Start Strong Center Processing Specialist – Temporary Contract

Tennessee Board of Regents•Knoxville, TN

3d•Onsite

About The Position

The purpose of this position is to provide cross-trained support to students, parents/families, and other campus community members in the onboarding areas of admissions including dual enrollment, registration, financial aid, and advising for non-degree seeking students. The position provides a student-focused, holistic approach to quality service in order to provide an exceptional, seamless service experience that supports student success and institutional goals of recruitment, retention and graduation.

Requirements

High School diploma
Some experience in either customer service, higher education, or call center.
Customer service skills
Ability to multitask effectively
Computer competency
Ability to quickly learn new systems.
Research experience
Prompt decision making skills
Knowledge of FERPA Regulations

Nice To Haves

Having a second language would be considered an asset

Responsibilities

Serve as the frontline customer service contact for Student Services.
Assist students/parents with all onboarding/enrollment questions.
Assess student needs and provide direct assistance to students in helping them apply to Pellissippi state, enroll in classes, collect documents, apply for funding and help them understand the appropriate forms, processes, and procedures for all areas of Enrollment Services.
Provide individual assistance to students including but not limited to analyzing and troubleshooting individual needs and assisting with on-line self-service accounts (view/change their personal information, apply for financial aid: FAFSA, state aid and scholarship applications, complete needed requirements).
Provide information to students, parents, staff, and general public regarding all enrollment and financial aid questions and/or requirements, including but not limited to myPellissippi navigation, transcripts, payments, advising, testing, orientation, secure document upload, alerts and general information about the college and events in person, via telephone, email, US mail, and on-line using extensive knowledge of FERPA, College policy, State, and Federal Regulations.
Collect, scan, download and update financial aid documents via various forms of electronic or non-electronic submission.
Work with each student holistically to create social belonging, build rapport and establish the Start Strong mentality to increase student success and retention.
Educate student body by assisting at recruitment events throughout the year.
Participate in scheduled counter, phone and chat shifts and monitor phone queue.
Respond to Start Strong emails, including those regarding specific financial aid, admissions, records and cashiering questions.
Function as a critical link or liaison between customers and PSCC by making referrals to student affairs, academic divisions, counselors, instructional staff and other PSCC staff members when needed.
Participate in on-going training/professional development in the following areas; admissions, registration, financial aid, student account services and advising.
Utilize applicable software programs/websites such as but not limited to: MyPellissippi, Banner (INB and SSB), Argos, BDMS, FAST, ETC, Studentaid.gov, TSAC portal, TNReconnect.gov, etc…and provide guidance to students/parents on how to navigate the applicable websites and assist students with accessing account information including, but not limited to: interpreting registration holds, providing prerequisite overrides, uploading secure documents, and clarifying financial aid and admissions requirements.
Other duties as assigned to support the Start Strong Center.