Support Professional, One Stop Specialist-Admissions & Enrollment

Grand Rapids Community College • Grand Rapids, MI

3d • Onsite

About The Position

The One Stop Specialist for Admissions and Enrollment is responsible for the day-to-day customer service functions of the RJF Hall Student Services area. Student Services is a high traffic, first line of contact for numerous services on campus. This includes assisting prospective, new, and current students in all aspects of the admissions and enrollment processes. This position will take the lead with various admissions, enrollment and financial aid functions and work with other departments to provide excellent customer service to all students, staff, and faculty of the college. This person serves as the resident expert on admissions and enrollment services. Other responsibilities include assisting students with application and registration processes. This position also works with the Associate Director of Enrollment Center Services to ensure quality and responsive services through various forms of communication. In addition, this position will assist in the supervision of student employees.

Requirements

• Associate’s degree or comparable combination of relevant education and experience.
• Three (3) years of experience in a customer service role or office environment required.
• Must be punctual and have a good attendance record and remain flexible in schedule to allow for changes during the semesters, in accordance with busy periods.
• Must be personable and energetic, enjoy working with the public, and have a strong customer service focus; ability to maintain positive interpersonal relationships, motivate others and work effectively as a member of a team as well as independently.
• Must possess good oral and written communication skills; ability to manage a high volume of service requests via phone and in person promptly, courteously and professionally.
• Ability to handle multiple priorities and with proven organization skills with a focus on continuous improvement.
• Demonstrated ability to provide presentations to large groups (25 or more).
• Ability to communicate effectively and work cooperatively with a diverse student, college staff and business partner population.
• Demonstrate high technical skills and extensive software application experience.
• Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position.

Nice To Haves

• Experience in higher education roles with demonstrated knowledge of admissions, financial aid, and student services preferred.
• Knowledge and experience with web-based applications; specifically, online learning systems such as Blackboard, portals, ERP systems such as PeopleSoft and Oracle preferred.
• Specifically, MS Word, Excel, Access, Publisher, Microsoft Office Suite, PeopleSoft or other Student Information System, Blackboard, Image Now/Perceptive Content, Navigate, CRM Radius, Parchment, College Board, placement testing (Accuplacer, ALEKS), FAA Access, MISSG, FSA ID, FAFSA.gov, EAB, Mongoose, Acuity, and MyGRCC.

Responsibilities

• Assist in the oversight and management of the Enrollment Center budget and pro card reconciliation.
• Manage new student application processing intake and workflow. This includes retrieving and uploading online and paper applications into the student information system, Peoplesoft, for all degree, personal interest, job training, guest, re-admits and apprentice applicants.
• Manage and process documents, such as transcripts and test scores, utilizing an imaging system to complete application processes.
• Process daily queries for data monitoring and clean up.
• Assist with new student inquiries, customer service and follow up utilizing our various communication channels. These include, but are not limited to, email, phone call, in person appointments, texting, and web chat service.
• Track, record, and report data related to the number of applications, door counts, customers served, phone calls, and document processing.
• Coordinate and distribute all incoming and outgoing office mail service.
• Develop and coordinate customized enrollment procedures for GRCC higher education partners, companies, and outside agencies.
• Provide and disburse basic information for the Student Services areas (i.e., Admissions and Enrollment, Financial Aid, Student Financial Services, Student Records.)
• Assist students in GRCC registration and financial aid processes; enrollment appointments, program/plan changes, and make referral appointments for students to other GRCC Departments as needed.
• Assist students in the use of technology to obtain and submit information, utilization of the MyGRCC portal, Online Center, applications, Academic Advisement, registration, personal data, drops/adds/withdrawals, change in major or unofficial transcripts.
• Required to attend regularly, professional development and training pertaining to admissions, enrollment, financial aid, and other higher education updates to stay abreast of current regulations, trends and best practices in the student financial aid and admissions professions. These include, but are not limited to, professional development conferences, seminars, workshops and webinars.
• Serve as the lead for triaging, prioritizing, and organizing the front desk, as well as being the first point of contact for submitting BIT reports or contacting campus police and appropriate supervisors as issues arise.
• Authorized to fix errors and resolve and/or complete corrections to data as needed and per requests from Institutional Research and Planning.
• Coordinate communications to prospective students about the admissions and enrollment processes via letter or email and communication assignment within the student information system. This includes producing all letters pertaining to the Admissions process including acceptance letters, incomplete letters, guest/personal Interest Acceptance letter, re-admit letter, etc.
• Assist in supervision of Student Services Student Employees and provide direct feedback when needed.
• Assist in coordinating student scheduling for Winter, Summer, and Fall semesters.
• Provide support for placement testing and manage import of data to PeopleSoft.
• Provide on demand services for students when needed. This includes, but is not limited to, application upload, matriculation processing, inputting documents, setting up accounts, etc.
• Handle and maintain highly confidential information, such as bio demographic information, social security numbers, grades, family situations, and income information appropriately and in compliance with FERPA, HEA, institutional and other regulatory data security protocols.
• Serve as the lead for conflict resolution and frustrations with front line and behind the scene processes to resolve and document customer complaints.
• Assist in patch testing for updates to the student information system.
• Provide incoming phone call support during peak times.
• Participate and assist with enrollment events, such as Raider Rally, Fall/Spring open houses, Ready Set Enroll, Orientation, and other such events, outside of normal working hours.
• Manage and purge all admissions and enrollment paper files consistent with the institution's document retention policies.
• Assist with website updates and maintenance of information
• Perform program/plan changes, including term activation.
• In coordination with the Athletic Director, process student athlete transcripts.
• Assist with the maintenance of content for the Admission, Enrollment, and Placement Testing web pages.
• Order office supplies.
• Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position.
• Performs other related duties as assigned.

Benefits

• Health Coverage: Six health insurance plan options, including one with no health insurance premiums.
• Time off : Enjoy substantial vacation time.
• Wellness Program : Access resources for physical and mental wellbeing, and an onsite gym membership .
• Continuous Learning: Career development and educational opportunities .
• Retirement Plans : Secure your future with our retirement options .

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree