Enrollment and Records Specialist

University of Colorado Boulder - Boulder, CO4.2

30+ days ago
Job Summary
The Enrollment and Records Specialist exists to provide the Enrollment and Records Services (ERS) unit with consistent and professional representation of the Office of the Registrar to clients, both internal and external, and to provide customer service and internal support for all programs and services supported by the ERS area. This specialist will be responsible for the investigation, interpretation and auditing of ERS polices and procedures using critical thinking and analytical skills. This position acts as the lead for the training and delegation of key records services and processes such as withdrawals, cancellations, leave of absences, suspensions, discontinuations and transcripts; it will support and guide students considering withdrawal from the university, either for a defined leave of absence or indefinitely, which is often due to hardship of some kind; it maintains complete understanding of the implications of withdrawal and follows all necessary procedures, while also being sensitive to the student’s circumstances and difficulties; it assists students who may want to participate a leave of absence and handles cancellations of students who do not attend CU after confirming. The ERS specialist must accurately inform inquiring students and other campus stakeholders, such as advisors, of applicable policies and procedures for withdrawing, enrolling in a leave of absence, and returning to CU and then must administer these requests in compliance wth the university information system and ensuring that all interested campus parties are informed. The ERS specialist provides skilled support to students, parents, alumni, staff, faculty and the public regarding withdrawal, leave of absence and transcript procedures and policies using quality and innovative customer-service practices and standards, especially as these apply to higher education and registrar’s offices in particular. This position requires a deep understanding of Boulder campus administrative offices, academic schools/colleges, various other programs (including including policies, procedures, personnel, deadlines and dates within each), as well as a breadth of services offered by the Office of the Registrar, including associated laws, regulations, policies, procedures, clients, communications and deadlines.

This position is responsible for applying situational analysis and decision making to current processes that require automation and improvement. This position will be responsible for handling special projects and coordination of outreach campaigns based on assignment from the Assistant or Associate Registrar over ERS, in-tandem with other collaborative business units within the Office of the Registrar.

In this manner, this position will assist the Office of the Registrar with all manner of incoming traffic. This includes utilizing a depth of knowledge of registrar functions and collection of data to assist with any local or campus-wide changes to services and service deliveries which affect the customers in the Office of the Registrar ERS area.

Who We Are
The Office of the Registrar, in support of the educational mission of the University of Colorado Boulder, ensures the integrity and security of academic records and provides enrollment and academic support through innovative systems and superior service to students and other stakeholders.
What Your Key Responsibilities Will Be
Work Lead for Withdrawals
Act as a lead in the records, withdrawals area and an assistant lead in transcripts of the ERS Team.
Delegate the work for withdrawal requests, tuition disputes, student conduct suspensions, cancellations, academic suspensions, leave of absences, and other records related work to make sure they are processed in a timely and efficient manner.
Have a breadth of knowledge in all of those records areas, which are considered specializations in the Office of the Registrar.
Wide-reaching knowledge in the registrar’s office, bursar’s, housing, and other CU departments.
Train records representatives to process work in an accurate and timely manner, and ensure that SLA’s are being met.
Develop consistent training and create knowledge benchmarks for measuring knowledge gained.

Business Process Auditor
Research current practices, by gathering necessary stakeholders and documentation and perform audits of Office of the Registrar business processes, to ensure that the ERS team and the Office of the Registrar meet or exceed customer expectations.
Observe and learn various processes, and utilize audit techniques to collect and analyze data.
Benchmark current business processes against peer institutions that have similar needs and procedures. Implement and create assessments, such as conducting time and motion studies or storyboarding business processes.
Work to streamline and remove unnecessary steps.
Use the data to identify common themes and work to address underlying issues and causes.
Research opportunities and improvements and utilize knowledge of desired outcomes to interpret current resource usage and identify areas of opportunity.
Recommend enhancements and improvements to student transactions and systems through data-driven proposals.
This includes recommendations to web software, improvements to existing Campus Solutions functionality via enhancements or unused delivered functionality, portal interfaces, student web transactions, workflow processes and more.
Design set of operations used to complete business system analysis, evaluating the feasibility, compatibility, performance, and cost effectiveness of potential system configurations, consulting with users to determine their needs and presenting project results, with recommendations on implementation.
Requires consulting with end user staff, understanding, and interpretation of departmental technology, mission, goals, and objectives.
Meet with content owners and other campus constituents as necessary to establish what solutions would be most effective.
Use on-campus technology to automate or improve processing or services, or recommend cost-effective platforms.
Work with the reporting and development teams to develop reports, customizations, and implement various platforms. Test solutions and measure improvements.
Create or collaborate on implementing automated tools and work with end users to efficiently update processes and ensure successful implementation.
Understand data and tools utilized to recognize when code-based tools are not functioning properly and perform basic troubleshooting operations.
Work with OIT, UIS, and internal Technology and Reporting department to maintain and update any automated processes.

Special Project Coordinator and Liaison
Assist the Assistant and Associate Registrar of Enrollment and Records Services with special projects and outreach programs.
These project management skills will include but are not limited to: outreach and process management, research, coordination with appropriate units/offices, population identification, implementation, data collection and analysis.
Project management and outreach will also include liaising with other CU campus offices to identify specific needs, gathering data and following up with conclusions or data specific results.

