Enrollment Services Specialist

Position Title:Enrollment Services Specialist

Position Type:Regular

Hiring Range:

$28.03 - $33.65 per hour; commensurate with experience

Pay Frequency:Hourly A. POSITION PURPOSE

Under supervision of the Enrollment Services Manager, this position is responsible for providing superior customer service in a “One Stop” atmosphere, to undergraduate and graduate students and their families at the front counter, on the phone and through email. The position will be cross-trained to assist students with bursar, financial aid and registrar-related transactions and will be called upon to use independent judgment to advise and resolve student issues in each of the above areas.


B. ESSENTIAL DUTIES AND RESPONSIBILITIES – Depending on the position, may be responsible for some or all of the following:

1. Provides superior customer service to the University community through interactions and transactions representing the Bursar’s Office, Financial Aid Office and Office of the Registrar. The customer base represents 100% of the student population (undergraduate students, graduate students and law students) and their families, faculty, staff and third party vendors. 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 department’s student workers.

• 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 circumstance 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.
  
  
• 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 Transact Payment Software in order to guide students and parents through Authorized Payer 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; strict end-of-day balancing procedures for payments processed, up to $3M per day during peak times.
  
  
• 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 Workday portal in order to assist students with 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 (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.
  
  
• 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.
  
  
• Responsible for thorough testing of software, prior to updates and installed patches/fixes; includes Workday and CASHNet Transact.
  
  

2. Responsible for maintaining fiscal/financial requirements and ensuring the University remains in compliance with University Finance Office procedures and federal regulations.

• Act as liaison for Tuition Assistance Programs such as Stanford and EdAssist; communicate with staff and students to ensure compliance and receipt of timely payments.
  
  
• Act as liaison for specific 529 college savings programs and other third party payment vendors; prepare quarterly invoices as appropriate, and follow up to ensure accuracy and timely processing of payments.
  
  
• Act as liaison for Financial Aid Office Scholarship Processor for tracking financial aid scholarship checks that arrive in One Stop. Order/maintain office supplies, brochures, give-aways; remain within annual office budget constraints.
  
  

3. Responsible for creating and maintaining marketing and technology tools; awareness of our customer groups to best gear the use of technology toward both parents and students and each group’s level of expertise; create ongoing balance between in-person vs. electronic assistance.

• One Stop branding, web updates, social media advertising, online tutorials, brochures and use of technology to inform our customers about our office, what we do and how we can assist them without the need to visit or call the One Stop for assistance
  
  
• Develop creative outreach plans by utilizing print, email, web, social media, tablets, smart phones, etc. in order to get critical information (new rules, deadlines, etc.) to the customers.
  
  
• Create and maintain a vision of 24/7/365 assistance via Workday, mobile devices, tablets, chatbot, live chat, text messaging and other useful AI tools.
  
  
• Create and maintain digital artwork via Digital Media Management System for lobby slide show.
  
  
• Record productivity data and create statistical reports for the department; creating charts, reports, etc., to accurately document the cyclical phone, email and in-person traffic, for planning and staffing purposes.
  
  

4. Assist Enrollment Services Manager with leadership and management-related tasks and running the department, without assistance, on a daily basis.

• Fully responsible for all scheduling of office staff and student assistants to ensure proper coverage during peak times and absences; communicate updates and changes to Manager and Director; responsible for all aspects of the hiring process for student assistants, including processing of annual merit increases, compliance with minimum wage increases, processing/approving accurate time sheets, coordinating and presenting at quarterly student assistant meetings/training sessions, setting strict expectations/policies and creating communications tools for ensuring that proper expectations are met; coordinating Federal Work Study requirements; understanding and maintaining office budget constraints for student wages.
  
  
• Making management-level decisions, on the spot, without supervisory assistance; taking an autonomous approach to problem solving in order to provide the expected level of customer service and satisfaction.
  
  
• Contribute to the department as a leader by taking the initiative to use out-of-the-box, creative thinking in order to create new options and solutions for our customers, all while maintaining compliance within each of the three offices.
  
  
• Have an awareness of the busy cycles of the office and call upon staff members from the related offices for assistance, when appropriate, without direction from Manager or Lead.
  
