Records Assistant I - Martinsburg, United States - Blue Ridge Community and Technical College

Description

Salary: $ $15.31 Hourly

Location : Martinsburg, WV

Job Type: FT Staff

Job Number:

School/Division: Enrollment Management

Opening Date: 05/09/2024

Position Summary

A Customer Service Specialist is required for this position. Under immediate to moderate supervision, performs as a primary contact for Enrollment Management by providing direct, face-to-face, and electronic & voice support to current and new students, their families, faculty, staff and outside agencies regarding the delivery process for admission, records, student affairs, and federal, state and institutional financial aid. Also assists in processing enrollment management data and form processing.

This position is 100% on campus; remote work does not apply except during times of campus closure or emergency. During times of campus closure or emergency, remote work applies. Work hours for this position will be Monday through Friday from 9:30am-6:30pm. During off season, schedule can/will shift to 8 am-4:30 pm.

Shifts will be spent in face-to-face discussion with students and/or potential students and communicating via phone and emails with students and community members. Knowledge of the campuses and direct workings of the College required. Checking for accuracy of forms turned in by students and faculty. Communicating with staff in Financial Aid, Student Services, Disability Services, Veteran Services, and Testing Services is critical.

Duties and Responsibilities

This position will perform the following:
70%

• Customer Service and Problem Solving: Work directly with students in problem solving and troubleshooting any enrollment related issues.
• Respond to, or distribute to others, email inquiries received on records related issues.
• Provide student, faculty, staff, and administrators with information and forms regarding policies and procedures.
• Answer telephone, greet visitors, respond to text messages and respond to online chat received through the website.
• Open, date stamp, and distribute mail.
• Assist students and faculty with the accurate completion of all office forms and general questions.
• Front line customer services representative office to mitigate escalating student and faculty issues.
• Provide direct, face-to-face, electronic, and voice administrative support to prospective, currently enrolled, or previously enrolled students, their parents, faculty, staff, and outside agencies regarding all enrollment management functions.
• Acts as receptionist welcoming all who enter the building by acknowledging their presence.
• Schedule student appointments.
• Works within Banner on a daily basis to best address customer service issues and troubleshooting problems.
• Works with all other offices; such as academic divisions and workforce development to keep apprised of what is happening in the College and how assistance of traffic flow may be provided.

20%

• Place calls to students and potential students.
• Support all areas of enrollment management with administrative tasks
• Assist in daily registration and admissions processing in Banner
• Assist with filing electronic records
• Provide answers to many repetitive questions on various topics such as refund check availability, bookstore credits, withdrawing, deadlines, policies, and procedures.
• Provide students with information about Master Promissory Notes, Entrance and Exit Counseling, and FAFSA
• Schedules appointments and directs traffic flow for FA Counselors and EM support services, preventing walk-ins to that specific area.
• Provides students information on the Placement test and other exams that are offered at BRCTC.
• Provides information on tutoring services.

5%

• Orientation registration for new students
• Troubleshoot registration issues
• Answer general and specific questions from faculty, staff, and students.

5%
Other duties as assigned
Minimum Qualifications

Education

• Associate's Degree required

Experience

• Prior customer service experience preferred

Knowledge, Skills, and Abilities Required

• Must have 6 to 12 months of experience in related field.
• Must have computer experience with excellent typing, communication, and time management skills.
• Must be able to type 40 words per minute.
• Must have a working knowledge of Microsoft Office, including Word and Excel.
• Demonstrated experience with high volume customer service is a necessity.
• Banner Experience a plus.
• Strong customer service background in a high traffic area.
• Strong, effective, and professional communication skills.
• Time management.
• Ability to work in a fast paced and highly demanding atmosphere.
• Attention to detail to ensure paperwork is correct.
• Highly effective written and organizational skills.
• Ability to work with diverse groups of people.
• Maintain positive, professional attitude and demeanor.
• Ability to maintain confidentiality will all staff, faculty, and student records or interactions.
• Ability to work in a team environment.
• Computer literacy and ability to utilize Banner and Microsoft software.
• Dependable transportation.
• Knowledge and understanding of post-secondary policies and procedures.
• The ability to rapidly comprehend, interpret, and apply various institutional, state, and federal guidelines governing EM issues.
• The incumbent should be familiar with the operations of a personal computer and a computerized FA management system, preferably Banner.
• Good math and analytical skills are needed for manipulation of data.

Physical/Work Demands
Job duties are performed in a standard office work environment and require typical bending, stooping, sitting and carrying of light objects weighing up to 25 pounds. Must be able to work weekends or various shifts as assigned.

