Manager, Enrollment Services Center - Santa Clara, United States - Santa Clara University

Santa Clara University

Verified Company

Santa Clara, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Manager, Enrollment Services Center

Position Title:

Manager, Enrollment Services Center

Position Type:

Regular

Hiring Range:

$69,600-$81,850 commensurate with experience

Pay Frequency:

Annual

A. POSITION PURPOSE

B. ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides superior customer service to the University community through interactions and transactions representing the Bursar's Office, Financial Aid Office, Office of the Registrar and other critical servicerelated departments across campus. The customer base represents 100% of the student population (undergraduate students, graduate students, law students and JST) and their families, faculty, staff and third party vendors. Assist Director with interviewing and hiring staff. Responsible for cross training, mentoring, coaching, supervising and evaluating Enrollment Services staff to execute functions of the One Stop Enrollment Services area. Provide effective leadership direction and support in promoting the professional development of three Enrollment Services Specialists and up to four student assistants; develop and identify professional development opportunities for Enrollment Services Center staff; assess productivity and efficiency of staff.
Registrar responsibilities will include tasks such as providing information about online transcript and enrollment verification requests; advising students on financial aid impacts of registration changes; handling issues concerning online registration; thorough knowledge of the Workday Student portal in order to assist students with reviewing their Academic Progress Reports, graduation requirements, registration holds, and other policies and procedures; advising students, parents and University members on Family Education Rights and Privacy Act of 1974 (FERPA) regulations.
Answering questions and resolving issues within each of the above functional areas while consistently ensuring compliance with University policy and Federal regulations within the other, overlapping areas; constant participation in, and creation of (both as a trainer and a trainee) daily, weekly, monthly and quarterly training related to all of the above offices, including onthejob training, webinars, meetings, conferences, professional development, etc., in order to ensure that the most accurate information is being provided to our customers.
Responsible for basic knowledge of rules/policies of other offices on campus such as Housing, Access Office, New Student Programs, Student Life, Cowell Health Center, Drahmann Advising Center, in order to act as liaison between offices to resolve outstanding issues for our customers; proactively follow up with departments and families to ensure timely resolution and closure of items. Work with department managers of the above offices to create training opportunities for One Stop staff to provide support for other universitybusiness offices, seasonally and as needed. Remain in constant communication with all appropriate departments to coordinate key dates/deadlines; update One Stop Master Calendar daily.
First point of contact for any customer service and/or policyrelated issues that need to be escalated to the next level for resolution. First point of contact for managers of other departments who have difficult or sensitive situations that may need involvement of the One Stop. Responsible for working with business managers and colleagues within the campus community to research and independently resolve sensitive situations and issues in a timely and professional manner. Responsible for constant and thorough followthrough on all customer concerns and questions.
Responsible for thorough testing of software, prior to updates and installed patches/fixes; includes knowledge of eCampus (view only) for historical purposes, Transact Payment Portal, Slate (new applicants) and assisting with the implementation, daily use and maintenance of Workday Student. Be cognizant of how improved technology can allow our customers to be selfsufficient and how Workday Student and other software improvements can change the way students utilize our systems.

outgoing information through chatbots, text messaging, web updates.

Thorough knowledge of all software and tools necessary to accurately send communications; ability to track data including open rates, customer replies, and customer completion rates based on requests; ability to thoroughly test all communication tools and software to ensure accuracy, reporting all issues and resolutions as needed.

Responsible for leadership and management-related tasks and running the department, without assistance, on a daily basis.
Consistently report to Director the growing needs of the customers and provide examples of how the use of all software (including Workday Student and Transact) should be configured to address the changing atmosphere of today's customer needs.
Creating ideas and processes for constant and consistent cross