To understand, explain, deliver, and enforce a wide array of enrollment policies and related services in a manner characterized by strong customer service and a student-centric approach. To advise and consult with individual students regarding best practices and strategies for navigating these processes, with an emphasis on pro-active, pre-emptive, and preventative approaches. To analyze the impact of policies and services on students, with a special emphasis on their interactions and areas of overlap. To act as a liaison to the Dayton Campus ESA’s via Raider Connect. To identify patterns which suggest opportunities for process improvements, and to make recommendations.
Bachelor’s degree with minimum of 2 years of experience providing direct service to students in an enrollment services area or related field.
Previous Training/Skills: Demonstrated success participating as a member of an interdependent work team.
Demonstrated success communicating with students and others about enrollment services or related policies and procedures.
Ability to navigate a complex ERP (Enterprise Resource Planning system), SIS (Student Information System), or other complex shared database environment strongly preferred. Microsoft Office skills including PowerPoint, Access and other data bases.
Essential Functions and percent of time:
75% Student Enrollment Advising and Express Services:
Uses accepted practices and exercises independent judgment to provide students and their families with guidance and express enrollment services in a manner characterized by strong customer service, a student-centric approach, and a thorough knowledge of related policy, best practices, and legislation. Delivered at the window, via phone, face-to-face, e-mail, and other modes of communication.
1. Perform high quality intake assessment of student needs.
2. Accurately refer student to other staff member and/or service modes as applicable for the student needs.
3. Reduce referrals beyond the Lake Campus as applicable, by making inquiries to other campus resources on the student’s behalf.
4. Answer frequently asked questions efficiently and accurately.
5. Provide efficient and knowledgeable express services to students, including accurate processing as applicable.
6. Help students understand their available options and potential outcomes. Advise students as applicable.
7. Explain policies and procedures, and their rationale.
8. Enforce policies and procedures, and exercise judgment to recognize and refer to supervisor as applicable.
9. Help students understand and accept responsibility for the consequences of their prior choices.
10. Explain and demonstrate ownership of enrollment policies or related administrative decisions or interpretations made by this or other departments or entities.
11. Read notes reflecting advising and service activities.
12. Write notes reflecting advising and service activities according to department expectations.
Examples of enrollment advising and services may include but are not limited to:
1. Registration activity for classes, and related functions.
2. Records release requests.
3. Seeking, obtaining, accepting, receiving, maintaining eligibility for, and returning loans, scholarships, and grants.
4. Meeting financial obligations to the University via available payment methods and strategies.
5. Providing Wright One card assistance, including card deposits, balance information, and utilizing the tools for creation of new and replacement cards.
6. Performs cashiering duties and balances cash drawer, processing payments both in person and via mail.
7. Learning to use and increasingly using self-service resources (such as WINGS Express, Schedule Planner, WINGS , WINGS Resource Center) and electronic forms, scanning to submit paper forms, and performing other self-service functions that reduce phone calls and foot traffic.
8. Requesting special review through appeals, petitions, escalations, or other processes.
9. Other services to be determined.
Essential Functions and percent of time (cont'd):
10% Analysis and Recommendations
Experience, observe, analyze and help improves the impact of policies and services on student success in these processes.
1. Identify polices, services, and their intersections that suggest the opportunity for process improvements.
2. Collect or assist with the collection of data or case studies that help illustrate such opportunities.
3. Craft and advance to supervisor descriptions, supporting evidence, and recommendations.
Non-Essential Functions and percent of time:
Actively participates in structured and impromptu training opportunities, as both trainer and trainee. Participates in job shadowing opportunities. Actively seeks and makes best use of opportunities to cross-train with intra-departmental and inter-departmental colleagues in the flow of daily business activities. Makes effective use of, maintains, and contributes to shared and individual procedure documentation resources.
1. Enrollment Services training may include, but is not limited to:
a. Loan Process and Trouble-shooting
b. Holds management
c. Comparing Financial Aid to Bill
d. Drop, Add, WD, Adjusting Aid to reflect change
e. Explain Applying for Financial Aid
f. Explanation of Different Types of Financial Aid
g. Waiving Fees
h. Explanation of Charges
i. Student Bill Due Date
j. Student Installment Payment Plan
k. Printing an Invoice
l. Waiving Late Fees
m. Wright One Card Deposits
n. Sponsors: Vouchers, Chapter 33 (VA), International Students, and TAA
p. Registrations Standard, with Restrictions or Overrides, and for Special Populations
q. Apply for Graduation
r. Transcript requests
s. Enrollment and other Verification requests
t. Academic, Refund, and Late Fee Petitions
u. Wings, Wings Express, and other Self-Service Support
v. Fee Assessment
w. FERPA and Red Flag Initiatives pertaining to document security.
2. Customer Service training may include, but is not limited to:
a. Active listening skills
b. Open-ended Inquiry
c. Precision Inquiry
i. Diversity, Conflict, Communication, or other related trainings.
5% Other projects/responsibilities
Coordinates or assists with other projects or office duties as assigned. Examples may include, but are not limited to: special research projects, committee service, office management tasks, team-building activities, communication plan activities, student satisfaction activities, and assisting the director, and others.
Wright State University - 18 months ago