- Coordinate the student enrollment process in collaboration with other college departments including Enrollment Services, Information Technology, Advancement and Academics
- Provide exemplary front-line customer service to WDC students and corporate clients
- Demonstrate expertise in accurately and effectively conveying information for the complete portfolio of WDC program offerings.
- Event coordination, as needed
- Provide coordination of WDC programs in partnership with WDC Business managers/Assistant Business Mangers in order to facilitate the execution of all college-required processes while providing outstanding customer service to our clients.
- Manage and maintain accurate and complete student enrollment and billing records and processes as required by College governance, as well as all laws, policies and administrative regulations in order to keep accurate information.
- Adjust working hours to meet client needs and/or support College. This position requires flexibility in schedule to cover morning and evening customer service.
- Meet quality metrics each term for enrollment packet processing and accuracy completion
- Meet quality metrics each term for enrollment packet processing accuracy and completion
- Assist in providing facility oversight, including coordination of classroom use, ensuring rooms are prepared for scheduled classes, and submitting facility maintenance requests and opening/closing the building as required
- Manage and maintain accounts receivable and aging processes and reports and deploy system for delinquent payment reminders, send to finance where appropriate
- Process/scan all payments received and perform daily reconciliation as required and prepare deposits
- Facilitate refunds, where appropriate
- Create clients/customers in Colleague and new organizations/companies and manage company portals
- Demonstrate knowledge of and follow strict cash control and audit procedures of financial operations processes
- Collect and organize program, student, and financial information and create/run reports as requested
- Grant/scholarship process coordination, verification and disbursement
- Assist with social media posts on WDC's social media pages
- Other duties and responsibilities as assigned.
- Associate's degree.
- Two (2) years previous customer service and billing experience in a high volume environment
- Demonstrated competency in
- Valid Driver's license, ability to commute between college campuses/locations.
- One to two year(s) previous experience in administration and/or student services within an institution of higher education.
- Prior experience in using the Colleague ERP (by Ellucian, formerly known as Datatel).
- Experience with Customer Relationship Management systems.
- Experience in marketing a product or experience.
- Exemplary verbal and written communication skills.
- Possess excellent interpersonal skills and demonstrated ability to communicate/interact effectively with a diverse professional, community, and student population to provide a good impression of the College.
- Demonstrated ability to be self-motivated, work independently, and be a team player, pay attention to detail, maintain confidentiality, and meet project deadlines.
- Excellent customer service skills in problem solving, analytical, decision-making, project management skills, and time management.
- Possess the ability to be innovative with demonstrated commitment to organizational effectiveness.
- Ability and willingness to work with customers and students of various abilities and diverse backgrounds.
- Ability to prioritize work effectively and efficiently.
- Demonstrated sensitivity to students with diverse academic, socio-economic, cultural, and ethnic backgrounds and students with disabilities.
- Ability to work under fast-paced and changing conditions.
- Familiarity with invoicing and account management.
- Effective Communication /
- Accuracy: measured by errors in processing, peer review, system audits
- Timeliness: measured response time to returned/revised work (length of time in queue), customer feedback
- Efficiency: measured by packets/processes completed daily/weekly/monthly
- Overall Financial Performance of
- Physical Requirements:
- Ability to lift/move packages (up to 25 lbs.) on an intermittent basis
- Medical Insurance (PPO- employer covers up to 92% of the premium, HDHP- employer covers 100% of the premium)
- Dental Insurance (employer covers 100% of the premium)
- Vision Insurance
- NO WAITING PERIODS Medical, Vision and Dental benefits are effective from day one of employment
- Flexible Spending Accounts and Health Savings Account (employer contributions)
- Short-
- Life Insurance and AD&D Insurance (employer paid)
- Supplemental Life Insurance, Critical Illness and Accident: Optional at employee expense
- Pet Insurance
- Employee Assistance Plan for employees, spouse and dependents
- Tuition Waiver for employees, spouse and dependents
- Tuition Reimbursement
- Free parking
- 10 annual paid holidays in addition to generous paid time off options including vacation, sick, personal leave, and winter season days.
- Employees at Cincinnati State qualifies for Public Service Loan Forgiveness
client management specialist - Cincinnati, OH, United States - Cincinnati State
Description
Client Management Specialist - Workforce Development Center (WDC)Overview:
Cincinnati State's Workforce Development Center (WDC) is the region's premier workforce training provider. Located at the Evendale campus, this division serves local businesses and individual students in developing industry-relevant skills for today's changing
workplace.
As a separate profit center, the WDC supports the college mission by offering custom, fast-paced programs that help people gain skills quickly and set them up for future professional and academic success.
The Client Management Specialist (CMS) reports to the Operations Manager, WDC, and works as a critical member of a small, cross-functional team that acts as the first point of contact for workforce customers and executes the key administrative and financial processing/reporting and coordination of all programming offered through the WDC.
At the center, WDC Business Managers are responsible for developing and executing the training programs, and the CMS position provides the administrative support to ensure these programs' success.
These support tasks include direct customer service, space and training scheduling, generating and processing registrations, client invoicing and WDC related bursar functions, extensive problem solving, and providing overall administrative support for the division.
Essential Duties:
WDC Registration/ Client Management
Minimum Qualifications:
Microsoft Office:
Advanced proficiency in Outlook, Excel, Word, and PowerPoint, functional proficiency in Access.
Preferred Qualifications:
Desired Competencies:
Key Performance Indicators (KPI):
In order to provide clear expectations and promote the CMS's success, several performance measures have been established.
The indicators and the measurements used to evaluate them include the following:
Customer Service:
measured by accolades/complaints by customers both internal and external
WDC:
measured through monthly financial reports of gross revenue, net position and state subsidy.
Reports To:
WDC Operations Manager
Position Level:
Client Management Specialist
Comp
Range:
$25.31
Pay Grade: 20
Contract Affiliation:
SEIU
Status:
FT
Classification:
Non-Exempt
Benefits:
Cincinnati State provides employees with high quality and cost-effective benefits with a variety of options:
Term Disability:
Offering 60% of your salary with a max of $500 weekly
Retirement:
As a Cincinnati State employee, and an employee of an Ohio public institution, you will not contribute to the Federal Social Security system.
Instead, our employees will contribute to a State Retirement Plan (SERS or STRS) or an Alternative Retirement Plan (ARP): 403B and/or Deferred Compensation Program 457 Plan.
EOE- Committed to Creating a Diverse and Inclusive Work Environment
Cincinnati State Technical and Community College, as well as its individual academic divisions, is committed to a policy of equal opportunity in all its activities and programs, including employment and promotion.
It does not discriminate on the basis of race, color, national, or ethnic origin, citizenship status, religion, sex, sexual-orientation, age, physical disabilities, veteran or marital status.