Records Assistant I
Job description
A Customer Service Specialist is required for this position. Under immediate to moderate supervision, performs as a primary contact for Enrollment Management by providing direct, face-to-face, and electronic & voice support to current and new students, their families, faculty, staff and outside agencies regarding the delivery process for admission, records, student affairs, and federal, state and institutional financial aid. Also assists in processing enrollment management data and form processing.
This position is 100% on campus; remote work does not apply except during times of campus closure or emergency. During times of campus closure or emergency, remote work applies.
Work hours for this position will be Monday through Friday from 9:30am-6:30pm. During off season, schedule can/will shift to 8 am-4:30 pm.
Shifts will be spent in face-to-face discussion with students and/or potential students and communicating via phone and emails with students and community members. Knowledge of the campuses and direct workings of the College required. Checking for accuracy of forms turned in by students and faculty. Communicating with staff in Financial Aid, Student Services, Disability Services, Veteran Services, and Testing Services is critical.
- Customer Service and Problem Solving: Work directly with students in problem solving and troubleshooting any enrollment related issues.
- Respond to, or distribute to others, email inquiries received on records related issues.
- Provide student, faculty, staff, and administrators with information and forms regarding policies and procedures.
- Answer telephone, greet visitors, respond to text messages and respond to online chat received through the website.
- Open, date stamp, and distribute mail.
- Assist students and faculty with the accurate completion of all office forms and general questions.
- Front line customer services representative office to mitigate escalating student and faculty issues.
- Provide direct, face-to-face, electronic, and voice administrative support to prospective, currently enrolled, or previously enrolled students, their parents, faculty, staff, and outside agencies regarding all enrollment management functions.
- Acts as receptionist welcoming all who enter the building by acknowledging their presence.
- Schedule student appointments.
- Works within Banner on a daily basis to best address customer service issues and troubleshooting problems.
- Works with all other offices; such as academic divisions and workforce development to keep apprised of what is happening in the College and how assistance of traffic flow may be provided.
- Place calls to students and potential students.
- Support all areas of enrollment management with administrative tasks
- Assist in daily registration and admissions processing in Banner
- Assist with filing electronic records
- Provide answers to many repetitive questions on various topics such as refund check availability, bookstore credits, withdrawing, deadlines, policies, and procedures.
- Provide students with information about Master Promissory Notes, Entrance and Exit Counseling, and FAFSA
- Schedules appointments and directs traffic flow for FA Counselors and EM support services, preventing walk-ins to that specific area.
- Provides students information on the Placement test and other exams that are offered at BRCTC.
- Provides information on tutoring services.
- Orientation registration for new students
- Troubleshoot registration issues
- Answer general and specific questions from faculty, staff, and students.
- Other duties as assigned
- Associate’s Degree preferred
Experience
- 6-12 months prior customer service experience preferred
Knowledge, Skills, and Abilities
- Must be able to type 40 words per minute.
- Working knowledge of Microsoft Office, including Word and Excel.
- Demonstrated experience with high volume customer service is a necessity.
- Banner Experience a plus.
- Strong customer service background in a high traffic area.
- Strong, effective, and professional communication skills.
- Time management skills
- Ability to work in a fast paced and highly demanding atmosphere.
- Attention to detail to ensure paperwork is correct.
- Highly effective written and organizational skills.
- Ability to work with diverse groups of people.
- Maintain positive, professional attitude and demeanor.
- Ability to maintain confidentiality will all staff, faculty, and student records or interactions.
- Ability to work in a team environment.
- Dependable transportation.
- Knowledge and understanding of post-secondary policies and procedures.
- Ability to rapidly comprehend, interpret, and apply various institutional, state, and federal guidelines governing Enrollment Management issues.
- The incumbent should be familiar with the operations of a personal computer and a computerized Financial Aid management system, preferably Banner.
- Good math and analytical skills are needed for manipulation of data.
Position open until filled
AA EOE M/F/Vet/Disability
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