Student Services Specialist II

CHESS•Espanola, NM

2d•$19 - $22•Onsite

About The Position

Under the supervision and direction of the Director of Student Success, the Student Services Specialist II provides advanced, specialized support with the College’s One Stop Shop. The Student Services Specialist II serves as a subject matter expert in designated functional areas such as recruitment, enrollment, registration, student records, financial aid, placement testing, online resources, dual credit, and academic support services. The Student Services Specialist II provides training and support to Student Services Specialist I and II as needed. The Student Services Specialist II also assists with New Student Orientation, recruiting activities and managing the Student Services Center.

Requirements

Associate's degree from an accredited institution
3-5 years of experience in student services or a related functional area (e.g. financial aid, registrar)
Demonstrated experience handling complex or escalated issues

Nice To Haves

Bachelor's degree from an accredited institution
Two years of experience in an educational environment, with specific experience in customer service.
Experience supporting dual credit or early college programs
Experience with Banner Ellucian
Experience with Google Suite and Microsoft Office Suite
Familiarity with SIS and CRM systems

Responsibilities

Demonstrate dedication to job performance and complete tasks as assigned.
Accept direction and guidance from supervisory personnel.
Adhere to work schedule.
Advise students on classes and degree planning.
Resolve complex, non-routine student issues that require in-depth knowledge and analysis of how all service areas connect.
Ensure accurate interpretation and application of College policies and procedures.
Adjust communication for different audiences (students, potential students, parents, and the general public) regarding policies, programs, and procedures.
Receive and resolve escalated cases from Tier I Specialists on student accounts, financial aid, scholarships, etc.
Provide guidance, coaching, and clarification to Tier I staff.
Provide additional information for subject matter specialists as needed including reports
Ensure timely follow-up and clear communication with students.
Case management for first-year students and students under 30 credits.
Remain current in knowledge of deadlines and general college policies related to financial aid, tuition payment, testing, orientation, class registration, add/drop/withdrawal from classes.
Promote awareness of current programs, classes, scholarship programs, etc.
Provide campus tours, recruiting, new student orientation, and other programs as assigned.
Maintain accuracy and consistency in decision-making and service delivery.
Accurately document student interactions, case notes, and resolutions.
At all times, take necessary steps and precautions to preserve the confidentiality of protected information as per college policies and state and federal laws (FERPA).
Serve as Test Coordinator for the Test Center.
Manage the Test Center daily operations, scheduling, and lead proctor.
Proctor exams requested by faculty (HiSet, CLEP, Accuplacer).
Contribute to the overall success of the Student Services Center by performing related duties as assigned.