Program Coordinator - Student Enrollment

policies. The Enrollment Services Department is responsible for facilitating enrollment transactions, including add/drop, enrollment verifications, data reporting, tuition waivers, pre-requisite checking, waitlist management, tuition calculation, grading, student records, transcripts, entry codes and ID cards. The unit provides customer service through the front counter, virtual lobbies, via email and phone as the interface for both Registration/Records, and Credentials Evaluations. The person in this position is expected to participate fully as a member of the Enrollment Services team, supporting other functional areas to facilitate admissions, persistence, graduation and transfer. This position is a classified full-time position, which is eligible for overtime. Schedule: Mon-Fri 8 a.m. to 5 p.m. and occasional evening hours. Salary Information : The salary range stated above reflects the starting step of Range 41 (Step C) and ending step (Step M) salary for this classified position. Based on salary placement of Step C, it will take 5 years to reach Step L on the salary schedule, and 11 years to reach Step M. This does not reflect any contractual changes, legislative mandated salary increases or Cost of Living Increases (COLA's) that may be approved in the future. Reporting to the Associate Director of Enrollment and Credentials, this position will: Customer Service (50%) Provide quality customer service to students, staff, faculty and the general public regarding enrollment, policies, procedures and regulations; Contact and provide follow-up to students to support next steps in the enrollment process; Provide problem resolution for students and assist students in addressing college navigation problems, track student issues and record resolution, inform supervisor, Registrar and Dean on options and recommendations; Answer phone lines, respond to emails and phone messages in a timely, professional manner; Greet visitors, students, staff, faculty and community members at the Information Desk, incoming calls, Registration/Records counter in person and electronically, i.e. virtual lobbies; Respond and direct inquiries to the appropriate point of contact in a timely manner. Enrollment Processing (40%) Process student enrollment transactions in ctcLink including adding, dropping, waitlists, term activation, review program/plan, assigning student groups for enrollment and audit service indicators while ensuring accuracy and timeliness; Maintain confidentiality of student records as outlined by FERPA and Highline College policies and procedures; Process tuition waivers in the ctcLink system; Process and coordinate drops in accordance with tuition refund policy and communicate as needed with students and the Cashier's office; Assist with course prerequisite eligibility process; Independently review and interpret enrollment data in multiple college management systems; Update forms, calendars, websites, communication templates and job guides; Track service data and assist with documentation of processes; Develop and maintain efficient office work flow, including intake, filing and archiving; Scan documents, distribute and process mail, and maintain office area; Contribute to the development of presentations, webinars, workshops and guides focusing on processes and student navigation; Provide support for all enrollment processes including enrollment verifications, release of records, grading, intake phone and tracking of incoming transcript requests and graduation applications, outgoing transcript requests and data tracking and reporting. Community and Professional Development (10%) Actively engage in department and campus community professional development opportunities, cross-training, meetings and committees; Provide input into policies, processes and procedures to advance the college and unit missions and objectives; Provide training to part-time hourly staff, student workers, other areas, and new staff in collaboration with supervisors. Ability to: Work both independently and as a member of a team; Lift 45 lbs., on occasion; Actively identify areas for improvements and propose solutions; Independently prioritize multiple tasks and deadlines; Maintain the confidentiality of protected or sensitive information; Demonstrate a high level of professionalism by contributing to a positive work environment and a commitment to high quality work; Cultural competency skills, including a commitment to anti-bias and equity and an appreciation of a highly diverse environment; Demonstrate exceptional customer service and communication skills that foster the respect and confidence of others; Proficiently use Microsoft Word, Excel, Outlook, PowerPoint and web browsers; Communicate effectively (verbal and written); Troubleshoot, ask relevant questions to identify problems find solutions; Navigate technical, web-based environments. Knowledge of: Family Educational Rights and Privacy Act (FERPA). Minimum: Associate's Degree; AND Two years of office related experience in a customer service environment; OR Four years combined full time customer service experience. Desired: Bachelor's Degree; Experience in higher education student services; Fluency in languages other than English; Experience with PeopleSoft.