Student Central Representative

Chippewa Valley Technical College•Eau Claire, WI

About The Position

Student Central Representatives are responsible for providing cross-functional student enrollment and financial services within the Student Services division to ensure a one-stop shop model of service delivery. Assisting both newly recruited and currently enrolled students, as well as the general public, with problem resolution, Student Central Representatives impact both the recruitment and retention of students. Services are provided in the areas of admissions, assessment, cashier, financial aid, records and registration, and general college information. Responsibilities: Provide superior customer service and cross-functional services to all student services teams as requested, serving as the first point of contact for the following Student Services departments: Admissions, Assessment, Cashier, Academic Advising, Student Success & Career Development, Financial Aid, Records and Registration, and general CVTC inquiries. Respond proactively to phone, in-person, email, and chat inquiries and transactional requests by acquiring additional information, suggesting alternative courses of action and considerations, and explaining the recourse for appealing decisions; clarify situations and follow through on issues until resolved, providing the necessary correspondence and contacts with students, parents and third parties. Student Central Representatives are cross-functional in all points of contact. Maintain case management records for each interaction, and follow-up as required. Provide walk-in services for students and parents needing in-depth enrollment advisement. Interpret complex rules, regulations, policies, and procedures for the public and staff. Achieve proficiency with systems and processes to accomplish the “80/20” service delivery goal (e.g. 80% of questions and transactions for Enrollment Services to be handled by Student Central; referrals to individual departments limited to 20% of inquiries). Investigate and troubleshoot problems and address concerns and issues. Provide detailed admissions information regarding academic degree programs, cutoff scores, missing documentation, and incomplete application materials; assist students in completing the admissions application; explain and clarify admission criteria, enrollment requirements, application status, projected start dates and accurate registration information to applicants, students, parents, general public, high school, post-high school, and agency counselors, CVTC program directors, advisors, and staff; troubleshoot access to admissions application portal for prospective and returning students. Answer general advisement questions related to program selection and just take a class. Triage to and schedule appointments with academic advisor as appropriate. Assist students with questions regarding student academic progress, current status, and next steps for appeal. Schedule assessment appointments, take payment, and assist students to register online. Provide in-depth tuition, payment, and account information to students and families, including guidance through the online payment process. Assist students with CVTC’s payment plan enrollment and provide guidance on student account billing statements, refunds, third party sponsorships, payment plans, 1098T’s, and related financial transactions. Open, balance, and close cashiering sessions. Accept application fees, tuition payments, compass, GED, and various student account payments. Provide in-depth financial aid information and advisement to students and/or families concerning College, state and federal aid programs for undergraduate students, FAFSA application process, forms and deadlines. Provide financial aid eligibility information to students including fund disbursement policies, award letters, loan entrance counseling, MPN (Master Promissory Note), satisfactory academic progress, scholarship renewal, withdrawal, and financial aid appeals. Provide information on courses and programs not eligible for financial aid, and CVTC and private scholarship application process. Provide general information regarding Dual Enrollment programs. Assist in facilitating communication between K12 stakeholders and departments across the college. Assist with registration process and advise students on the payment and financial aid impacts of registration changes. Support students by answering questions and providing guidance on SIS registration, permissions, seat limits and prerequisites, registration errors, the official transcript process, verification of enrollment, withdrawal process, satisfactory academic progress, and the readmission process. Provide record information as requested, while abiding by FERPA (Family Educational Rights and Privacy Act) policies. Provide guidance and support to student workers and interns. Collaborate regularly with departments on program and process changes. Train new CVTC employees through shadowing in Student Central and Banner (ERP software) training. Test functionality of Banner upgrades and patches, particularly the general person record and Clean Address. Perform and escalate emergency tasks as appropriate. Assist students with accessing CVTC public website, the Student Commons, Student Information System (SIS), e-mail, and other student systems. Assist with account creation, password reset, and troubleshooting. Process address and legal name changes and assist with Banner account cleanup. Participate in SOAR (Student Outreach and Retention) initiative; make outreach phone calls to students as assigned and respond to incoming inquiries. Participate in all ongoing training sessions in order to maintain a high level of efficiency in Student Services. Assist with career tours, recruitment events, and special projects as requested. Index documents into students’ electronic records. Verify correct scanning and indexing of student records. Maintain Student Central knowledgebase and training manual, which includes all important dates, forms, and general information. Promote and market College activities and events on behalf of recruitment and marketing departments.

Requirements

Ability to work in a challenging, high volume, multitasking environment.
Ability to learn College organization, policies, and procedures related to position.
Ability to work independently and as a team member.
Ability to deal with and manage conflict.
Ability to provide accurate information in a courteous, friendly, concise, and approachable manner.
Ability to use judgment, discretion, and decision making skills in dealing with confidential and sensitive issues.
Ability to model integrity through self-awareness, personal accountability, ethical behavior, quality standards, and sustainable practices.
Ability to think critically by applying problem solving practices, acquiring relevant information, using technology and other resources appropriately, and evaluating alternatives.
Ability to communicate effectively by speaking and writing clearly, concisely, and professionally; practicing active listening; reading critically and adapting communication for audience.
Ability to recognize personal biases, adapt to different cultural situations, and demonstrate a commitment to respectful interactions with persons of various ethnic, cultural, socio-economic, or educational backgrounds.
Intermediate knowledge of and skills with technology including software programs for communication, data collection, and decision making including, but not limited to, Office 365 Suite.
Ability to work nonstandard hours as necessary.
Associate degree in a field related to the responsibilities of this position.
Minimum of two years of experience working in a customer service or professional office setting.