Position open until filled

AA EOE M/F/Vet/Disability

PEIA INSURANCE

The WV Public Employees Insurance Agency (PEIA) offer a preferred provider benefit plan (PPB) for employees and their dependents. Employee premiums are based on annual base salary, coverage type (single or family), and the plan selected. Tobacco-free insured's receive a preferred monthly premium rate. Coverage is effective the first of the month following the month of enrollment. Premiums are taken on a pre-tax basis. PEIA Website:

PEIA offers four PEIA PPB Plans.

THE HEALTH PLAN

The Health Plan is a state and federally qualified Health Maintenance Organization. HMO's/HIC's contract with various physicians and facilities to provide medical care to their members. The Health Plan became an option for coverage in the Eastern Panhandle July 1, 2011.

Employee premiums are based on annual base salary, coverage type (single or family), and the plan selected.

Coverage is effective the first of the month following the month of enrollment. Premiums are taken on a pre-tax basis. Health Plan website is

MINNESOTA LIFE

You are eligible for a $10,000 Basic term life insurance policy with accidental death and dismemberment (AD&D) benefits. Accidental Death and Dismemberment (AD&D) matches basic, optional and dependent coverage amounts. If you choose not to enroll for Health Benefits, you may still choose to enroll for basic life insurance.

Optional Life Insurance is available to employees from $5,000 to $500,000. Premiums are based upon employee Tobacco Status, age, and the principle amount selected. You must enroll in basic life insurance before you elect any of the optional life insurance coverage. For employees who first become eligible for enrollment may choose up to $100,000 without completing an evidence of insurability form.

Dependent Life Insurance is available to cover the employee's spouse and children at five levels: Plan 1 ($5,000 spouse/$2,000 child), Plan 2 ($10,000 spouse/$4,000 child), Plan 3 ($15,000 spouse/$7,500 child), Plan 4 ($20,000 spouse/$10,000 child), and Plan 5 ($40,000 spouse/$15,000 child).

MOUNTAINEER FLEXIBLE BENEFITS PLANS are sponsored by the Public Employees Insurance Agency, and administered by Fringe Benefits Management Company. The FBMC website is

Flexible Spending Accounts Flexible Spending Accounts (FSA) The IRS approved tax-free account that saves you taxes on eligible medical and dependent care expense. You authorize per-pay-period deposits to your FSA from before tax salary. As eligible expenses are incurred, you request tax-free withdrawals from your account to reimburse yourself, (saving federal, state and Social Security Taxes).

Medical Expenses FSA Allows reimbursement for eligible uninsured medical expenses incurred for you, and your dependents. Eligible expenses include dental and vision expenses, plan deductibles and co-pays, other eligible expenses listed on website $2,500 maximum limited.

Delta Dental Assistance Plan--covers diagnostic and preventative services at 100% of the Maximum Plan Allowance (MPA) other eligible services at 25%.

Delta Dental Basic Plan--Covers preventative and basic services at 80% MPA and 80% of other eligible services.

Delta Dental Enhanced Plan--pays 100% of MPA for preventative services. Other eligible services are paid at 80% MPA and 50% MPA for major restorative services. The enhanced plan pays for major services after six month participation.

The Delta Dental website is

Vision Care--MetLife offers two plans to help pay for eye care needs.

Hearing Health Care

The EPIC Hearing Service Plan provides easy access to hearing health professionals, primary physicians and audiologists. The EPIC Hearing Plan's 5 basis steps to good hearing include: pure tone hearing test, functional assessment, hearing aid evaluation, fitting and programming, and therapy and training.

HEALTH SAVINGS ACCOUNT

Employees participating in a high deductible health plan may enroll in a HAS on a pre-tax basis. This option allows you and your family to take greater responsibility for our medical care to reduce your insurance premiums and save money for future health expenses. Unlike money in a FSA the funds do not have to be spent in the plan year they are deposited.

LIMITED--USE MEDICAL FSA

A Limited-Use Medical FSA is designed specifically for employees who wish to take advantage of a Health Savings Account (HAS), while continuing to enjoy the tax savings expected from a FSA. Funds are set aside from your salary before taxes are deducted, allowing you to pay your eligible expenses tax free. However these funds can only be used for dental, vision, and preventive care expenses not covered by your high deductible health plan.

LONG -TERM DISABILITY INCOME PLANS

Long-Term Disability (LTD) insurance can help safeguard your family's lifestyle when you are unable to work. The monthly LTD benefits are based on your earnings. The group insurance policy refers to these earnings as pre-disability earnings.

SHORT- TERM DISABILITY INCOME PLAN

The weekly Short-Term Disability (STD) benefit is 70% of your pre-disability, reduced by deductible income. There is a 30-day benefit waiting period. The maximum weekly benefits is $750. The minimum benefit is $15.