  
• 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 other staff and student assistants.
  
  
• Create written policies and procedures, calendars, cheat sheets and training manuals as training occurs and updating web site and other marketing materials for the department.
  
  
• Represent the One Stop at meetings in and out of the University.
  
  
• Cross trained to provide back-up support for other staff; maintain up-to-date training and current knowledge of marketing and technology tools such as updating data on the web, lobby slideshow, social media, brochures and give-aways.
  
  

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.
  
  
• Maintain consistent attendance and punctuality in the office to support team collaboration and ensure operational efficiency.
  
  
• Strong organizational skills including time management, attention to detail, multitasking with accuracy and speed, and timely project completion.
  
  
• Exceptional interpersonal skills with the ability to influence and build working relationships among a diverse workforce at all levels.
  
  
• Proficiency in MS Word, Excel and Powerpoint required. Experience with Workday, Slate, Slack and Google Workspace highly desirable.
  
  
• Marketing, website design and social media experience preferred; may be required in some positions.
  
  
• 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 negotiable items and accurately balancing daily ledgers, reconciling daily cashiering and completing accurate deposits is preferred.
  
  

3. Abilities

• Demonstrated ability to manage multiple tasks in a fast-paced work environment.
  
  
• Ability to exercise sound judgment and discretion when making management-level decisions that have positive outcomes for both the customer and the University; must demonstrate mature, autonomous decision-making skills.
  
  
• Ability to appropriately handle confidential information.
  
  
• Ability to maintain positive working relationships and open, professional communication with staff in three related office.
  
  
• Willing to work as part of team and understand the importance of team work.
  
  
• Ability to understand complex rules and regulations of all three offices at an advanced level, allowing for the ability to make appropriate, management-level decisions with confidence, without direct supervision from Manager or Lead.
  
  

4. Education

Bachelor's degree required or commensurate years of experience.


5. Years of Experience

0-3 years of work experience in a customer service and/or field with significant financial aid, enrollment, billing, reconciliation experience.


Required Experience

• Decision-making experience
  
  
• Loss prevention experience
  
  

F. PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment; Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.

• Considerable time is spent at a desk using a computer terminal.
  
  
• May be required to travel to other buildings on the campus.
  
  
• May be required to attend conference and training sessions within Bay Area or in- or out-of-state locations.
  
  
• May be required to occasionally travel to outside customers, venders or suppliers.
  
  

G. WORK ENVIRONMENT
The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.

• Typical office environment.
  
  
• Mostly indoor office environment with windows.
  
  
• Offices with equipment noise.
  
  
• Offices with frequent interruptions.
  
  

EEO Statement

​Equal Opportunity/Notice of Nondiscrimination

Santa Clara University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and California State laws, regulations, and executive orders regarding non-discrimination and affirmative action. Applications from members of historically underrepresented groups are especially encouraged. For a complete copy of Santa Clara University’s equal opportunity and nondiscrimination policies, see https://www.scu.edu/title-ix/policies-reports/

Telecommute

Santa Clara University is registered to do business in the following states: California, Nevada, Oregon, Washington, Arizona, and Illinois. Employees approved to telecommute are required to perform their work within one of these states.

Title IX of the Education Amendments of 1972

Santa Clara University does not discriminate in its employment practices or in its educational programs or activities on the basis of sex/gender, and prohibits retaliation against any person opposing discrimination or participating in any discrimination investigation or complaint process internally or externally. Information about Title IX can be found at www.scu.edu/title-ix . Information about Section 504 and the ADA Coordinator can be found at https://www.scu.edu/oae/ , (408) 554-4109, oae@scu.edu . Inquiries can also be made to the Assistant Secretary of Education within the Office for Civil Rights (OCR).

Clery Notice of Availability

Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services website . To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.

Americans with Disabilities Act

Santa Clara University affirms its commitment to employ qualified individuals with disabilities within the workplace and to comply with the Americans with Disability Act. All applicants desiring an accommodation should contact the Department of Human Resources , and 408-554-5750 and request to speak to Indu Ahluwalia by phone at 408-554-5750 or by email at iahluwalia@scu.edu.