Specialist, Student

Overview

This position will serve as the in-person service point for students, providing comprehensive support across various campus services. The role utilizes technical platforms such as Banner SIS, Element
451 CRM, queue management systems, and the TDX knowledge base to enhance service delivery, including but not limited to admissions, financial aid, registration, and student accounts. The position focuses on delivering exceptional customer service and creating a seamless experience for students navigating essential and other college-related services. This role works with prospective, admitted, and current students to provide detailed information about and help with all student services processes from admission through enrollment and applying for graduation, ensuring a seamless and customer-service-oriented experience.

Associate’s degree or 60 transferable college credits with two (2) years of experience, or a high school diploma with four (4) years of experience working with students or customers in a service-oriented environment. Experience in higher education settings such as one-stop centers, enrollment services, admissions, financial aid, registrar’s office, or bursar/student accounts preferred. Proficiency in using student or organizational information systems for accessing and updating student records, customer relationship management (CRM) tools for tracking student engagement and outreach, queue management systems for managing student service flow, and knowledge base platforms for providing accurate and timely information to students.

Familiarity with Microsoft Office (Word, Excel, PowerPoint, Teams, One Drive) preferred. Strong technical aptitude with the ability to navigate multiple digital platforms, interpret data, and troubleshoot common system issues. Bachelor’s degree preferred.

Compensation within the posted range is determined by a candidate's education level and/or years of experience in the field. Generally, employees are hired in the lower third of the scale.

• Serve as the primary point of service for students, utilizing in-depth knowledge of admissions, bursars, registrar, and financial aid to provide accurate information and support.
• Assist prospective students with their admission application and resolving questions related to admissions, and their journey with CCBC.
• Guide new admits through the enrollment process.
• Triage student questions to ensure advising appointments are only scheduled when necessary, utilizing an appointment system such as SARS Anywhere, Element
  451 CRM, or another queuing system. Resolve questions quickly when possible and assign the appropriate advisor for appointments when needed. Ensure students are connected with their assigned academic advisor and schedule follow-up appointments as necessary.
• Ensure students’ records are accurate within Banner SIS and Element 451 CRM and assist them with updating their records as needed.
• Check in students for their appointments with other services on campus.
• Utilize the student information system, Banner, to analyze and clarify student accounts, financial aid packages, and payment options, ensuring students receive clear and actionable information to complete their financial aid processes and accept awards.
• Educate students about the benefits and requirements for federal and state financial aid and help them apply for aid via the FAFSA.
• Utilize Banner SIS for student registration by assisting students with course selection, registration processes, and ensuring accurate enrollment data. Use Banner Xtender to scan, index, and manage student records, ensuring all documents are properly filed and easily accessible for future reference, while maintaining data integrity and confidentiality.
• Resolve problems that the student has related to enrollment, payment, retention, and graduation processes.
• Navigate confidential student information across multiple systems, ensuring compliance with relevant regulations and privacy standards.
• Collaborate effectively with colleagues in Instruction, Student & Academic Affairs, Student Finance, and Enrollment Services, facilitating smooth interactions between students and other departments to enhance service delivery.
• Document interactions with students accurately and thoroughly in Element
  451 CRM, tracking and maintaining records of inquiries, responses, and any follow-up actions taken.
• Escalate queries and concerns as necessary to ensure timely resolution and effective support for students.
• Participate in software, process, and skill training and professional development. This includes, but is not limited to local, state, and federal compliance regulations. Attend, and occasionally lead, job specific workshops, conferences, trainings, and other professional development opportunities.