Enrollment Services Specialist I

Tennessee Board of Regents•Knoxville, TN

4d•$35,340 - $43,090•Hybrid

About The Position

The Enrollment Services Specialist I supports students, parents, families, and campus community members with admissions, dual enrollment, registration, financial aid, and advising for non-degree-seeking students. The role handles applications, advises on holds, schedules entrance testing and advising appointments, assists with myPellissippi navigation, and processes EVEA documents. Financial aid support includes helping with FAFSA and state aid applications, reviewing verification requirements, uploading documents, and explaining financial aid statuses. The specialist also advises current students on contacting faculty and administrators, college policies, and school and community events. The position provides seamless assistance in support of student success and the College’s recruitment, retention, and graduation goals. As a frontline Student Services contact, the specialist assesses student needs and assists with enrollment, online self-service accounts, applications, funding, forms, and procedures. The role provides information on enrollment and financial aid in person and through phone, email, mail, and online channels, while applying knowledge of FERPA and relevant College, state, and federal requirements. The specialist collects and updates documents, participates in recruitment events, phone and chat shifts, and professional development, and refers customers to other College staff and departments when appropriate. The position uses a range of student-service and financial-aid software and websites and guides students and families in navigating them. This is a hybrid mobile position with three days in the office. The stated annual pay range is $35,340–$43,090, with pay based on qualifying related work experience above the minimum requirements. The College offers a benefits package for full-time employees.

Requirements

High school diploma and five years of customer service or call center experience; financial aid experience is preferred.
Alternatively, an associate degree from an accredited institution and three years of customer service or call center experience; financial aid experience is preferred.
Alternatively, a bachelor’s degree from an accredited institution and two years of customer service or call center experience; financial aid experience is preferred.
Excellent communication, analytical thinking, and problem-solving skills.
Ability to work independently and make confident decisions while also working as a team player.
Strong oral and verbal communication skills and interpersonal skills for working with a diverse student population.
Ability to provide consistent, appropriate guidance and maintain knowledge of current policies, procedures, and standards.
Ability to prioritize while performing multiple tasks.
Ability to maintain confidentiality in all matters.
Dependability, initiative, and ability to work well independently and/or with a team.
Ability to engage with the College’s mission and values.
Part-time work experience is counted as 50% of full-time work experience.
Ability to stand and sit for periods of 30 minutes or more, frequently change between standing and sitting, bend and turn, and lift up to 15 pounds; during peak periods, may need to stand for a 7.5-hour shift with little opportunity to sit.

Nice To Haves

Financial aid experience.
Banner experience.
Demonstrated strong customer service experience.
Proficiency in a second language.

Responsibilities

Serve as the frontline customer service contact for Student Services and assist students and parents with onboarding and enrollment questions.
Assess individual student needs and provide direct help with applications, class enrollment, document collection, funding applications, forms, processes, and procedures across Enrollment Services.
Assist students with online self-service accounts, including personal information, FAFSA, state aid and scholarship applications, and completion of financial aid requirements.
Provide information about enrollment and financial aid requirements, myPellissippi, transcripts, payments, advising, testing, orientation, secure document uploads, alerts, College information, and events through in-person, telephone, email, mail, and online channels.
Collect, scan, download, and update financial aid documents received through electronic and non-electronic channels.
Build rapport and social belonging while working holistically with students to support student success and retention.
Assist at recruitment events throughout the year.
Participate in scheduled phone and chat shifts, monitor the phone queue, and respond to Start Strong emails concerning financial aid, admissions, records, and cashiering.
Deactivate addresses, phone numbers, and email addresses.
Refer customers to student affairs, academic divisions, counselors, instructional staff, and other College staff when needed.
Participate in ongoing training and professional development in admissions, registration, financial aid, cashiering, and advising.
Use applicable software and websites to guide students and parents, help access account information, interpret registration holds, provide prerequisite overrides, upload secure documents, and clarify financial aid and admissions requirements.
Perform other duties as assigned to support the Start Strong Center and the College’s strategic priorities and mission.

Benefits

Health, dental, vision, life, short-term disability, and long-term disability insurance options.
Flexible spending account and health savings account options.
Wellness incentive program for employees enrolled in the health plan.
Educational assistance, including fee waiver, spouse/dependent discounts, audit/non-credit options, and a reimbursement program.
Employee Assistance Program.
Tennessee traditional pension plan option (TCRS), 401(k) with a $100 company match, 457, and 403(b) retirement options.
Employee discount program with more than 900 companies.
14 paid holidays per year, including paid days off during the last week of December.
Sick leave bank.
Longevity pay.
Professional development opportunities.