Enrollment Services Welcome Center Technician

Enrollment Services Welcome Center Technician Why Join WCC?

• Generous Paid Time Off on top of 12 Paid Holidays
• Affordable & Comprehensive Health, Dental, Life & Vision Insurance
• 4:1 Employer Match for Retirement
• WCC Tuition paid for you AND your dependents
• Tuition reimbursement for colleges outside WCC

The Enrollment Services Welcome Center Technician will facilitate and support daily operations of the Office of Enrollment Services focusing on leading all customer service initiatives, providing the highest level of customer service to students, staff, and community, guiding students through the enrollment/registration process, and performing all related Enrollment Services functions.

• Act as WCC's primary contact by supporting students, staff, and community members at the Welcome Center counter, through the College's primary phone line, via Zoom, and through the College's primary email address.
• Provide exceptional customer service to students, staff, and the community both in person and remotely utilizing various technologies. The technologies may include, but are not limited to Teams, Chat software, Banner SIS, Salesforce Target X, Parchment, Zoom, Outlook, Texting, and Avaya Call Center Phone System.
• Analyze, troubleshoot, and resolve general and high priority issues by collaborating with team members and appropriate college offices to ensure that students, staff, and community receive the highest quality of service.
• Serve as a cross-trained front-line representative providing customer service support to troubleshoot individual needs and ensure that the customer is either assisted through the process or triaged to the appropriate service.
• Provide Enrollment Services and Student Record support including, but not limited to:
  Assisting students with applying to the college and completing the admissions process.
• Complete identity and residency verification to determine identity and assigned tuition rate.
• Resolving financial concerns related to payments, holds, refunds, appeals or financial aid.
• Scheduling the appropriate advisement appointments / drop-ins.
• Facilitating registration / scheduling support and troubleshooting add / drop issues.
• Providing graduation application information, transcript requests, and student record updates.
• Authorizing placement test retakes at the request of Testing Center management.
• Identifying appropriate WCC services / contacts to answer general questions related to services, events, and resources; utilize College systems such as EMS to identify appropriate contact.
• Work closely with student services / instructional teams to assist with various initiatives, programs, and projects.
• Assist with non-credit course registration and processing of the Emeritus scholarship for qualified applicants.
• Demonstrate a high level of critical thinking to research solutions to questions or issues and effectively communicate action items to customers.
• Communicate in a clear, concise and timely manner.
• Document all interactions in appropriate student management system and run reports / interpret data as requested.
• Maintain confidentiality to process enrollment information in compliance with Family Educational Rights and Privacy Act (FERPA) provisions.
• Knowledge of current federal, state, and institutional programs, regulations, policies and procedures.
• Attend Enrollment Management departmental training; assist with projects and events as requested.
• Coordinate with other staff to continually evaluate and immediately adjust to the changing needs within the office (answering phones, counter, job duties, etc.) to provide exceptional customer service.

• Serve as a primary responsible team leader for one of the following records processes: (serve as secondary responsible team leader for a second process.) Enrollment Verifications.
• Field various external requests that require college research and authorizations.
• Work/Property in District:
  Evaluate technical calculations to determine eligibility for tuition reduction.
• Complete outgoing calling campaigns to support student registration and retention initiatives.
• Provide training as needed to students, faculty,…