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Enrollment Services Specialist I

Employer
Pellissippi State Community College
Location
Tennessee, United States
Salary
Salary Not Specified
Posted Date
Jul 20, 2022

View more

Position Type
Administrative, Student Affairs, Academic Advising & Academic Support Services, Admissions, Enrollment, Retention & Registrar, Financial Aid, Other Student Affairs, Student Activities & Services
Employment Type
Full Time
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Title: Enrollment Services Specialist I

Department: Enrollment Services

Number of Positions: 1

Classification: Campus mobile (3 days a week on campus, 2 remote)

Position #: 650700

Type of Appointment: Full-Time

FLSA Status: Non-Exempt

Required Documents Needed to Upload at Time of Application:
  • Resume
  • Unofficial Transcripts
  • Three Professional References (See below)
Reference check requirements:
  • Non-supervisory roles: three (3) current or former supervisors
  • Personal references (friends, co-workers, clergy, customers, relatives) are not considered acceptable references
About Pellissippi State Community College

Pellissippi State Community College is one of 40 institutions in the Tennessee Board of Regents system. TBR is the governing board of the College System of Tennessee, offering more than 400 programs of study at the state’s 13 community colleges, 27 colleges of applied technology and the online TN eCampus. The college serves an average of 10,000 students, making it the largest community college in Tennessee by enrollment. Pellissippi State Community College offers eligible employees a comprehensive benefits package that includes health, dental, vision, life insurance, retirement programs, time off including annual and sick leave, and much more.

In 2018, Pellissippi State became a member of an Achieve the Dream (ATD) three-year cohort adopting a theme of Start Strong, Stay Strong, Finish Strong for our work. Achieve the Dream has partnered with the program Integrated Student Experience at Pellissippi State (Insteps) to improve the fall-to-fall retention rates for full-time and part-time students by 13% in the next five years. Our vision is to ensure every student who attends Pellissippi State will develop a sense of belonging and confidence in their ability to succeed academically, grow intellectually, and make timely progress towards achieving their educational and vocational goals. If this is something that aligns with your values, we encourage you to apply.

Culture and Diversity

Knoxville claims a wide range of forward thinking national and international talents. The scholarly influence on the Knoxville metropolitan area bred literary greats including James Agee, Cormac McCarthy, and Nikki Giovanni. Knoxville is home to one of the largest sculptures dedicated to an African American in the country. Located in Haley Heritage Square is a 13-foot high bronze statue of author and Pulitzer Prize winner Alex Haley who chose to spend the last several years of his life in Knoxville. Renowned artists Beauford Delaney and Joseph Delaney hailed from Knoxville. Musicians Roy Acuff, Chet Atkins, the Everly Brothers, and RB Morris called Knoxville home during their careers. Women’s suffragist Lizzie Crozier French was active in the ratification of the 19th amendment and was born and raised in Knoxville.

The lasting influence of these artists and activists leaves the Knoxville area as a welcoming area to live and work. More about the area and support groups can be found at Visit Knoxville https://www.visitknoxville.com , the Beck Cultural Exchange Center https://www.beckcenter.net , the Knoxville Urban League https://thekaul.org , Knoxville City https://knoxvilletn.gov , Knox County https://knoxcounty.org , My Knox Village http://myknoxvillage.com/business-directory/wpbdp_category/special-needsdisability-services/ , Knox Pride https://knoxpride.com/equality , Centro Hispano de East TN https://www.centrohispanotn.org , and Knoxville chamber https://www.knoxvillechamber.com

Position Summary: This position is responsible for providing holistic, cross-trained, support to students, parents/families, and other campus community members in the onboarding areas of admissions, registration, financial aid, records and advising. Employees will carry knowledge of all aspects of Enrollment Services and the College, along with knowledge of their area of expertise and usage of the college computer systems for information retrieval and reporting.

Admissions responsibilities include, but are not limited to: application, advising of and assisting with holds, making any applicable testing appointments, making advising appointments, myPellissippi navigation, and assisting students with registering for new student orientation. Financial Aid responsibilities include but are not limited to: financial aid applications (FAFSA and State), reviewing outstanding requirements (verification), uploading documents, and advising of Financial Aid statuses. This position will assist with all Admissions, Records and Financial Aid Tier 1 and Tier 2 tasks (for a complete list please see attached). As the central contact for current students: advise students on how to get in contact with professors/administrators, advise on policies and general information. For visitors and all others: advise on school and community events. The position provides a student-focused, holistic approach to quality service in order to provide an exceptional, seamless service experience that supports student success and institutional goals of recruitment, retention and graduation.

