Provides online students and advisors - via online, phone or in-person response - one-stop quality service and information related to processes and policies in all areas of student and enrollment services, including admissions, financing your education, financial aid, registration, articulation, academic program evaluation transcript processing, degree conferral, student accounts and other student support services. Provides pro-active on-the-spot problem solving as well as necessary follow-up on problem resolution; serves as an easy, accessible, credible official resource for information related to university policies and processes. Authorized to maintain, adjust, and make exceptions to student records based upon professional judgment and individual discretion. Assists in the creation, coordination, referral, and delivery of student service/resource programs as assigned; works in liaison with other divisions in the referral/delivery of student resource programs; performs other duties of Student Services as assigned.
TYPE OF SUPERVISION RECEIVED: General direction from the Campus Director. While incumbent will provide information and make decisions, incumbent will conduct business using reflected authority following established policies and procedures.
POSITION DUTIES AND RESPONSIBILITIES:
Essential functions: 100% of time
- Email, chat, and telephone response and providing solutions where empowered to queries& issues raised by online students and/or, specifically related to financial aid, business services, registration, degree audit/program evaluation, articulation, academic policy and procedures, petition processes, graduation/degree conferral, transcripting, and other records related questions
- Escalation of issues raised by student to content expert for resolution
- Participate in weekly pipeline meetings related to recruitment & retention of students
- Prepare and deliver in-person or web based presentations on student services functions
- Support My Windows maintenance for Student Services division