Records Services Representative

ENROLLMENT MANAGEMENT (IN-ENRL-IUINA) Optimizing our enrollment mix is crucial to the long‑term viability of Indiana University (IU) Indianapolis. Several factors influence a student's college choice, persistence, graduation, and success. The Division of Enrollment Management, comprising over 100 full‑time staff in the Office of Undergraduate Admissions, Office of Financial Aid and Scholarships, Office of the Registrar, Office for Veterans and Military Personnel, and other areas that support student enrollment, also oversees and provides insight for enrollment operations on the Fort Wayne and Columbus campuses. The Division of Enrollment Management and the Office of the Registrar seek an innovative and energetic individual to join our dedicated and talented team. The Office of the Registrar plays a key role in strategic planning and the coordination, integration, development, and implementation of core university functions that support campus academic departments, faculty, and students. Department‑Specific Responsibilities Provides critical frontline support for the Office of the Registrar through a variety of customer‑service interactions (phone calls, e‑mail, walk‑ins, virtual appointments). Acts as the "face" of the Registrar's office and serves as the initial point of contact for registrar‑related inquiries from students, staff, and third‑parties. Responds to all modes of client inquiry, serving as enrollment processor (updating student records in SIS), analyst, and problem solver for the IU Indianapolis community. Responsible for enrollment support, academic document creation and distribution, student record maintenance, and document intake and organization. Interprets, identifies, and reports trends that create administrative barriers based on interactions with the student community and campus partners. General Responsibilities Interprets and explains a wide range of university and governmental policies and procedures involving official records and/or student loans to students, faculty, parents, and the general public. Processes and maintains official records; answers specific questions regarding records; ensures records are accurate and complete; and investigates and resolves any discrepancies. May process, approve, and issue short‑term loans and/or official documents including transcripts, student loan deferments, and insurance forms after determining student eligibility. Responds to requests for information; determines appropriateness of release of information under well‑established university and federal policies; transmits information, if appropriate. Distributes and collects forms from walk‑in clients; sets up staff appointments, if needed. Monitors changes to student files; updates as new information is received. Develops and maintains files and databases. Responds to student inquiries regarding status of account and provides technical direction to part‑time student staff. May certify completion of degree requirements. Education Required: High school diploma or equivalent (such as HSED or GED). Preferred: Bachelor's degree. Work Experience 2 years in customer service, higher education, or a related field. Skills Required: Proficient communication skills. Maintains a high degree of professionalism. Demonstrates time management and priority setting skills. Demonstrates a high commitment to quality. Possesses flexibility to work in a fast‑paced, dynamic environment. Highly thorough and dependable. Demonstrates ability to maintain confidential information. Friendly and service‑oriented. Preferred: Excellent customer service skills including good listening, quick/informed decision making, commitment to quality, and ability to handle a wide range of personalities and situations inherent in working on a large team with the general public. Ability to perform various tasks simultaneously with consistently high accuracy. Familiarity with Microsoft software and applications. Personal characteristics including initiative, reliability, flexibility, positive attitude, and ability to handle stress and confidential information/materials. Knowledge of the University organization, student information system, and procedures/policies is desirable. Job Description This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation. Location & Salary IU Indianapolis Campus Indianapolis, Indiana $40,331 annually Benefits Comprehensive medical and dental insurance Health savings account with generous IU contributions Healthcare and dependent care flexible spending accounts Basic group life insurance paid by IU Voluntary supplemental life, long‑term disability, critical illness, and supplemental accidental death & dismemberment insurance Base retirement plan with generous IU contributions, subject to vesting Voluntary supplemental retirement plan options Tuition subsidy for employees and family members taking IU courses 10 paid holidays plus a paid winter break each year Generous paid time off plans Paid leave for new parents and IU‑sponsored volunteer events Employee assistance program (EAP) Job Classification Career Level: Intermediate FLSA: Nonexempt Job Function: Student Services Job Family: Student Services Generalist Equal Opportunity Employer Indiana University is an equal opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University Notice of Non‑Discrimination here which includes contact information. #J-18808-Ljbffr