Essential Functions:

55% Serve as the frontline customer service contact for Student Services.

· Assist students/parents with all onboarding/enrollment questions. Assess student needs and provide direct assistance to students in helping them apply to Pellissippi state, enroll in classes, collect documents, apply for funding and help them understand the appropriate forms, processes, and procedures for all areas of Enrollment Services.

· Provide individual assistance to students including but not limited to analyzing and troubleshooting individual needs and assisting with on-line self-service accounts (view/change their personal information, apply for financial aid: FAFSA, state aid and scholarship applications, complete needed requirements).

· Provide information to students, parents, staff, and general public regarding all enrollment and financial aid questions and/or requirements, including but not limited to myPellissippi navigation, transcripts, payments, advising, testing, orientation, secure document upload, alerts and general information about the college and events in person, via telephone, email, US mail, and on-line using extensive knowledge of FERPA, College policy, State, and Federal Regulations.

· Collect, scan, download and update financial aid documents via various forms of electronic or non-electronic submission.

· Work with each student holistically to create social belonging, build rapport and establish the Start Strong mentality to increase student success and retention.

· Educate student body by assisting at recruitment events throughout the year.

· Participate in scheduled phone and chat shifts and monitor phone queue. Respond to Start Strong emails, including those regarding specific financial aid, admissions, records and cashiering questions.

5% Function as a critical link or liaison between customers and PSCC by making referrals to student affairs, academic divisions, counselors, instructional staff and other PSCC staff members when needed.

15% Responsible for a specific area of focus/expertise within one of the following: Consortium Agreements, Knowledgebase, Communications, Student Ambassadors training, hiring and scheduling, and Spanish Translation/International Students. This area of focus will be concentrated on throughout the year and the individual over the focus will be in charge of all needed training of other staff members, outreach to students and updating all material to ensure accuracy and up to date information.

10% Participate in on-going training/professional development in the following areas; admissions, registration, financial aid, cashiering and advising.

10% Utilize applicable software programs/websites such as but not limited to: MyPellissippi, Banner (INB and SSB), Argos, BDMS, FAST, ETC, Studentaid.gov, TSAC portal, TNReconnect.gov, etc…and provide guidance to students/parents on how to navigate the applicable websites and assist students with accessing account information including, but not limited to: interpreting registration holds, providing prerequisite overrides, uploading secure documents, and clarifying financial aid and admissions requirements.

5% Other duties as assigned to support the Start Strong Center.

Note: The College reserves the right to change or reassign job duties, or combine positions at any time.

Key Results Areas:

-The total of students assisted virtually and in person in a timely and accurate manner.

-The number of students referred to other campus resources.

-Total calls, emails and chats compared to team averages.

-Average call duration compared team average.

-Graduation rates.

-Enrollment headcount.

-Overall retention rates for full time and part time students.

The goal for this position is to help the student holistically in one centralized location with all their questions.

Job Requirements:

Bachelor’s Degree and 2 years of call center or customer service experience, an Associate’s degree and 3 years of call center or customer service experience or a high school diploma and 5 years of call center or customer service experience is required for this position.

Must possess excellent communication, analytical thinking and problem-solving skills.

Must be able to work independently, making confident decisions, as well as serving as a team player.

(Part-time work experience is calculated at 50% credit of full-time work experience)

Preferred Qualifications:

Financial Aid experience

Banner experience

Demonstrated strong customer service experience is a plus.

Responsibility for Accuracy:

Typical errors encountered:

a. Advising a student regarding if they should drop a class due to their financial aid status. If the wrong advice is given, it can affect their aid and they could lose their Hope or state scholarship or federal aid. The student would need to complete a refund appeal, Satisfactory Academic Progress appeal or/and state aid appeal.

b. If the employee takes the incorrect documentation or if the documentation is not completed correctly, the student’s financial aid can be lost or delayed.

c. If a student submits the incorrect application they could be ineligible for financial aid or unable to proceed with a consortium.

d. If documentation is not collected for residency a student may be assessed out of state fees instead of in state fees.

Assisting a student with registering for a course outside their degree plan could delay their time to graduate and prevent the disbursement of financial aid.

