Student Support Professional

HFC presents an opportunity for a Student Support Professional.

The Student Support Professional (SSP) is an essential part of the Enrollment Services One Stop team that serves all prospective and current students and graduates of HFC, offering personalized help on various personalized help on a variety of topics in one convenient location.

The Enrollment Services One Stop, housed in the Welcome Center, is an innovative enrollment services operation, one of the first one-stop service centers among community colleges. Our cross‑trained staff offers a comprehensive one-stop enrollment service to students. The Student Support Professionals are cross‑trained to represent multiple enrollment‑related offices and can answer and problem‑solve all enrollment‑related topics. The environment incorporates self‑service options, as well as teaching and learning opportunities for students.

Student Support Professionals answer student questions while teaching students how to use self‑service tools and assisting students with all enrollment services needs in one place, allowing students to avoid visiting multiple offices. For more complex issues, staff has direct access to other staff members with specialized expertise who can help. Student Support Professionals are cross‑trained experts in the following areas at a minimum:

• Admissions
• Course Placement
• Student Records
• Billing
• Financial Aid
• Registration

The Student Support Professional is responsible for providing the front‑line enrollment service either face‑to‑face, on the phone, or electronically via chat or other electronic means such as Zoom or Microsoft Teams. It is expected that the Student Support Professional can answer 90% of the enrollment services questions presented to them. The remaining 10% are expected to be handled by the Enrollment Services support team members.

It is expected that the Student Support Professional answers questions, interacts with students and colleagues, inputs data, and handles all documents and information with professionalism and accuracy.

Individuals in this role will communicate all necessary information and assist and counsel students with enrollment transactions, including but not limited to admissions, orientation, assessment, registration, records, financial aid, and student account‑related matters. This individual will be a key individual that faculty, staff, and students will seek guidance on enrollment service matters. Student Support Professionals are expected to provide on the‑spot services in real‑time and follow up as needed to bring closure to any unresolved student matters.

This position requires substantial face‑to‑face student service and dynamic interactions with students and colleagues. To do so effectively, the Student Support Professional will be moving or standing for a major portion of the workday. Because this is a high visibility student‑facing position involving multi‑faceted cross‑training, it requires a high level of competence, accuracy, and exceptional customer service, and the Student Support Professional will be continually assessed with respect to their performance, contributions to the team environment, accuracy, and professionalism.

Tuesday, Wednesday and Friday: 8:00 am – 4:30 pm and Monday and Thursday 10:00 am – 6:30 pm. Schedule changes will be determined and finalized with the supervisor at the time of hire and may change based on departmental needs and the College’s operations.

• An associate degree from a regionally accredited institution or a combination of college‑level education plus experience may be considered.
• At least two years of related work experience in a post‑secondary enrollment services or student affairs office is required.
• Experience interpreting and explaining school/office policies and procedures.
• Experience working with an integrated administrative computer software system.
• Minimum of two years of customer service experience.
• Live writing sample may be required.

• Oral Communication – Expresses information (for example, ideas or facts) to…