Welcome Express Guest Services Representative

Welcome Express Guest Services Representative

POSITION: Full-Time Welcome Express Guest Services Representative (EDP Entry Operator IV): Welcome Express; Haverhill Campus; 37.5 hours per week, Monday through Friday, 9:00am - 5:00pm; AFSCME Unit I Position.

SUMMARY: Reporting to the Director of Enrollment Operations and Welcome Express, the Welcome Express Guest Services Representative is responsible for providing customer service and support to key constituents (internal and external) in areas related to both financial aid and student accounts. This candidate may be required to work up to two late evenings a week (10am - 6pm schedule), which is subject to change based on the needs of the office. This position may also require Saturdays and late evenings during peak enrollment periods during the fall and spring semesters. The candidate's primary work location will be on the Haverhill Campus, but due to staffing needs, might also work on the Lawrence campus, for the Student Financial Services Welcome Express, and will work with other members of the Student Financial Services Team, as well as other team members of Enrollment Services on both campuses.

RESPONSIBILITIES:

The responsibilities include, but are not limited to the following:

• Provide outstanding customer service to students, families, staff and faculty in person, on the phone, by e-mail.
• Assist with escalations related to SFS matters from call center.
• Perform data entry, filing, and processing for Financial Aid & Student Accounts, including scanning and indexing all forms, requested transcripts, etc.
• Guide students through the financial aid process, completing all the necessary forms, while checking for accuracy and completeness.
• Referring students to Student Financial Services Counselors (financial aid and student accounts) in Haverhill and Lawrence, as needed.
• Assist with the processing and acceptance of payments for student accounts, including, but not limited to cash, credit card, and check payments.
• Adjusting student fees to reflect proper charges.
• Help guide students with FAFSA completion, Entrance Counseling and Master Promissory Note Completion, Health Insurance Waivers, setting up of Payments Plans, and Understanding of Bills.
• Review and follow up with students as needed.
• Help perform the daily functions of Student Financial Services.
• Performs various administrative tasks associated with projects related to Student Financial Services.
• The Classification Specification is available at: Entry Operator.doc

Job Requirements:
MINIMUM QUALIFICATIONS:

• Applicants must have (A) at least three years of full-time, or equivalent part-time, clerical experience in the operation of electronic data processing data entry equipment or statistical machines such as key punch, key to disk, key to tape and verifiers, and (b) which at least one year must have been in supervisory or administrative capacity, or (C) any equivalent combination required experience and the substitutions below.

Substitutions:

• I. A certificate or diploma as evidence of completion of a course of study in business or electronic data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.*
• II. An Associate's degree in business or electronic data processing or computer programming may be substituted for a maximum of two years of the required (A) experience.*

Note: No substitutions will be permitted for the required (B) experience.

*Education toward such a certificate, diploma or degree will be prorated on the basis of the proportion of the requirements actually completed.

• Must be self-motivated.
• Ability to effectively solve problems, while using independent judgement.
• Ability to communicate effectively with students, staff and the community.
• Have a commitment to customer service.
• Able to work in fast-paced team environment and can handle several assignments simultaneously.
• Must be able to respond effectively to questions and prepare materials in response to inquiries.

PREFERRED QUALIFICATIONS:

• Knowledge of Microsoft Office.
• Knowledge of utilizing CRM, preferably Technolusions Slate.
• Strong time management skills.
• Strong preference for bilingual (Spanish/English) candidate.
• Financial Aid and Student Accounts/Bursar knowledge; however, all training will be provided.
• Experience working in community college and/or One-Stop Enrollment Services setting.

EQUIVALENCY STATEMENT : Applicants who do not meet the qualifications as noted above are encouraged to put in writing precisely how their background and experience has prepared them with the equivalent combination of education, training, and experience required for the responsibilities of this position.

CONDITIONS OF EMPLOYMENT:

• All candidates must have legal authorization to work in the United States. Northern Essex Community College does not provide employment-based visa sponsorship.
• Employment is contingent upon the successful completion and review of a background check which will include CORI (Criminal Offender Record Information) and SORI (Sex Offender Registry Information).

Additional Information:
SALARY: $2,008.85 - $2,800.13 biweekly ($52,230.10 - $72,803.38 annually). Pay grade 14; An appointment from outside the bargaining unit (AFSCME) must start at Step I of the range. Complete fringe benefit package including competitive health insurance, free dental insurance, basic life insurance, long-term disability insurance, paid sick, vacation and personal leave, educational benefits for employee/spouse/dependents, and excellent retirement benefits.

ANTICIPATED START DATE : ASAP

To apply, click HERE

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