Responsibilities

Provide superior customer service and cross-functional services to all student services teams as requested, serving as the first point of contact for the following Student Services departments: Admissions, Assessment, Cashier, Academic Advising, Student Success & Career Development, Financial Aid, Records and Registration, and general CVTC inquiries.
Respond proactively to phone, in-person, email, and chat inquiries and transactional requests by acquiring additional information, suggesting alternative courses of action and considerations, and explaining the recourse for appealing decisions; clarify situations and follow through on issues until resolved, providing the necessary correspondence and contacts with students, parents and third parties.
Maintain case management records for each interaction, and follow-up as required.
Provide walk-in services for students and parents needing in-depth enrollment advisement.
Interpret complex rules, regulations, policies, and procedures for the public and staff.
Achieve proficiency with systems and processes to accomplish the “80/20” service delivery goal (e.g. 80% of questions and transactions for Enrollment Services to be handled by Student Central; referrals to individual departments limited to 20% of inquiries).
Investigate and troubleshoot problems and address concerns and issues.
Provide detailed admissions information regarding academic degree programs, cutoff scores, missing documentation, and incomplete application materials; assist students in completing the admissions application; explain and clarify admission criteria, enrollment requirements, application status, projected start dates and accurate registration information to applicants, students, parents, general public, high school, post-high school, and agency counselors, CVTC program directors, advisors, and staff; troubleshoot access to admissions application portal for prospective and returning students.
Answer general advisement questions related to program selection and just take a class. Triage to and schedule appointments with academic advisor as appropriate.
Assist students with questions regarding student academic progress, current status, and next steps for appeal.
Schedule assessment appointments, take payment, and assist students to register online.
Provide in-depth tuition, payment, and account information to students and families, including guidance through the online payment process.
Assist students with CVTC’s payment plan enrollment and provide guidance on student account billing statements, refunds, third party sponsorships, payment plans, 1098T’s, and related financial transactions.
Open, balance, and close cashiering sessions. Accept application fees, tuition payments, compass, GED, and various student account payments.
Provide in-depth financial aid information and advisement to students and/or families concerning College, state and federal aid programs for undergraduate students, FAFSA application process, forms and deadlines.
Provide financial aid eligibility information to students including fund disbursement policies, award letters, loan entrance counseling, MPN (Master Promissory Note), satisfactory academic progress, scholarship renewal, withdrawal, and financial aid appeals.
Provide information on courses and programs not eligible for financial aid, and CVTC and private scholarship application process.
Provide general information regarding Dual Enrollment programs. Assist in facilitating communication between K12 stakeholders and departments across the college.
Assist with registration process and advise students on the payment and financial aid impacts of registration changes.
Support students by answering questions and providing guidance on SIS registration, permissions, seat limits and prerequisites, registration errors, the official transcript process, verification of enrollment, withdrawal process, satisfactory academic progress, and the readmission process.
Provide record information as requested, while abiding by FERPA (Family Educational Rights and Privacy Act) policies.
Provide guidance and support to student workers and interns.
Collaborate regularly with departments on program and process changes.
Train new CVTC employees through shadowing in Student Central and Banner (ERP software) training.
Test functionality of Banner upgrades and patches, particularly the general person record and Clean Address.
Perform and escalate emergency tasks as appropriate.
Assist students with accessing CVTC public website, the Student Commons, Student Information System (SIS), e-mail, and other student systems. Assist with account creation, password reset, and troubleshooting.
Process address and legal name changes and assist with Banner account cleanup.
Participate in SOAR (Student Outreach and Retention) initiative; make outreach phone calls to students as assigned and respond to incoming inquiries.
Participate in all ongoing training sessions in order to maintain a high level of efficiency in Student Services.
Assist with career tours, recruitment events, and special projects as requested.
Index documents into students’ electronic records. Verify correct scanning and indexing of student records.
Maintain Student Central knowledgebase and training manual, which includes all important dates, forms, and general information.
Promote and market College activities and events on behalf of recruitment and marketing departments.

Benefits

2025 annual benefits include:
3 – 4 weeks of paid vacation time based on years of service
11 paid holidays
Paid winter br eak - varies each year based on academic calendar and, at a minimum, includes days between Christmas and New Year’s holidays (some exceptions may apply for essential workers)
Paid summer break - the week of July 4th.
4 paid personal days
3 weeks (15 days) paid sick time annually for absences due to illness, injury, or doctor and dentist appointments of the employee, dependent children, spouse, or parents of the employee or spouse; cumulative to 135 days (1,080 hours)
Paid bereavement time
Paid volunteer time
Tuition reimbursement up to $2,500 annually (eligibility requirements apply)
Health insurance for employee, spouse, and dependents with attached Health Savings Account (HSA); CVTC contributes $3,400 annually for a family plan or $1,700 annually for a single plan to your HSA
Wellness incentive of up to $600 for employees enrolled in CVTC’s health insurance
$2,500 cash-payment in lieu of CVTC health insurance coverage for employees who have credible coverage through another source
Dental insurance for employee, spouse, and dependents
Vision insurance for employee, spouse, and dependents
Life and long-term disability insurance premiums paid by CVTC
Wisconsin Retirement System (WRS), CVTC matches 6.95%, vested at 5 years of credible service
403(b) tax deferred annuity program
457(b) deferred compensation plan
Section 125 flexible spending accounts
Employee Assistance Program (EAP)
Professional development
Certified Gold Level Family Friendly Workplace (FFW)
Access to expansive collection of college and public library resources for personal and professional use
Free or low-cost services offered by CVTC program students, such as computer repair, automotive repair, Shear Inspiration Salon and Spa , aesthetician services and 620 West restaurant and culinary pop ups
Benefits begin on the first date of employment (i.e., there is no waiting period).