Student Services Specialist I

years of relevant experience in enrollment management related to the work assigned to this position OR Education and Experience: A combination of related education and/or relevant experience in enrollment management related to the work assigned equal to four (4) years PREFERRED QUALIFICATIONS Enrollment management experience in higher education Experience utilizing Workday Experience working in higher education Experience working with diverse student population REQUIRED COMPETENCIES Working knowledge of Office 365 Customer service experience Analytical & problem solving skills Ability to work independently and as part of a team Critical thinking skills CONDITIONS OF EMPLOYMENT A final job offer is contingent upon the satisfactory completion of a criminal background check as a condition of employment. All background checks will be conducted in accordance with Fort Lewis College policy. Job Description: The unit is the customer service hub for the Registrar’s Office, Financial Aid Office, the Cashiering and Billing Office, Skycard Office, and the Advising Office. The Skyhawk Station works with enrollment service units to provide seamless service from a student-centered perspective in a fast-paced environment throughout the student life cycle and beyond. The goal of the office is to remove barriers, so students can quickly and easily access the information and services they need to support their enrollment and timely graduation. Student Service Specialist positions with the Skyhawk Station provide customer service and support to prospective, current and past students regarding their student record, account, financial aid, and other student services. Positions on the team also assist faculty and administration with enrollment management processes. The Skyhawk Station, as part of a team, is responsible for cross training and recording changes in department procedures and accurately communicating these procedures to students and other stakeholders. In addition to having a broad understanding of college policy and practice across multiple offices, these positions also provide expertise in serving special populations throughout their college experience. Student Service Specialists in the Skyhawk Station may serve as the School Certifying Official for Veteran Benefits, the Tuition Classification Officer, the Communications and Events coordinator for the Skyhawk Station or other specialized responsibilities. This position will be responsible for answering questions, facilitating transactions, processing paperwork, and tracking student inquiries in the areas of Financial Aid, Registrar, Advising, and Student Billing Services. This position requires strong working knowledge of all service areas, with the ability to escalate counseling and in-depth conversations upward to a Specialist II, Supervisor, or partner office. The Specialist I will manage inquiries that can be resolved in 5 minutes or less, as well as process forms, ultimately providing a middle ground of support between the level of service that our student-workers can provide and the level of service that a Specialist II/Supervisor can provide. The position will provide high quality customer service in person, via phone, email and other web-based applications. This position goes through an extensive and comprehensive training program. This training will be ongoing. This is a covered position under the Colorado Partnership for Quality Jobs & Services Act. Job Description: Customer Service for the Front Window 50% This position is responsible for providing one of the two initial points of contact at the front window of the student services. Position will determine if the initial student request can be answered and resolved quickly and under five minutes such as a parking permit or if further assistance will be needed, such as academic disqualification which requires a soft transfer to the appropriate staff member. Questions at the front will require this position to problem-solve, apply federal laws and Fort Lewis College policy/procedures, communicate with affected parties, and/or refer to other personnel, offices, and/or departments, as needed. Position will be required to stay current on all policy and procedures changes, curriculum changes, and best practices for all of the enrollment management offices. Professional development is required, such as conferences, weekly meetings and trainings with enrollment management offices. Incumbent will be required to work at peak times, special events which may include occasional evenings and weekends. Responding to Student In Person, Email, Phone Inquiries & Follow-up 25% This position is responsible for responding to all in person, email, and phone inquiries regarding withdrawals, add/drop courses, change of academic program, adding/dropping minor or certification, 1098T tax forms, billing, financial aid, work-study, loans, financial suspension, FAFSA, purge and course cancellations, academic disqualifications, academic progress, prerequisite error, waitlist, FERPA, and grades. Position will be required to stay current on all policy and procedures changes, curriculum changes, and best practices for all of the enrollment management offices. Professional development is required, such as conferences, weekly meetings and trainings with enrollment management offices. Incumbent will be required to work at peak times, special events which may include occasional evenings and weekends. Forms Processing 20% Brief Duty Description: This