Pennsylvania State System of Higher Education, is a public, comprehensive institution committed to offering high-quality undergraduate education, selected post-baccalaureate and graduate programs, and a variety of educational and cultural resources for its students, alumni, and citizens of southeastern Pennsylvania. We are a community of educators dedicated to developing graduates who succeed personally and professionally and contribute to the common good. WCU proudly offers a positive and purposeful work environment; comprehensive employee benefits including health, vision, and dental insurance along with many wellness programs; a commitment to work-life balance including generous paid vacation, paid sick time, military leave and paid time off for most major holidays; and a University mission to support employee personal and professional growth including a tuition waiver for self and family members, training and development, and advancement opportunities. The Enrollment Management Specialist is an important member of the Registrar's Office team and helps to establish and maintain the customer service standards for the office; coordinates all aspects of customer service to the campus; and trains team members on use of tools and service delivery. As a leader of the service team, the Enrollment Management Specialist provides extra support to the Registrar's Office service team that helps students navigate their enrollment, understand academic records, and use degree completion tools. This position maximizes technology to perform record updates in student information systems, document interactions with students, and review data and trends to inform service decisions, and support for students across various offices on campus. Responsibilities include : Maintain the integrity and accuracy of student records including updating student majors and minors, enrollment eligibility and status, or other data inconsistencies Perform registration actions for specific populations Coordinate the processing for cancellations and term withdrawal requests Manage the completion of licensure forms and processing of other third-party requests Coordinate all aspects of in-person, phone, email, text, and student success platform service for the campus community Monitor multiple inquiry methods including phones, walk-up, email, text, student success platforms, CRMs and SIS to gauge volume, issues, and trends Serve as a point of escalation for student inquiries that require investigation, referrals, and follow up Support the service model by directing the service team, developing the service schedule, providing service-related training and documentation, coordinating the Registrar Office staff meetings and agendas Monitor the Registrar website to coordinate service-related updates Collaborate with technical teams about the testing, documentation, training, and development of business processes for system adjustments that improve the service experience for students and staff Follow federal (FERPA) and institutional policy guidelines in all interactions and maintain compliance with enrollment reporting to external agencies. Other duties as assigned Required Qualifications: Two years of professional work experience Experience providing customer service support Excellent written communication skills Preferred Qualifications: Higher education leadership experience Experience with student information systems Demonstrated knowledge of Registrar procedures and practices Experience collecting and organizing data to create reports and analyze findings