GROUP LEGAL PLAN

When faced with a legal situation you can simply pick up the phone and call a knowledgeable client service representative to assist you in locating a Plan Attorney near you. A brief summary of the Legal Plan and definitions of covered services can be found at This is a post-tax benefit.

THE STANDARD

Long Term Disability-- this policy has a benefit amount of 60% of your Basic Monthly Earnings to a $6,000 maximum and Standard will continue to make payments to the employee's annuity, up to the set amount. Approved LTD claim is payable at the end of the 180-day benefit waiting period. Coverage also provides participant with 24 hour access to counseling services through unlimited telephone and internet access as well as up to 3 face to face counseling sessions.

BASIC RETIREMENT

The State of WV requires participation in a tax-sheltered 401(a) Defined Contribution Plan. The Higher Education Policy Commission (HEPC) makes decisions regarding the offered programs. Benefits eligible employees contribute six percent of their gross pay, which is matched at six percent by Blue Ridge CTC. The 401(a) Plan contributions and any earnings are always 100% vested (including rollovers from previous employers).

Great-West Retirement Services

The Great-West family of companies ranks as one of the oldest and largest financial institutions in North America. Wide arrays of core investment options are available through your Plan. Once you have enrolled, investment option information is also available through the website at .

TIAA-CREF

Founded for employees in education and research to build secure financial futures, TIAA-CREF is one of the world's largest retirement systems. TIAA-CREF charges no sales loads, has low expense charges, and offers many annuity and mutual fund accounts and life cycle funds.

Once you have enrolled, investment option information is also available through the website at

Supplemental Retirement

Supplementalsavings and investment programs are available through GreatWest and TIAA-CREF.

This program enables employees to save additional retirement money through tax deferral. Participation is voluntary, and contributions are not matched. Maximum contribution amounts are limited by law. Some options are:

Supplemental Retirement 403(b)

This program enables employees to save additional retirement money through tax deferral. Participation is voluntary, and contributions are not matched. Maximum contribution amounts are limited by law. Upon separation from service or at age 59 1/2 participants may begin annuity income or make cash withdrawals from supplemental monies. Loans are also available.

Deferred Compensation Plan 457(b)

A nonqualified, tax-deferred compensation plan offers tax advantages to employees. Employees can contribute to both a 403(b) plan and a 457(b) plan. Higher wage earners will benefit by having both plans. The 457(b) public plan has no triggering events; upon termination of employment, monies are available despite age with no penalties.

Annual Leave

All full-time regular employees shall be eligible for annual leave with pay on the following basis:

2 days accrual per month

Accumulated leave for continuing employees may not exceed twice the amount earned in any twelve month period.

Sick Leave

Sick leave may be used by an employee who is ill, injured or when a member of the immediate family is seriously ill as defined by the treating physician or when a death occurs in the immediate family. For the purpose of administering this leave policy, the immediate family is defined as: father, mother, son, daughter, brother, sister, husband or wife, mother in law, father in law, brother in law, sister in law, son in law, daughter in law, grandmother, grandfather, granddaughter, grandson, stepmother, stepfather, stepchildren, or others considered to be members of the household and living under the same roof. Sick leave may also be used for employee medical appointments which are approved in advance by the supervisor.

Accumulation of Sick Leave

Accumulation of sick leave is unlimited. Full time regular employees accrue 1.5 days of sick leave per month of active employment. Employees working between 1,040 hours-- 1,950 hours over at least nine months of a twelve month period shall accumulate sick leave on a prorated basis.

Higher Education Employees Catastrophic Leave Program (WV Code, Section 18B?)9?)10, effective June 5, 1992)

A classified employee experiencing a catastrophic illness or injury as defined by the West Virginia Code and Blue Ridge CTC policy may request approval to receive paid leave time donated by other employees. Within established limits, employees may voluntarily donate accumulated sick or annual leave directly to an approved recipient.

Funeral Leave

When a death occurs in the immediate family, a reasonable amount of time may be charged to accrued sick leave as required for the employee to arrange for and attend the funeral and related services, including travel time. For the purpose of administering this leave policy, the immediate family is defined as: parent, child, grandparent, grandchild, brother, sister, husband, wife, step-parent, step-child, brother-in-law, sister-in-law or others considered to be members of the household and living under the same roof.

AFLAC--American Family Life Assurance Company

AFLAC offers Hospital Advantage, STD, Accident Indemnity Advantage, Cancer Care, Critical Care and Recovery, Dental Insurance, Vision policies. These policies can help by paying cash benefits you can use to help cover rent, groceries, and other daily living expenses while you are out of work and you can also use the cash benefits to help with unexpected medical expenses. All full-time and part-time employees are eligible to participate. The premiums for these policies will be covered entirely by the employee on a post-tax basis. The enrollment period is rolling.