position will process all forms that are distributed to Skyhawk Station for completion. This includes, but may not be limited to Enrollment Verifications, Alaska Permanent Fund Dividends (PFDs), and Degree Audits. This position will review the submitted forms for completeness and accuracy; they will contact students regarding missing information or required corrections. Additionally, the position will assist students with refund check affidavits and explain basic student refund procedures. The position will also maintain accurate records and ensure timely completion of processing tasks, notifying students when the form process is complete. This position must ensure delivery of forms to the proper parties, which will require maintenance surrounding faxes (ensuring they’re fully sent and don’t get returned) and monitoring incoming mail to SHS (ensuring previous mailed forms aren’t sent back to sender). Outreach & Special Projects 5% This position will conduct outreach to students regarding holds, missing documentation, and unpaid bills. Special projects may exist at peak times of the year or due to policy or procedure changes. Positions will be required to stay current on all policy and procedures changes, curriculum changes, and best practices for all of the enrollment management offices. Professional development is required such as conferences, weekly meetings and trainings with enrollment management offices. Incumbent will be required to work peak times, special events which may include occasional evenings and weekends. APPEAL RIGHTS: If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director. An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action. For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov ; contact the State Personnel Board for assistance at (303) 866-3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules. Notice to Prospective Employees: The Fort Lewis College is required by the Clery Act of 1990 to notify prospective employees, current employees, students and applicants where to access our Campus Security Report. The report is updated and published annually in accordance with the Higher Education Amendments of 1998, Federal Student Right-to-Know, the Federal Drug-free Schools and Campuses Act of 1989. This report contains information about: Fort Lewis College's alcohol and other drug policy Sexual assault policy Campus security policies Campus/community resources The Colorado Riot Offense Statute restriction on enrollment Where to find registered sex offender information Crime statistics for the previous three calendar years Reporting crimes The Campus Security Report can be accessed in two ways: By going to the internet website at: www.fortlewis.edu/AnnualSecurityReport Fort Lewis College Student Affairs Office will also provide a paper copy of the annual security report upon request. You can reach them at (970) 247-7331. Equal Opportunity Fort Lewis College does not discriminate on the basis of race, age, color, religion, national origin, sex*, disability, sexual orientation, gender identity, gender expression, family or domestic status, political beliefs, veteran status, pregnancy, or genetic information. Accordingly, equal opportunity for employment shall be extended to all persons. The College shall promote equal opportunity, equal treatment, and affirmative action efforts to increase the diversity of students, faculty, and staff. The College is dedicated to building a culturally diverse and pluralistic faculty and staff committed to teaching and working in a multicultural environment. To file a report, get resources, read policies, or make an appointment, See www.fortlewis.edu/CARE. Other discrimination questions Office of the Equal Opportunity Coordinator David Pirrone 165 Education Business Hall 1000 Rim Drive Durango, Colorado 81301 (970) 247-7182 djpirrone@fortlewis.edu Questions about Title IX sex discrimination Office of the Title IX Coordinator Madeleine Gillman, Assistant Director of Compliance and Title IX Coordinator 230 Skyhawk Station 1000 Rim Drive Durango, Colorado 81301 (970) 247-7049 mgillman@fortlewis.edu Information about Fort Lewis College’s alcohol and drug policy, sexual assault policy, campus security policies, campus crime statistics, fire safety procedures and fire statistics, and campus/community resources can be found in the Annual Security and Fire Safety Report. Hard copies are available upon request. * Title IX of the Education Amendments of 1972 and Part 106 of the Code of Federal Regulations (CFR) prohibit discrimination on the basis of sex, including in admission and employment. Inquiries about the application of Title IX and CFR 106 to Fort Lewis College may be directed to FLC's Title IX Coordinator and/or to the Assistant Secretary for Civil Rights of the Department of Education. ADAA Accommodations Any person with a disability as defined by the ADA Amendments Act of 2008 (ADAAA) may be provided a reasonable accommodation upon request to enable the person to complete an employment assessment. To request an accommodation, please contact Kristin Polens by phone 970-247-7459 or email kpolens@fortlewis.edu at least five business days before the assessment date to allow us to evaluate your request and prepare for the accommodation. You may be asked to provide additional information, including medical documentation, regarding functional limitations and type of accommodation needed. Please ensure that you have this information available well in advance of the assessment date.