Position Description

Performs advanced, specialized work to assist in the organization and implementation of various projects and programs. Work is performed under minimal supervision within established policies with latitude for independent judgment. Works on special projects as assigned. May substitute for supervisor during his/her absence.

Major/Essential Functions

SUPERVISE:

• Train and mentor student staff on departmental policies, procedures, customer service standards, and FERPA requirements for handling walk-in traffic, phone inquiries, and email correspondence professionally and efficiently.

PHONES:

• Professionally manage a multi-line phone system by efficiently answering incoming calls, providing accurate information, and directing customers to the appropriate office or personnel for assistance.
• Maintain clear and professional communication while assisting customers and coordinating with departments to ensure efficient calling and issue resolution.
• Investigate phone complaints and record-related concerns to ensure accurate information is communicated and appropriate corrections are completed when necessary.

CUSTOMER SERVICE:

• Provide exceptional customer service for student record-related requests, including transcripts, notarizations, verifications, diploma reissues, and custom record requests, while maintaining accurate documentation within related systems.
• Respond to customer and student inquiries efficiently, ensuring needs are addressed with professionalism, accuracy, and attention to detail.
• Manage and respond to emails submitted to the Registrar inbox via Salesforce, providing clear communication and assistance with requests, questions, and related services.

TRANSCRIPT PROCESSING:

• Process and fulfill transcript requests by researching and resolving record discrepancies, coordinating with students and third parties, and ensuring timely and accurate completion of requests.
• Review transcript orders submitted through Parchment to verify accuracy, confirm records match information on file, and ensure compliance with institutional policies and FERPA regulations.
• Conduct quality assurance audits on transcripts and student records to identify discrepancies and ensure accuracy prior to processing and release.

OTHER DUTIES:

• Assist the Unit Manager in researching, reviewing, and resolving escalated requests, complaints, and complex student record issues while preparing professional case responses and resolutions.(as needed)
• Research and retrieve archival student records through Xtender and physical archives, creating student IDs for historical records when necessary.
• Support FERPA compliance initiatives by identifying potential concerns, providing guidance on best practices, and recommending additional training opportunities as needed.
• Review reissued diploma orders and custom record requests to confirm all information aligned with official student records prior to fulfillment.
• Assist with student record maintenance, data verification, and correction processes to ensure the integrity and accuracy of institutional records.

SYSTEMS AND EQUIPMENT:

• Systems and Equipment: Accurately uses all registrar systems, including Banner, MS Teams, Dashboard, Salesforce, and all other university systems.
• Accurately use all registrar systems, including Banner, MS Teams, Dashboard, and all other university systems to complete assigned duties

*Serves as back up to Specialist III and Unit Manager when out as needed

Required Qualifications

High school plus six years experience in related field. Additional education may substitute for experience on a year for year basis.

Preferred Qualifications

Pay Range

$17.69 - $22.98 - $28.32