Enrollment and Records Specialist
Act as a records specialist in the records area of the ERS Team.
Process data transactions, increasingly handled via electronic methods such as web-based applications, electronic forms and workflows, VBA macros, browser-based iMacros, and other script/code-based tools that require basic technical skills to operate and troubleshoot.
Maintain current knowledge of ERS procedures, guidelines and exceptions to policies.
Maintain a wide-breadth of knowledge regarding records and processing.
Provide support to enrollment specialists for the purpose of backup as well as business process improvement by understanding and evaluating current processes for efficiency and effectiveness.
Assist with other records changes including registering students for Intercampus Enrollment, setting proper codes for registration and properly code home-campus payment.
Assist students with course reservation requests and research eligibility.
Assist faculty/staff with registration in classes using the tuition benefit.
For Selective Service, collaborate on form processing, checking the current workflow, and running iMacros to determine Selective Service registration.
Update records for IUTs, graduate to PhD changes, withdrawals, and assist with other registration and records related processing.
Assist administering COF by researching and reconciling COF record errors.
Support Study Abroad registration.
Liaise with CU-SIS Development team members on automating and running batch processes and reports related to ERS functions.
Process transcripts work.
Handle customer interactions and requests, and create accounts based on those interactions.
Enter in GPAs on transcripts, process pick-up orders, or other records and transcripts related information.
Innovate or co-lead initiatives based on new transcript models, including enhanced/extended transcripts and/or co-curricular transcripts for Boulder campus.
Support the Office of the Registrar by making authorized changes to student academic records after reviewing data received for completion and proper authorization; assist with GoArmy data entry; resolve discrepancies or omissions on forms before processing; make changes in the Campus Solutions or on Permanent Records Cards (PRC); and process submitted forms and electronic files, including late drops, record change forms, grade cards, bio/demo information changes, death certificates, deferrals, new student cancellations; processing the National Student Clearinghouse (NSC) error report.

Communication/Customer Service
Represent the Office of the Registrar in a consistent and professional manner to a wide variety of customers with diverse backgrounds, needs, abilities, cultures and expectations.
Represent the university and department through customer facing interactions, including phone calls, chats, emails, and walk-ins.
Apply exceptional customer service skills to engage with customers in a courteous and efficient manner, provide accurate and complete information, and transfer customers to the appropriate areas as needed.
Provide superlative customer support via various media, such as: logging into the automatic call distribution system, especially during New Student Welcome and registration, and other times of peak customer contact; engaging in live web-based user support chats or video conference sessions; giving presentations for new student orientations as needed; assist with internal campus administrative trainings; in all cases representing the office with utmost professionalism.
Exercise judgment and decision-making regarding complex situations and/or questions.
Support integration of Client Services customer service operations, research and apply current customer service best practices, and gather and assess qualitative customer data to continuously improve the reputation of the office.
Must maintain current and accurate knowledge of multiple services, regulations/laws/policies, and SLAs, such as registration, drop/add, FERPA, COF, residency, grading, university withdrawals, transcripts, verifications, degrees and diplomas, study abroad, and many more.
Research answers when uncertain to ensure complete accuracy of information disseminated.
Observe gaps in customer service expectations vs. service delivery and make suggestions for continuous improvement.
Share pertinent information with colleagues and campus constituents via proper channels and forums to ensure consistency and accuracy within the unit, the department and the campus.
Serve as a troubleshooter and problem solver for registration-related and area-specific questions and issues.
Includes handling all non-routine registration situations, disseminating important registration-related program information to Office of the Registrar staff, and supporting the CU-SIS Development Team and Senior Associate Registrar as necessary to resolve registration and/or program issues.

What We Can Offer
The starting annual salary for this position is $44,000.
The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.

Be Statements
Be Driven. Be Resourceful. Be Boulder.
What We Require
A bachelor’s degree from an accredited four-year institution.
Experience in a university registrar’s office, or a university enrollment management or student services office (e.g., financial aid, admissions, bursar).
Experience using databases and computer systems for processing time-sensitive and confidential materials.

What You Will Need
A strong commitment to customer service.
Ability to perform professional, courteous and accurate customer service in a fast-paced, high-volume environment.
Strong organizational, planning, and analytical skills.
Excellent written and verbal communication skills.
Ability to work effectively with all levels of an organization.
Demonstrated good judgment in decision-making.
High emotional intelligence, ability to get along effectively with others and manage differences skillfully.
Ability to learn and use third-party secure platforms to fulfill data requests and error resolution.
Ability to adapt to rapidly changing technology and business practices and to communicate relevant information in an effective, accurate and professional manner.
Knowledge of auditing current processes to determine areas for improvement.
Strong MS Excel, Word, Access and Powerpoint skills.
Basic knowledge of VBA macros and iMacros.

What We Would Like You To Have
Experience with PeopleSoft Campus Solutions student information system.
One year experience in higher education, preferably working in an Admissions/Bursars or Registrar's office.
Experience working with a student information system and imaging system.

Special Instructions

To apply, please submit the following materials:
A current resume.
A cover letter that specifically addresses how your background and experience align with the requirements, qualifications and responsibilities of the position.
You will not be asked to upload references at this time.