Student Support Specialist - Lubbock Career and Technical Center

South Plains College-posted about 1 month ago
Full-time • Entry Level
Levelland, TX
501-1,000 employees
Religious, Grantmaking, Civic, Professional, and Similar Organizations
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SUMMARY The Student Support Specialist (SSS) position is the primary and initial point of contact for new and continuing students at each extension center. This contact will include interactions with former, current, and future students in person, over the telephone, email, and through video meeting software (e.g., Zoom, Microsoft TEAMS, etc.). This position will provide excellent customer service to students, parents, faculty and staff in a "one-stop" student services center. A successful SSS should be detail-oriented, energized and motivated to give detailed and accurate responses to students while contributing to a friendly office environment. Must be available to work flexible hours including nights and weekends according to campus operating requirements. This position will be housed at South Plains College's Lubbock Career and Technical Center, but may require travel between locations.

  • Communicate with students in a clear and concise manner.
  • Assist students seeking assistance from various offices.
  • Provide appropriate admissions, registration, financial aid, student business, continuing education, and general information to students, parents, and members of the community.
  • Respond to questions from AskSPC as needed (which are submitted via email and the AskSPC phone line).
  • Perform accurate and efficient document processing, review and auditing.
  • Work to resolve issues while serving as a liaison between the student and other departments; explain and follow school policies and procedures.
  • Maintain student records as permitted by the Dean of Enrollment Management, Director of Financial Aid, and Director of the Business Office.
  • Maintain confidentiality of student records, following FERPA, and data security requirements at all times.
  • Provide excellent customer service.
  • Work independently and accurately on detailed tasks.
  • Master use of the SPC student information database, document imaging system and other standard office technologies.
  • Establish and maintain collaborative working relationships with diverse publics and across all levels of the institution.
  • Exhibit excellent decision making and problem-solving skills.
  • Maintain exceptional organizational skills, including the ability to prioritize activities, and the flexibility to adjust in response to change or frequent interruptions.
  • Display excellent communication skills, sufficient to explain policies, procedures and practices and to sustain superb customer interactions in person, by phone, chat, and by email.
  • Obtain and utilize knowledge of all Student Support areas (admissions, financial aid, student accounts, advising, testing, and disability services) as well as academic & administrative policy and procedures.
  • Work closely with students from the admissions, financial aid, and business offices; ensure accurate and up-to-date information is provided.
  • Instruct students in the use of MySPC
  • Remove holds as appropriate.
  • Assist and instruct students with financial aid processes, including completing the FAFSA, obtaining the FSA ID, loan applications, exit counseling, and scanning and uploading documents for verification.
  • Provide accurate information to students regarding SAP, refunds, and independent status qualifications.
  • Teach students where to locate financial aid information such as status, documents needed and awarded aid on the student portal and website.
  • Work with students and the Financial Aid office to resolve information discrepancies.
  • Maintain current knowledge of federal, state, and institutional programs, regulations, policies, and procedures.
  • Assist students with various questions regarding their student business accounts including but not limited to payments, payment dates, payment plans, direct deposit choices, 1098-T, holds, and refund schedules.
  • Teach students information related to student billing on the student portal, including where to find the statement, how to read the bill, and how to pay online.
  • Receipt to student accounts for both academic and continuing education courses.
  • Balance cash and prepare deposits.
  • Assist students with admission and registration questions and processes.
  • Assist students with understanding each quarter's continuing education course offerings and schedule.
  • Assist students with the continuing education application, navigation of Ellucian Marketplace, continuing education registration, document intake, and payment.
  • Assist students in completing the application for admission, a transcript request, and a graduation application.
  • Teach students where to access information such as available courses, the current semester schedule, transcripts, drop requests, test scores, and demographic information on the student portal.
  • Enter admission documents and information (including applications, test scores, meningitis records, and information release) into the student information system and ensure students' hold statuses are accurate.
  • Scan and route documents including social security changes, name changes, fresh start applications, tuition waivers, academic appeals, and residency changes.
  • Assist students in registering for the TSI, ACT, and CE certification exams offered through the National Healthcareer Assn., the state of Texas, etc.
  • Serve as a testing proctor for the aforementioned exams, as permitted.
  • Understand TSI compliance, exemptions, and testing requirements. Assist students in making appointments with advisors.
  • Direct students to appropriate personnel for disability service questions.
  • High school graduate or equivalent required, Associate's degree or 2 years of college preferred.
  • Previous experience in student financial aid, student accounts, admissions or closely related field preferred.
  • Be able to communicate and effectively present information in one-to-one situations with students, visitors, faculty and other employees of the organization.
  • Possess excellent public speaking skills and ability to project a positive image for the college.
  • Be able to read and comprehend simple and complex instructions, short correspondence, and memos.
  • Be able to write simple correspondence and reports. Ability to write well, employing accepted principles of business communications, is preferred.
  • Experience necessary to apply current computer technology and software applications to essential responsibilities, duties, and tasks.
  • Knowledge and experience working with computers and software in a Windows environment.
  • Proficiency in Microsoft Office is essential.
  • General familiarity working in database systems including data entry, queries and running reports.
  • Familiarity with the use of standard office equipment (e.g. copier, fax, scanner, etc.).
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, percentages and decimals.
  • Ability to apply common sense understanding to carry out detailed written or oral instructions.
  • Ability to deal with problems involving a few concrete variables in standardized situations.
  • Be able to work with a wide variety of people and participate as a team member to accomplish multiple projects and goals.
  • Also be able to meet and greet the public in a positive and productive way.
  • Be able to organize tasks and activities essential to performing the specific duties and responsibilities of this job.
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