. Attend meetings as needed. Assist with special projects. Attend training sessions, webinars, conferences to maintain current knowledge on the new releases of Banner and Transcript Articulation processes/guidelines. Key Responsibility Analyze problems, identify solutions, and take appropriate action to resolve problems using independent judgment and decision‑making processes. Relate to a diverse population and to maintain composure when faced with difficult situations. Multitask, organize, prioritize, and track multiple projects/tasks through to completion with an attention to detail. Work independently while contributing to a team environment. Analyze problems, identify solutions, and take appropriate action to resolve problems using independent judgment and decision‑making processes. Establish and maintain effective working relationships with supervisors, other department staff, students, and the public. Competency: Managing Work Processes Ability to identify, document, draft and provide input to proposed changes to work standards, processes and procedures for discussion with stakeholders and supervisors. Ability to assist in the development of learning activities designed to implement these changes. Competency: Decision Making Ability to recommend approaches to solving routine problems relating to programmatic requirements or standards. Competency: Client/Customer Service Ability to develop good, efficient customer relations within program area. Ability to answer routine requests, referring non-standard issues to higher authority level. Competency: Information/Records Administration Ability to collect and input data and performs research and analysis for supervisory review. Ability to assist with program improvements. Ability to adhere to university, state, and federal confidentiality regulations. Ability to assist with program improvements and documentation. Competency: Program Management Ability to address and resolve routine service matters, referring to higher authority for issues outside standard operating procedures. Ability to collect, research and provide preliminary data analysis. Ability to create standardized reports for review by supervisor. Ability to proactively participate in promoting student learning and leadership involvement initiatives in meeting program goals and services. Ability to prioritize workload. #J-18808-Ljbffr