Records Services Representative, Student

STUDENT CENTRAL (BL-SCTR-IUBLA)

Office of Enrollment Management (OEM) serves Indiana University Bloomington by recruiting, enrolling, and serving students. We are deeply committed to transforming students' lives through access, engagement, and success while becoming the most innovative, strategic, and visionary enrollment management team in the nation. With a strong commitment to belonging, access and opportunity, OEM works with campus partners to make IU Bloomington the best university possible.

Student Central is a centralized unit that provides comprehensive customer service to prospective and current students with regard to their financial aid, Bursar account, scholarship, class registrations, and other general questions. Services are offered in person, by telephone, by email, or online.

• Provides front-line counseling, superior customer service and support, and holistic problem resolution in the areas of financial aid, student accounts, and student records.
• Provides information and services relative to policies, processes and procedures to prospective, current, and former students, parents, and third parties and performs other duties as assigned.
• Troubleshoots students' questions and resolve complex issues that may cross over several department.
• Answers questions about scholarship criteria, deadlines and application process.
• Oversees the processing and evaluation of all applications for admissions into that school and accompanying material, such as transcripts to determine eligibility.
• Reviews applications for completeness, contacts applications for any missing information or to resolve discrepancies and obtains any necessary information from other sources.
• Makes recommendations regarding admissions and financial aid decisions, contacts applicant regarding the decision on the admissions application.
• Responds to phone and email inquiries on admissions process and status of applications; may assist in the design of recruiting events and materials.
• Counsels potential students regarding courses and grades required for admission.
• Maintains files and databases on students admitted into the school; generates reports based on this information.

• Interprets and explains a wide range of university and governmental policies and procedures involving official records and/or student loans to students, faculty, parents, and the general public.
• Processes and maintains official records; answers specific questions regarding records; ensures that records are accurate and complete; and investigates and resolves any questions or discrepancies.
• May process, approve, and issue short term loans and/or official documents including transcripts, student loan deferments, and insurance forms after determining student eligibility.
• Responds to requests for information; determines appropriateness of release of information under well established university and federal policies; transmits information, if appropriate.
• Distributes and collects forms from walk-in clients; sets up staff appointments, if needed.
• Monitors any changes to student files; updates as new information is received. Develops and maintains files and databases.
• Responds to student inquiries regarding status of account. Provides technical direction to part-time student staff.
• May certify completion of degree requirements.

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

• High school diploma or equivalent (such as HSED or GED)

• 2 years in customer service, higher education, or related field

• Experience in a position that required a high level of organizational skills, attention to detail, and tact and diplomacy

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrates time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Highly thorough and dependable
• Demonstrates…