Customer Care Assistant

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Title: Customer Care Assistant Reports To:University Registrar Position Summary:

As a core member of the student service team, under the daily supervision of the Assistant Director of Student Support, the Customer Care Assistant assists in the transfer credit evaluation process. Responsibilities include post transfer credits, maintain transfer information within University's database and website, and credit evaluation work flow. Customer Care Assistant is also expected to serve as the first point of contact for constituents of the Registrar's Office and to also staff the front desk as needed.

Essential Functions:

Transfer Credit Processing :

• Work within the Registrar's area updating student records across all levels, processing requests from both inside and outside of the office;
• Follow-up with students to obtain final transcripts;
• Assist with transfer credit evaluation in a timely, accurate and consistent manner;
• Maintain credit evaluation workflow and communicate progress with admitted students;
• Coordinate document uploads that support tracking the process (approval forms, transcripts, etc.).
• Assist at transfer events at other institutions along with the Assistant Registrar
• Maintain awareness of changes of course transferability
• Respond to emails and phone calls regarding transfer evaluation

Front Desk/Customer Service :

• Serve in the Front Desk and provide information, assistance and referrals to students, alumni, parents, staff members, and the public by responding to telephone, in-person, and e-mail inquiries for the Office of the Registrar.
• Access the student database, websites and hard-copy documentation to provide accurate, thorough, and timely responses to telephone, e-mail and in-person inquiries.
• Maintain knowledge of NJIT's policies, procedures, structure, deadlines, and events to provide timely information and appropriate referrals.
• Maintain the integrity and security of student and alumni information in electronic and hard copy formats.
• Contribute to excellent and appropriately-timed services for all students by collaborating with Student Services and other university staff to facilitate seamless student experiences.
• Assist with office processing.

Processing :

• Work within the registrar's area updating student records across all levels, processing requests from inside and outside offices;
• Access, retrieve, and update student records in databases such as Banner and other digital document management systems;
• Post data to the appropriate system of record storage;
• Assist in processing data cleanup;
• Scan and file documentation
• Process cross-registration with Rutgers -Newark, Essex CC, and RBHS.

Additional Functions:

• Provide support for all student record functions in Banner.
• Provide processing support to the Registrar and other Professional/Administrative staff members to complete tasks needed to enable the office meet its objectives during peak workload periods, staff absences, and meeting deadlines.
• Additional responsibilities as assigned by the Assistant Director of Student Support or senior staff.

Pre-requisite Qualifications:

• High School Diploma
• Minimum of 2 years of higher education student services experince
• Functional or operational experience using student information system(s).
• Working knowledge of Microsoft Office Suite.

Department:

University Registrar

Preferred Qualifications:

• Bachelor's degree from an accredited institution or an equivalent combination of education and experience
• Experience at a four-year public urban university with an ethnically diverse student body.
• Direct experience with the Ellucian Banner Student Information System.

At the university's discretion, the education and experience prerequisites may be exempted where the candidate can demonstrate to the satisfaction of the university an equivalent combination of education and experience specifically preparing the candidate for success in the position.

Union:Office & Professional Employee International Union (OPEIU) Range:OPEIU -13 Compensation:$35,315.00 - $47,972.52

NJIT considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, or other items. To learn more about the comprehensive benefits NJIT offers for this position, please visit our benefits page:

FLSA:Non-Exempt Time Type:Full time Pay Rate:Salary Additional Information:

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