Welcome Express Guest Services Representative

PLEASE NOTE, WE DO NOT REVIEW APPLICATIONS SUBMITTED THROUGH MASSCAREERS. PLEASE APPLY VIA THE LINK BELOW:

About Northern Essex Community College:


Northern Essex Community College (NECC) serves more than 5,000 students annually across its campuses in Haverhill and Lawrence, Massachusetts, conveniently located within easy reach of Boston and the scenic beaches and state parks of New England's coastline. Recognized as one of the 2026 Most Promising Places to Work in Community Colleges by NISOD (National Institute for Staff and Organizational Development), NECC's success is driven by a mission-centered culture and a highly engaged workforce. As the first federally designated Hispanic-Serving Institution in New England, NECC remains committed to fostering a diverse, equitable, and inclusive workplace that reflects and supports the communities it serves.

Rooted in the Merrimack Valley, NECC plays a vital role in strengthening the region through workforce development, expanded access to affordable higher education, increased degree attainment, and strong partnerships with businesses.

NECC employees are united by a shared commitment expanding access to educational opportunities, supporting students in completing their academic journey in a timely and equitable manner, and preparing graduates for long-term success in the workforce. The college invests in its people through ongoing professional development opportunities, collaborative leadership, and a supportive work environment.

Job Description:

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

Qualifications:
PLEASE NOTE, WE DO NOT REVIEW APPLICATIONS SUBMITTED THROUGH MASSCAREERS. PLEASE APPLY VIA THE LINK BELOW:

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

Application Instructions:

TO APPLY: To be considered for this position click on the "Apply Now" button, you will be prompted to set up a new account or login to an existing account. You will be able to upload the following required documents for consideration:

• Cover Letter, describing your qualifications and/or how you may be best suited for the role
• Resume/CV

Review of applications will begin 5 business days from the posting date and will continue until the position is filled.

**Please note that finalist candidates will be asked to provide contact information for three (3) professional references, including current supervisor (or at least two previous supervisors)

DEADLINE: March 4th, 2026

Northern Essex Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran or military status, genetic information, gender identity, or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statues and college policies. The College prohibits sexual harassment, including sexual violence. Inquiries or complaints concerning discrimination, harassment, retaliation, or sexual violence shall be referred to the College's Affirmative Action Officer/Title IX Coordinator, Elizabete Trelegan (Assistant Director of Human Resources, B-219,View phone number on click.appcast.io/ View email address on click.appcast.io), the Massachusetts Commission Against Discrimination, the Equal Employment Opportunities Commission or the United States Department of Education's Office for Civil Rights. Northern Essex Community College will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Prospective employees are encouraged to review the College's Annual Security Report (ASR), in compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, which can be found on the disclosure page of the College's website at: