Office Professional - Registrar's Office; On Site - University Center, MI

Position Accountabilities and

Essential Functions:

The successful candidate must demonstrate experience, skills, and commitment to fostering an environment of belonging, diversity, equity and inclusion in students, faculty and staff.

The Office Professional – Registrar's Office serves as the Registrar's Office front desk person and must provide exceptional customer service via phone, email and in-person especially during peak registration periods. This position also has duties in processing changes and maintaining student records and databases. A high level of complex, responsible, and confidential duties are performed in developing, processing, and maintaining student records and databases, which provide students, faculty, and staff with accurate and timely information.

Key functions of this role will be processing record update request forms and providing backup to multiple office staff, including but not limited to assisting with incoming transcript and credit evaluations as well as graduation and validation audits. This role will also assist with the registration of various cohorts of students including dual enrollment and student athletes. The ability to multi‑task in a fast‑paced environment utilizing technology, managing multiple systems and responding to incoming calls/walk‑in traffic is a necessity.

Attention to detail is key in processing Registrar's Office forms and record changes. This position will work in an environment of teamwork and serve as a point of contact for face‑to‑face, e‑mail, and phone services, handling general to complex inquiries, transactions and customer service problems. This position will need to interpret and apply knowledge of applicable policies and procedures in providing courteous and professional customer service.

This position will be an integral part of the office and will be cross trained in multiple functions of the Registrar's office as well as key functions of other SES Offices. A broad understanding of FERPA, Solomon and other state and institutional policies governing access and release of student records is necessary. Included in this position is evening and occasional weekend hours.

• Serve as one of the main front desk staff, providing general student services support including, but not limited to assisting students with connecting to other offices; resolving MFA and password resets; facilitating and troubleshooting registration and add/drop issues; providing transcript, validation, and graduation information.
• Provide high‑quality point‑of‑service customer service via phone, email and in‑person daily, which increases during peak registration periods.
• Handle complex, cross‑departmental student issues and work to facilitate resolution for students and departments within established guidelines; recognize when an issue should be referred and make an appropriate referral to facilitate continued problem‑solving or assistance of student and department.
• Assist students in learning the various aspects of using Student Self‑Service for registration, student information and acceptance of financial agreement and financial aid.
• Team members share responsibility for registration email inbox and share responsibility for student registration assistance which requires extensive knowledge of add/drop, waitlist, and refund policies and procedures.
• Update records, process basic Registrar's Office request forms and scan documents for the office. Forms may include name changes, address changes, and program of study updates.
• Process course registrations for all student types, including for student‑athlete registrations and dual‑enrollment cohort registrations.
• Process articulation credits, other incoming credits, transcript evaluations, and other related tasks as assigned.
• Process initial graduation audits to ensure students have met requirements.
• Responsible for the evaluation of incoming credit for coursework taken at other institutions including Advanced Placement, CLEP examinations, specific training programs, military credit into college credit, CEU's and other…