Complexity & Creativity:

· Strong work ethic with excellent oral and verbal communication skills

· Interacting with a large group of diverse students makes interpersonal skills crucial for this position.

· Must be consistent in giving appropriate answers/guidance to students. Required to maintain knowledge of current policies, procedures, and standards to achieve consistency when helping students and families.

· Ability to prioritize while performing multiple tasks.

· This position requires confidentiality in all matters.

· Must be dependable.

· High degree of initiative and ability to work well independently and/or with a team is a must.

· Being proficient in a second language would be helpful, but is not required

Magnitude of Impact:

Student onboarding affects a multitude of departments within Student Affairs and the outcomes are evident immediately, within days or long-term depending on the issue. If difficult problems arise, an intervention would be appropriate from a supervisor. This position has contact with the following areas on a regular basis:

Financial Aid, Admissions/Records, Cashier, Advising, Counseling, Trio, Pellissippi Pantry, Veterans Services, Testing, Career Services, Disability Services, Helpdesk, Academic Support Services, Student Life & Recreation, Access and Diversity and Student Care and Advocacy.

Financial Impact: Inadequate job performance could result in loss of revenue from student attendance when questions are not answered in a timely fashion regarding the enrollment process (admission, financial aid, testing, advising). Inattentiveness causes error and improper entries, resulting in dissatisfied students, increased work, and effects employee morale.

Judgement and Decisions: With the appropriate training, this position requires the employee to make independent decisions as much as possible without the Director of the Start Strong Center’s approval.

This position is able to add and remove holds based on information in the account. The employee checks documents if needed and makes enrollment decisions based on what is seen on the account. This position provides overrides with appropriate documentation. Decisions are not reviewed, but employees must be diligent to ensure their actions are in the best interest of the student and the college.

Nature of Contacts: This position will have contact with the general public when they inquire about enrolling and with our current student population. This position must work with other departments on campus (Records, Financial Aid, Communications Center, Advising, New Student Orientation) on a regular basis. This position will also interact with academic departments regarding students or policies and procedures.

The majority of interactions with others involves providing essential information to current and prospective students, as well as, college visitors and community members. In order to distribute correct information, we communicate with other departments within the college on a regular basis

Physical Demands: This position requires that an employee be able to stand and sit for lengths of 30 minutes or more. Employees must be able to stand up and sit down frequently as they are working with students. Employees should be able to bend, turn and lift up to 15 pounds. During peak times, June, July and August employees may be on their feet for the duration of their shift (7.5 hours) without much time to sit between students.

Hazards: Employees could develop wrist or hand issues from typing and using a computer. Employees could develop some lower back, neck and shoulder pain from constantly standing and sitting. Additionally, employees are standing on concrete a large part of their day so may develop foot, knee or back pain and swelling. Employees are working with large amounts of different people every day so may be at a higher risk of getting the common cold, flu or viruses.

Pay Rate: $31,770 - $38,730.00/per year. Pay will be determined based on related work experience above required. To be considered in determining pay, all related work experience must be listed on the application.

Full-time Employment Benefits:

• Insurance Options Health, dental, vision, life, short/long-term disability, FSA/HSA Wellness Incentive Program, if enrolled in health plan

• Educational Assistance Fee Waiver Spouse/Dependent discounts Audit/Non-Credit Reimbursement Program

• Employee Assistance Program

• Retirement options Tennessee traditional pension plan option (TCRS) 401k with $50 company match/457/403b

• Employee Discount program with over 900+companies

• 13 Paid Holidays/Year Includes paid days off the last week of December

• Sick Leave Bank

• Longevity Pay

• Many opportunities for professional development

Special Instructions to Applicants: To be considered for a position at Pellissippi State, you must create an on-line application. Your skills, abilities, qualifications, and years of experience will be evaluated using only what is recorded on your application. Work experience that is not listed on the application will not be considered towards compensation. Please note: attaching a resume does not substitute for completion of the application form. Part-time work experience is calculated at 50% of full-time experience. Please note: to scan, upload, or attach documents, a computer and scanner are available at the Hardin Valley Campus Educational Resources Center, if needed.

Pellissippi State Community College is an EEO/AA/Title VI/Title IX/Section 504/ADA employer

If you have any problems or questions please contact Human Resources at Pellissippi State Community College’s Human Resource Office at 865-694-6607 or by email at recruiting@pstcc.edu .

If you are interested in this position, click on the link to the left to apply.

#mrp

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