Location: Worcester, MA Category: Student Services Posted On: Sun Apr 4 2021 Job Description:
GENERAL STATEMENT OF RESPONSIBILITIES: Deliver comprehensive information regarding all aspects of college procedures, programs and services that pertain to the enrollment, retention and student success. Provide excellent customer service
SUPERVISION RECEIVED: Reports to the Assistant Vice-President for Student Success
SUPERVISION EXERCISED: Student Staff. (Work Study Students)
DUTIES AND RESPONSIBILITIES:
Provide information, assistance and guidance to current and prospective and returning students regarding college programs, financial services, admission/enrollment processes, student support services, placement testing information registration and advising processes such as course registration.
Responsible for accurately responding to inquiries about the Student Success Center and Quinsigamond Community College from students, staff and the community in a courteous and professional manner through telephone, email, social media, and/or personal communication and schedule appointments as appropriate.
Review enrollment status with students; apprise students of missing information, documents and financial commitment; update directory information as necessary in CX; offer student solutions to overcome barriers to retention and/or enrollment.
Initiate the process of career and academic planning as part of the admission intake procedure by exploring initial degree/major interests.
Process tasks associated with admissions applications, advising process, financial aid applications, enrollment verifications, reports, forms and transcripts.
Answer questions and assist with Financial Assistance application completion.
Promote the use of student portal by guiding students through its various uses such as registration, payments, financial aid tracking status and student academic statuses;
Work closely with the Student Accounts Manager, analyzing a caseload of student account receivables; assisting students with resolving balances; answering questions regarding the application of payments, scholarships/financial aid, refunds requests, and payment plans.
Resolve student challenges by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions to aid with persistence; escalating unresolved problems.
Continuously assess processes and procedures and offer recommendations to revise accordingly. Collaborate with all departments to ensure a seamless placement and support process for all students.
Responsible for working cross-functionally with other teams, building customer relationships, and other special projects, as necessary.
Assist in implementing retention activities such as emailing or making phone calls to current or prospective students, collecting or reviewing data to inform retention strategies.
Maintain files and records; utilize ImageNOW scanning technology to update electronic files;
Accept, verify completeness and accuracy, process and update student information and documents in multiple college databases and systems.
Must be flexible and willing to assist during peak times of registration rotating between in-person and electronic customer service duties.
Anticipate and meet all student/customer needs accurately, professionally and with a commitment to customer satisfaction.
Consistently demonstrate a positive and professional attitude.
Performs other duties as assigned.
Bachelor's degree in Education, Counseling, Psychology or other field related to area of assignment; with two years experience and/or training involving area of assignment, which may include college registration, academic advisement, career development, career experience, training, program/project management or administrative work in academic environment/ or an equivalent combination of education, training or experience.Experience successfully planning, executing and evaluating programs and initiatives.
Excellent written and verbal communication skills required.
Commitment to providing excellent customer service.
Creative problem-solving abilities.
Previous experience in fast-paced a work setting that required delivering a high level of quality customer service.
Customer orientation and ability to adapt/respond to a diverse population needs.
Five years direct student services work experience at a higher education institution.
Knowledge and experience with Image Now, Jenzebar CX, PowerFAIDS or related student transaction systems.
Bilingual or multicultural.
Advanced knowledge of Microsoft Office suite, ImageNOW and scheduling software.
Proven organizational and planning skills.
SALARY: Salary is commensurate with MCCC salary schedule and dependent upon such factors as education and experience. Minimum starting salary is $47,597 per year. Anticipated starting annual salary range of $47,597 to $50,647 and includes a comprehensive benefits package.
HOURS: Monday through Friday 8:00am-4:00pm, 10:00am-6:00PM or 11:00am-7:00pm
QCC was established in 1963 to provide access to higher education to residents of Central Massachusetts. Since the early 60s, enrollment has grown from 300 to over 13,000 full and part-time day and evening students served. Over 120 associate degree and certificate career options in Business, Healthcare, Technology, Liberal Arts, and Human Services. The College also offers a wide variety of non-credit courses, workshops, and seminars through its Center for Workforce Development and Continuing Education. In addition, over 300 noncredit and nearly 35 credit courses are offered online.In addition to its main campus on West Boylston Street in Worcester, the College has program locations in downtown Worcester at its Healthcare and Workforce Development Center, at the Senior Center in Worcester (Hospitality & Recreation Management), Burncoat High School in Worcester (Automotive Technology), and in Marlborough at Assabet Valley, and Southbridge.QCC is especially interested in candidates who, through their research, teaching, and/or services, will contribute to the diversity and excellence of the college academic community.