Student Services Specialist II

Pay Rate:

23.97 USD

Position Summary:

This job posting is open through 7/17/24. The hourly rate is $23.97 per hour

The Skyhawk Station is the customer service hub for the Registrar's Office, Financial Aid Office, the Cashiering and Billing Office, Skycard Office, and the Advising Office. The Skyhawk Station works with enrollment service units to provide seamless service from a student-centered perspective in a fast-paced environment throughout the student life cycle and beyond. The goal of the office is to remove barriers, so students can quickly and easily access the information and services they need to support their enrollment and timely graduation.

Student Service Specialist positions with the Skyhawk Station provide customer service and support to prospective, current and past students regarding their student record, account, financial aid, and other student services. Positions on the team also assist faculty and administration with enrollment management processes. The Skyhawk Station, as part of a team, is responsible for cross training and recording changes in department procedures and accurately communicating these procedures to students and other stakeholders.

In addition to having a broad understanding of college policy and practice across multiple offices, these positions also provide expertise in serving special populations throughout their college experience. Student Service Specialists in the Skyhawk Station may serve as the School Certifying Official for Veteran Benefits, the Tuition Classification Officer, the Communications and Events coordinator for the Skyhawk Station or other specialized responsibilities.

This position will answer questions, facilitate transactions, process paperwork, and track student inquiries in Financial Aid, Registrar, Advising, and Student Billing Services. This position requires a strong working knowledge of all service areas and the ability to work directly with them on more in-depth inquiries.

The position will provide high quality customer service in person, via phone, email, and other web-based applications. This position goes through an extensive and comprehensive training program. This training will be ongoing.

MINIMUM QUALIFICATIONS:

Experience Only:

Five (5) years of relevant experience in enrollment management related to the work assigned to this position

OR

Education and Experience:

A combination of related education and/or relevant experience in enrollment management related to the work assigned equal to five (5) years

PREFERRED QUALIFICATIONS

Enrollment management experience in higher education

Experience utilizing Workday

Experience working in higher education

Experience working with diverse student population

Experience working with Veteran benefits as they pertain to higher education

REQUIRED COMPETENCIES

Working knowledge of Office 365

Customer service experience

Analytical & problem solving skills

Ability to work independently and as part of a team

Critical thinking skills

CONDITIONS OF EMPLOYMENT

A final job offer is contingent upon the satisfactory completion of a criminal background check as a condition of employment. All background checks will be conducted in accordance with Fort Lewis College policy.

Job Description:

Integrated Customer Service for Front Window, Email, and Phone Inquiries 50%

This role involves serving as a primary contact for student services, handling inquiries at the front window, and via email and phone. The incumbent is responsible for quickly resolving straightforward requests, such as issuing parking permits, and identifying more complex issues that necessitate a soft transfer to specialized staff, for matters such as academic disqualification.

This includes adeptly handling diverse inquiries regarding withdrawals, add/drop courses, change of academic program, adding/dropping minor or certification, 1098T tax forms, billing, financial aid, work study, loans, financial suspension, FAFSA, purge and course cancellations, academic disqualifications, academic progress, prerequisite errors/overrides, waitlist, FERPA, and grades. Positions must stay current on all policy and procedures changes, curriculum changes, and best practices for all enrollment management offices. The role demands strong problem-solving abilities, comprehensive knowledge of federal laws and Fort Lewis College policies, effective communication with various parties, and appropriate referrals.

Regular professional development through meetings, and trainings with enrollment management offices is required. The position also entails working during peak times and occasionally on evenings and weekends.

Specific Program Assignment 30%

Each Skyhawk Station Specialist is responsible for the management of specific programs, initiatives, or student population. These specific responsibilities may include, but are not limited to:

• Serving as the School Certifying Official for Veteran benefits at Fort Lewis College

• Applying federal, state, and institutional policies regarding veteran benefits, monitoring all aspects of compliance, and maintaining required documentation and reports

• Serving as the School's Tuition Classification Officer determining residency for tuition purposes

• Applying and interpreting state legislation and institutional practice regarding tuition classification. Maintaining communications and resources for students, families and colleagues regarding the rules and procedures for petitioning for in-state tuition. Collaborating with the Admission department to maintain a system for initial residency determination that aligns with state and institutional regulations.

• Serving as the CRM Support liaison in the Skyhawk Station.

• Supporting the building, testing and maintenance of events or forms and their related communications in the CRM.

• Building and testing queries and reports to support specific projects and needs within the Skyhawk Station and with campus partners.

Transactional Duties 20%

This position collects, analyzes processes, distributes, and stores academic record information. The position is responsible for all aspects of records management including utilizing best practices, applying institutional, state and federal regulations, and meeting reporting requirements.

