Enrollment Service Representative - Santa Clara, United States - The Santa Clara University

Description

**Position Title:**

Enrollment Service Representative**Position Type:**

Regular****

**Salary Range:**

$21.06 to $24.21 per hour; commensurate with experience

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**Pay Frequency:**

Hourly**A. POSITION PURPOSE**

The position of Enrollment Services Representative is vital to the operation of the SCU One Stop Office and to the University. The One Stop is heavily customer-service oriented and the Enrollment Services Representative position serves as a customers first interaction with the University. Accurate, friendly and professional communication with customers is of paramount importance as it sets the expectation and offers a lasting impression. Under supervision of the Manager, One Stop Enrollment Services Center, this position is responsible for providing superior customer service in a One Stop atmosphere, to undergraduate and graduate students and their families. The position will be cross-trained to primarily assist students with bursar, financial aid and registrar-related transactions, and also other university-business matters as needed.

**B. ESSENTIAL DUTIES AND RESPONSIBILITIES**

1. Provides superior customer service to the University community through interactions and transactions representing the Bursars Office, Financial Aid Office and Office of the Registrar, and other university-business offices as needed. The customer base serviced are University students (undergraduate students, graduate students and law students) and their families, faculty, staff and third party vendors. Also, works closely with other Enrollment Services staff and student assistants to professionally and accurately respond to and address questions in a timely manner. Responsible for attending training sessions in addition to providing constant training for the departments student workers.

A. Financial aid issues will include tasks such as counseling about University, state and federal programs, deadlines and processes; coordination and explanation of aid eligibility, awards and disbursement; collection of verification and special circumstances materials; thorough understanding of third party web sites and online processes to assist customers with detailed online requirements such as FAFSA, loan applications, promissory notes, online counseling and verification DRT process; handle requests for eligibility confirmation for outside agencies; use professional judgment and sound business decisions to assess student hardships and their potential eligibility for additional types of aid.

B. Bursar issues will include tasks such as providing thorough audit of student account, providing detailed information for resolving issues related to accounts, charges, payments, etc.; thorough understanding of CASHNet Payment Software in order to guide students and parents through Authorized User set-up, on-line payment and payment plan procedures; applying University policy with regard to receipt and posting of payments; familiarity with financial aid regulations relevant to student enrollment status for issuing refunds; taking payments in the form of cash and negotiable items; proper accounting of incoming cash as a loss prevention tool, strict end-of-day balancing procedures for payments processed, up to $3M per day during peak times.

C. Registrar issues will include tasks such as providing information about on-line transcript and enrollment verification requests; advising students on financial aid impacts of registration changes; handling issues concerning online registration; thorough knowledge of student eCampus portal in order to assist students with degree audit, 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.

D. 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 (both as a trainer and a trainee) in daily, weekly, monthly and quarterly training related to all of the above offices, including on-the-job training, webinars, meetings, conferences, etc., in order to ensure that the most accurate information is being provided to our customers. This requires a strong command of PeopleSoft (Bursar, Registrar and Financial Aid panels) and Workday.

E. 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; pro-actively follow up with departments and families to ensure timely resolution and closure of items.

F. Work in concert with the Co-Enrollment Services Specialist(s) and teammates to ensure consistent and proper front-desk coverage and professional lobby environment.

G. Model the way, lead by example and exhibit self-confidence when assisting customers with difficult questions and when resolving issues, in an effort to train student assistants.

**C. PROVIDES WORK DIRECTION**

Receives work direction from Manager of Enrollment Services

**D. GENERAL GUIDELINES**

1. Recommends initiatives and implements changes to improve quality and services.

2. Identifies and determines cause of problems; develops and presents recommendations for improvement of established processes and practices.

3. Maintains contact with customers and solicits feedback for improved services.

4. Maximizes productivity through use of appropriate tools; planned training and performance initiatives.

5. Researches and develops resources that create timely and efficient workflow. 6. Prepares progress reports; informs supervisor of project status; and deviation from goals. Ensures completeness, accuracy and timeliness of all operational functions.

7. Prepares and submits reports as requested and required.

8. Develops and implements guidelines to support the functions of the unit.

**E. QUALIFICATIONS**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.

This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.

**1. Knowledge**

Understanding and support of the Jesuit tradition of education and a commitment to the fundamental values of service to others, community, and diversity as well as commitment to and demonstrations of skills, knowledge, and awareness to service the unique needs of the diverse community of Santa Clara University.

**2. Skills**

Strong written and oral communication skills.

Strong organizational skills including time management, attention to detail, multitasking with accuracy and speed, timely project completion and professional business ethics.

Exceptional interpersonal skills with the ability to influence and build working relationships among a diverse workforce at all levels.

Proficiency in MS Office and Google Suite required. Experience with PeopleSoft and Workday highly desirable.

Marketing, design and/or and social media experience highly preferred.

Commitment to superior customer service, both internal and external to the department, with demonstrated empathy and patience with families that are confronted with significant financial hardships and difficult life changes.

Self-motivated to perform tasks with minimal supervision in a high volume, dynamic environment.

Creative problem-solving and conflict resolution.

Sensitivity toward people of diverse social, cultural and ethnic backgrounds.

Experience handling large amounts of cash and negotiable items and accurately balancing cash drawers is preferred.

**3. Abilit