Employee Assistance Program

Blue Ridge CTC offers an Employee Assistance Program (EAP) through the EastRidge Health Systems in Martinsburg. The EAP provides a wide range of counseling services in a confidential setting. The first three (3) visits are no cost and the employee is responsible for the costs of any subsequent visit. These costs may be covered by medical insurance. Contact HR or EastRidge at or the 24 Hour Crisis number at

Reasonable amount of time is determined at the discretion of the supervisor, and is based upon geographic distance, work load and similar factors. Sick leave is not provided for an extended bereavement period or to attend to the affairs of the estate; annual leave may be requested for these purposes.

Red Cross Leave

An employee that is a certified disaster service volunteer of the American Red Cross may be granted, with the supervisor's approval, leave with pay for up to 15 work days per year to participate in relief services for the Red Cross.

Grievance, Witness, and Jury Leave

Employees who are subpoenaed or directed to serve as jurors, or appear as witnesses for review proceedings of the Federal Government, the State of West Virginia, or a political subdivision thereof, shall be entitled to work release time for such duty and for such period of required absence which overlaps regularly scheduled work time. Employees are entitled to leave with pay for the required period of absence during the regularly scheduled work time including reasonable travel time

Military Leave

Members of the National Guard or any reserve component of the armed forces of the United States are entitled to and will receive a leave of absence for thirty (30) days without loss of pay, status, or efficiency rating, for all days engaged in field training or service for a maximum period of thirty working days in any one calendar year, ordered or authorized under provision of state law.

Family and Medical Leave Act 1993 (BOG Policy 10)

The FMLA allows an employee to request up to twelve (12) weeks, per year of leave:

1. For the birth of a child, or placement of a child with you for adoption or foster care

2. Your own serious health condition

3. Because you are needed to care for your spouse, child or parent due to serious health condition

4. Because of a qualifying exigency arising out of the fact that your spouse, child, parent is on covered active duty or call to covered active duty status with the Armed Forces

5. Because you are the spouse, child, parent, or next of kin of a covered service member with a serious injury or illness

Medical coverage may continue during this leave period with the employee paying full costs

Holidays

There are twelve (12) paid holidays each fiscal year, plus statewide primary and general election days, plus two additional half-holidays when Christmas and New Year's Day fall on Tuesday through Friday.

Holidays shall include: Independence Day, Labor Day, Thanksgiving Day, Christmas Day, New Year's Day, Martin Luther King's Birthday, and Memorial Day. The remaining holidays are designated at the discretion of the president each year.

Employee Education

The College encourages career development and self-improvement. If eligible, classified employees may be allowed time-off during work hours to attend up to one (1) three credit hour class, provided the absence will not interfere with the unit's operation and is approved by the organizational administrator. Only full-time regular employees are eligible for time-off or adjusted teaching schedules to attend classes. Classified employees must have completed the probationary period. Before the start of the semester the supervisor must approve/disapprove the release.

Classified Staff Development is available up to $600 per academic year contingent upon funding available.

Faculty and Non-Classified employees are eligible to receive up to the $1000 per semester cap consistent with professional development and contingent upon funding availability.

Faculty and Non-Classified employees are eligible to receive tuition reimbursement up to $1000 per Fiscal Year contingent upon funding availability.

Tuition Waivers

Tuition waivers up to a maximum of nine (9) credit hours per semester per person to full-time, benefits-eligible academic and nonacademic personnel that have been employed for a period of at least six (6) months. Applications for tuition waivers are due by August 1 for the fall semester, December 1 for the spring semester, and May 1 for summer terms.

Tuition waivers are available to faculty and staff employee spouse and/or dependents who are taking classes at Blue Ridge CTC. A dependent is defined by the IRS regulation 501.

Applications for tuition waivers are due by August 1 for the fall semester, December 1 for the spring semester, and May 1 for summer terms. Employees requesting tuition waivers for a spouse or dependent must have been employed for a minimum of six months in a benefits-eligible position.

Dependent Care FSA

Set aside funds to pay eligible expenses for child or adult and elder care cost tax free, while you and your spouse are working. Eligible dependent care expenses includes: after school care, baby-sitting fees, day care fees and other eligible expenses listed on website . $5,000 maximum limited

WAGEWORKS HEALTH CARE CARD

You will be issued a WageWorks Health Care VISA Debit card for your FSA account. While the card offers a great deal of convenience it and your account is regulated by IRS rules. There are situations where the Card will be declined or you will be required to submit receipts and/or other documentation to verify that the item or service purchased was eligible.

invalid