1. Provide exemplary customer service by phone, mail, email, online chat or in person; interacting with a broad range of campus partners, both internal and external, to support students, faculty, staff and the community.
2. Use critical thinking to evaluate and process confidential student information and assist in problem solving in a manner that is sensitive to issues related to functions of the Admissions and Records office.
3. Process applications through CRM, troubleshoot issues that arise. Perform checks to identify and merge duplicate records.
4. Manually process all non-standard registration (i.e., short-term training opportunities, independent studies, adult education). Process and send welcome packets within an established timeline after processing of application.
5. Identify, evaluate and coordinate with other departments to close out duplicate and deceased student records within the SIS.
6. Perform clean-up of errors within the SIS, CRM and other software and platforms used throughout the college.
7. Responsible for overall student registration processes, including but not limited to student registration issues, drops/adds/withdrawals and interpreting blocks; problem solve student issues and effectively interact across departments to provide resolutions.
8. Display cross-departmental knowledge and accurately provide detailed information to students, staff, faculty and the general public regarding institutional policies and processes.
9. Maintain the security of student records, both physical and electronic, through compliance with FERPA requirements, provide requested information only relative to the students’ education to other campus partners.
10.Facilitate continuous technology improvements in student and faculty services by performing data entry, systems testing, information processing and responding to inquiries related to students’ academic records, advising and registration requirements, graduation and the degree process.
11.Develop and maintain detailed instructions for new and existing processes within the Admissions and Records office. Have a working knowledge of, and provide cross-functional support across campus for, all Admissions and Records processes.
12.Collaborate with the ISS department to test, implement and maintain new and updated processes as well as document and communicate issues that arise after deployment to the appropriate staff for resolution. Provide end-user training and support.
13.Train and support part-time and student workers as well as new full-time staff.
14.Receive and document in the SIS all external transcripts; including high school, college, GED, military and IDOC training credits utilizing established policies, procedures and IAI guidelines to determine acceptability and placement of forcredit.
15.Enter SAT, ACT, placement test scores and other waivers to student records.
16.Execute end of term processes including grade verification, monitoring and posting repeated and audited courses, and updating academic probation, suspension and dismissal to student’s files.
17. Utilize the degree audit module to advise Division Chairs of appropriate course substitutions, process graduation, confirm student degree/certificate status and communicate the results with the graduating student population. Produce and distribute diplomas/certificates. Enter all degree/certificate data in the Colleague System.
18.Responsible for maintaining curriculum changes within the degree audit system
19.Documentsand maintains students’records utilizing the imaging software.
20.Verifies data entry of student history.
21.Process non-traditional learning credits to include CLEP, AP and proficiency credits.
22.Makes necessary approved grade correction changes. Monitors and changes incomplete grades.
23.Identify and update social security number changes on Student Record System, CRM and imaging system.
24.Review and implement grade exclusions according to school policy.
25.Update the National Student Clearinghouse as necessary for enrollment and graduation changes.
26.Process academic program and advisor changes.
27.Produce student transcripts.
28.Provide additional departmental support as assigned by the Director.
29.Actively participate in departmental and professional development opportunities as assigned or approved.
30.Participate in activities related to Student Services such as registration events, graduation and others as assigned by the Director.
31.Adjust work schedule to accommodate periods of increased activity, including evenings and weekends, as necessary.
32.Other related duties as assigned.
