Enrollment and Student Access Specialist (S03906)

Montgomery College

10h•$26 - $34•Hybrid

About The Position

Montgomery College, Rockville Campus, has an immediate need for a Full-time Enrollment and Student Access Specialist in the Raptor Central Call Center. The work schedule is Monday, Wednesday, Thursday, and Friday 8:30 a.m. to 5:00 p.m., Tuesday 10:00 a.m. to 6:30 p.m. with evening and weekend hours, depending on the needs of the unit. This is a Bargaining, non-exempt, grade 23. Non-exempt positions are not eligible to work a secondary job at Montgomery College. This position is currently eligible for telework 1 day a week. This eligibility is subject to change based on the needs of the unit. Montgomery College promotes and creates a working and learning environment rooted in the basic tenets of fairness, belonging, and inclusiveness. Duties include but are not limited to: As a frontline contact, publicly represent Montgomery College by creating and maintaining a favorable image and serving as a reference source for the College-wide information. Expand public awareness of Montgomery College's programs and services and provide accurate information. Evaluate and respond to email and telephone College-wide information inquiries from current students, prospective students, staff, faculty, and the general public regarding college-wide programs and services. Educate and assist with onboarding and enrollment (admissions, assessment/placement requirements, advising, enrollment, records and registration) processes and procedures. Educate and assist students with navigating the College website and all aspects of the student portal. Analyze student inquiries and advocate for their resolution. Anticipate and define student problems, troubleshoot issues and recommend procedures to improve organizational performance. Analyze College-wide communications both internal and external and confer with departments to refine content and information delivery.

Requirements

Associate degree, or combination of education, training and experience providing understanding of the field.
Two years of experience working admissions, enrollment services, assessments, records and registration, or other enrollment related office.
Demonstrated knowledge of student services areas, with emphasis on the enrollment and records and registration, student confidentiality, the Family Educational Rights and Privacy Act (FERPA), College policies, procedures, programs, and services.
Comprehensive customer service skills and familiarity with conflict management techniques.
Experience communicating policies and procedures to diverse audiences in a call center or student services environment.
Experience drafting or reviewing written communications for accuracy and clarity (e.g., email/chat responses and/or website content).
Demonstrated proficiency in using a personal computer, integrated software systems, and office applications used at the College (MS Outlook, MS Word, MS Excel and MS PowerPoint, the Internet, or other packages, as required by the supervisor).
Proficient in the use of Banner or other student information system.

Nice To Haves

Bachelor’s degree or higher
Two or more years of customer service experience
Experience working with the public in a busy inbound and outreach call environment.
Experience working in a diverse, multicultural environment.
Cover letter included with resume
Strongly preferred: bilingual in one of the most common second languages spoken in the county (Spanish, Chinese, Vietnamese, French, Amharic)

Responsibilities

As a frontline contact, publicly represent Montgomery College by creating and maintaining a favorable image and serving as a reference source for the College-wide information.
Expand public awareness of Montgomery College's programs and services and provide accurate information.
Evaluate and respond to email and telephone College-wide information inquiries from current students, prospective students, staff, faculty, and the general public regarding college-wide programs and services.
Educate and assist with onboarding and enrollment (admissions, assessment/placement requirements, advising, enrollment, records and registration) processes and procedures.
Educate and assist students with navigating the College website and all aspects of the student portal.
Analyze student inquiries and advocate for their resolution.
Anticipate and define student problems, troubleshoot issues and recommend procedures to improve organizational performance.
Analyze College-wide communications both internal and external and confer with departments to refine content and information delivery.