This position processes: incoming mail (including transcripts from other institutions), transcript requests, student schedule change requests, enrollment verifications, release of information requests, grade change requests, Selective Service forms, degree verifications, and degree replacement requests. Scheduling of appointments for students for all campus departments. Position accepts all forms of payment, processing parking permit requests, distributing parking permits, id cards, refund checks and paychecks.

Position will determine if the initial student request can be processed within five minutes, such as a parking permit or if further assistance will be needed such as degree verification which requires a soft transfer to the appropriate staff member. Position must stay current on all policy and procedures changes, curriculum changes, and best practices for all enrollment management offices. Professional development is required such as conferences, weekly meetings, and trainings with enrollment management offices. Incumbent will be required to work peak times, special events which may include occasional evenings and weekends.

Outreach and Special Projects 20%

reaches out to students regarding holds, missing documentation, pending application for graduation issues and unpaid bills. Position also responds to referrals by other departments with regards to students of concern such as student not attending class, family emergency notification, or personal and financial crisis.

Special projects may exist at peak times of the year or due to policy or procedure changes. Positions must stay current on all policy and procedures changes, curriculum changes, and best practices for all enrollment management offices. Professional development is required such as conferences, weekly meetings and trainings with enrollment management offices. Incumbent will required to work peak times, special events which may include occasional evenings and weekends.

APPEAL RIGHTS:

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department's action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov; contact the State Personnel Board for assistance at (303) 866-3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.

Notice to Prospective Employees:

The Fort Lewis College is required by the Clery Act of 1990 to notify prospective employees, current employees, students and applicants where to access our Campus Security Report. The report is updated and published annually in accordance with the Higher Education Amendments of 1998, Federal Student Right-to-Know, the Federal Drug-free Schools and Campuses Act of 1989. This report contains information about:

• Fort Lewis College's alcohol and other drug policy

• Sexual assault policy

• Campus security policies

• Campus/community resources

• The Colorado Riot Offense Statute restriction on enrollment

• Where to find registered sex offender information

• Crime statistics for the previous three calendar years

• Reporting crimes

The Campus Security Report can be accessed in two ways:

By going to the internet website at: www.fortlewis.edu/AnnualSecurityReport Fort Lewis College Student Affairs Office will also provide a paper copy of the annual security report upon request. You can reach them at (970) 247-7331.

Equal Opportunity

Fort Lewis College does not discriminate on the basis of race, age, color, religion, national origin, sex*, disability, sexual orientation, gender identity, gender expression, family or domestic status, political beliefs, veteran status, pregnancy, or genetic information. Accordingly, equal opportunity for employment shall be extended to all persons.

The College shall promote equal opportunity, equal treatment, and affirmative action efforts to increase the diversity of students, faculty, and staff. The College is dedicated to building a culturally diverse and pluralistic faculty and staff committed to teaching and working in a multicultural environment. To file a report, get resources, read policies, or make an appointment, See www.fortlewis.edu/CARE.

Questions about Title IX sex discrimination?

Office of the Title 9 Coordinator

Kate Suazo

230 Skyhawk Station

1000 Rim Drive

Durango, Colorado 81301

(970) 247-6729 cmsuazo@fortlewis.edu

Other discrimination questions?

Office of the Equal Opportunity Coordinator

David Pirrone

192 Education Business Hall

1000 Rim Drive

Durango, Colorado 81301

(970) 247-7182 djpirrone@fortlewis.edu

Information about Fort Lewis College's alcohol and drug policy, sexual assault policy, campus security policies, campus crime statistics, fire safety procedures and fire statistics, and campus/community resources can be found in the Annual Security and Fire Safety Report. Hard copies are available upon request.

• Title IX of the Education Amendments of 1972 and Part 106 of the Code of Federal Regulations (CFR) prohibit discrimination on the basis of sex, including in admission and employment. Inquiries about the application of Title IX and CFR 106 to Fort Lewis College may be directed to FLC's Title IX Coordinator and/or to the Assistant Secretary for Civil Rights of the Department of Education.

ADAA Accommodations

Any person with a disability as defined by the ADA Amendments Act of 2008 (ADAAA) may be provided a reasonable accommodation upon request to enable the person to complete an employment assessment. To request an accommodation, please contact Kristin Polens by phone 970-247-7459 or email kpolens@fortlewis.edu at least five business days before the assessment date to allow us to evaluate your request and prepare for the accommodation.

You may be asked to provide additional information, including medical documentation, regarding functional limitations and type of accommodation needed. Please ensure that you have this information available well in advance of the assessment date.