DETAILED STATEMENT OF DUTIES AND RESPONSIBILITIES:
- SSC functions as the “One Stop Shop” University Enrollment Center: Student services are rendered specifically on behalf of the Offices of the Registrar, Bursar, Financial Aid, and Continuing Education. Services entail processing all official documents related to a student’s account which also include deferments and waivers, processing payments (check and cash) all while maintaining required handling protocols.
- Create a welcoming, inclusive, culturally competent customer-service focused environment for all customers through email, written correspondence, in person or by telephone.
- Counsel, investigate, problem-solve and resolve questions and issues from current and former students, faculty, staff, parents, and third parties.
- Performs student services functions pertaining to registration such as, but not limited to, adding and dropping of classes, enrollment verification, transcript ordering, change of name and address, enrollment cancellation, late registration fee waivers, non-resident tuition waiver, graduation, and withdrawal.
- Assist students with various questions regarding their customer account including payments, disbursements, holds, book vouchers and refunds.
- Provide detailed financial aid information to students in accordance with all applicable laws, regulations, and policies, with regards to the application process, needs determination, verification, and status of their financial aid application in accordance with the financial aid regulations, policies, and procedures.
- Complete transactions related to registration, student account services, and financial aid processing to the extent possible. For issue(s) requiring additional assistance, SSC Admin will direct student to proper point of contact for resolution.
- Manage reporting including but not limited to the Department of Transitional Assistance, Department of Housing Authority, Mass Rehab; degree audit reports.
- Process third party billing for Online and Continuing Education including but not limited to completing necessary paperwork, reaching out to students, and processing payments
- Assist in the write off process and collections of Online and Continuing Education (OCE) unpaid student debt.
- Assist with verification/documentation and ensure accuracy and successful completion of forms and additional documentation: Scholarship verification, sibling verification, financial aid requirements.
- Assist with various office support functions, including but not limited to scanning documents, filing, answer incoming calls and making return calls as needed, and researching and responding to email.
- Perform other related duties as assigned or as directed. The omission of specific duties does not preclude the supervision from the assigning duties that are logically related to the position.
- Understand and abide by FERPA & HIPPA regulations.
Minimum Qualifications (Required):
Applicants must have at least (A) two years of full-time, or equivalent part-time experience in office management, office administration, business administration or business management, the major duties of which included one or more of the following functions: purchasing, personnel management, budgeting, accounting, records management, work simplification, grants management, contract administration or program management, or (B) any equivalent combination the required experience and the substitutions from the Massachusetts State Classification Specifications. http://www.mass.edu/foremployees/classificationspecs/classspecs-pers.asp#C
QUALIFICATIONS REQUIRED AT HIRE (List knowledge, skills, abilities)
- Outstanding interpersonal and active listening skills along with an analytical and critical thinking ability in order to interpret and respond appropriately to diverse groups of people in various situations.
- Must have exceptional follow-up, follow-through, and attention to detail, accomplishing tasks with concern for all areas involved, no matter how small.
- Demonstrated skills in working efficiently and completing tasks in a fast-paced environment amidst interruptions and fluctuating workloads.
- Knowledge of the principles and practices of office management.
- Knowledge of the methods of general report writing.
- Knowledge of the methods used in the preparation of charts, graphs and tables.
- Knowledge of the types and uses of general office equipment.
- Ability to understand, explain and apply the laws, rules, regulations, policies, procedures, specifications, standards and guidelines governing assigned unit activities.
- Ability to analyze and determine the applicability of data, to draw conclusions and to make appropriate recommendations.
- Ability to follow written and oral instructions.
- Ability to gather information through questioning individuals and by examining records and documents.
- Ability to write concisely to express thoughts clearly, and to develop ideas in logical sequence.
- Ability to assemble items of information in accordance with established procedures.
- Ability to determine proper format and procedure for assembling items of information.
- Ability to prepare general reports; ability to maintain accurate records; ability to prepare and use charts, graphs, and tables.
- Ability to communicate effectively in oral expression.
- Ability to give written and oral instructions in a precise, understandable manner.
- Ability to deal tactfully with others.
- Ability to establish rapport and maintain harmonious working relationships with persons from varied ethnic, cultural and/or economic backgrounds.
- Ability to work independently and demonstrate initiative.
- Ability to exercise sound judgment.
- Ability to exercise discretion in handling confidential information.
Preferred: Spanish Speaking
QUALIFICATIONS ACQUIRED ON JOB (List knowledge, skills, abilities)
- Knowledge of the laws, rules, regulations, policies, procedures, specifications, standards and guidelines governing assigned unit activities.
- Knowledge of the proper telephone procedures for making and receiving agency calls.
- Knowledge of the types and uses of agency forms.
- Knowledge of the range of enrollment-related services and processes provided by UMassD.
- Ability to work effectively with administrative departments and student service units.
- Ability to interpret University policies and procedures and utilize the PeopleSoft system to analyze and process students’ transactions.
- Ability to resolve issues and to know when and to whom an issue should be directed