Admission and Enrollment Specialist II

Kent, Campa and Kate Inc. • Arlington, VA

11d • Onsite

About The Position

Kent, Campa and Kate Incorporated (KCK) is a federal contracting company that provides professional services to Government Agencies. We are currently seeking candidates for a full-time Admission and Enrollment Specialist II position in Arlington, VA supporting the National Foreign Affairs Training Center (NFATC), formerly the Foreign Service Institute (FSI). The Admission and Enrollment Specialist II position supports the The Office of the Registrar at NFATC. The REG Office establishes and enforces enrollment and admissions policies and procedures, serves as the clearinghouse for all enrollments into external training, operates and maintains a computer-based enrollment and training registration system, serves as the principal distance learning coordinator, provides services to support students, develops the annual Schedule of Courses, issues official transcripts, provides department student travel services, and administers payroll and long-term student time and attendance services.

Requirements

• Bachelor’s Degree and a minimum of 5 years professional office experience - OR - 3 years as an Admission and Enrollment Specialist I/Program Assistant II.
• Active Secret Security Clearance.
• Proficient use of office equipment, laptop, MS Office, and Google products.
• Experience with workflow systems such as ServiceNow, Peoplesoft, Salesforce, etc.

Nice To Haves

• Salesforce experience to include: Workflow Automation for Service, Approval Process Workflow, Public Sector Solutions, System navigation, Customer service ticketing, routing, and resolution
• Work experience in an educational or training institute.

Responsibilities

• Manage electronic, virtual, telephone, and in-person communication to students, training officers, and human resource officers to achieve timely contact and enrollment.
• Communicate course and/or records status to students and staff to ensure understanding.
• Advise students on educational opportunities, program eligibility requirements, academic policy, admission process, enrollment process, class attendance, transcript options, and crediting policies.
• Ensure students are aware of deadlines, application procedures, and tuition requirements.
• Analyze customer inquiries and direct customers to appropriate institutional resources.
• Obtain and retain information needed to provide accurate responses to customers.
• Assess complex student concerns, resolve discrepancies independently, and elevate difficult cases to team lead for assistance.
• Establish and maintain positive and effective communication channels with NFATC components, fostering interactions pertaining to student inquiries, complex course offerings with prerequisites, and course offering closeout.
• Accurately enter and maintain information in the Student Information System which is the official training record of the Department that populates numerous Department databases.
• Identify and resolve situations where the Student Information System does not have complete records.
• Interpret, articulate, and implement guidance; review documentation for the purpose of making admissions, enrollment, and tuition decisions according to policies and procedures.
• Using the Student Information System, technically review applications, including verifying eligibility, managing student admission, completion of required fields, enrollment into the necessary course required for a student’s assignment, track completions, generate transcripts, produce regular reports, and monitor metrics.
• Proactively conduct comprehensive reviews of pending actions related to the components, ensuring seamless course closeout procedures.
• Determine decision for tuition reimbursement for cancellations, incompletions, and no-shows within established guidelines.
• Exercise discretion in handling confidential and personnel-sensitive information, adhering to the Department of State’s protocols for Personal Identifiable Information (PII) identification and distribution.
• Develop and update reference materials work instructions, and process flowcharts.
• Work independently for most customer service cases.
• Manage assigned tasks in accordance with approved internal processes.
• Experience with workflow systems to include creating list views, establishing customer tickets, creating and running reports, and interpreting dashboard information.
• Execute intricate data entry across diverse applications, encompassing proprietary and non-proprietary tools like MS Office products, Google products, Cornerstone OnDemand, Skillsoft, Salesforce, Peoplesoft, and ServiceNow.
• Provide Tier 1 customer support to students and staff.
• Assist customer remotely to navigate an electronic process or website to include admission, enrollment, transcripts, and completions.
• Assists with stock answers for basic technical issues.
• Enter and manage customer service inquiries and tickets via Service Now, Microsoft, or Salesforce technology.
• Efficiently operate and assist customers with operating a computer, connection to WIFI, logging into a google meet, displaying digital signage, using a copier and scanner, along with other standard office equipment.
• Mentor and train new staff on policies, procedures, and technology.
• Encourage positive and professional relationships with colleagues and larger workplace.
• Demonstrate proficiency in collaborative teamwork as well as independent task management following approved internal procedures.
• Proactively seek professional development opportunities to increase knowledge, skills, and abilities to include Salesforce Training Badges.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level