Tech Central Specialist

POSITION SUMMARY

State Tech is in the process of building a team of staff with critical thinking skills to provide customer service to students to create a positive student experience. A Tech Central Specialist provides cross-functional services in the areas of admissions, registration, housing, financial aid, billing and payments to prospective students, students, alumni, parents, faculty, staff and the College community. Provide pro-active and on-the-spot, independent diagnostic support and problem resolution in a broad range of areas and issues. Major responsibilities include providing general answers to college knowledge questions, using professional judgment to provide answers to straight forward questions about admissions, registration, housing, financial aid, and analyzing student accounts. In addition to provide counseling and resolving complex issues, facilitating document submissions across departments, and communicating with prospective and current students. Performs with minimal supervision and a high degree of professional judgment while maintaining confidentiality.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this position successfully, employees must be able to perform each essential duty and responsibility satisfactorily. The essential duties and responsibilities include, but are not limited to the following:

• Answer questions in person, on the phone, from e-mail, or written correspondence; resolve problems and address concerns and issues from students, parents, faculty, staff, collegiate departments, and other third parties in the following areas: admissions, registration, housing, financial aid, and student accounts/billing; use investigation, professional judgment, and individual discretion, as appropriate; follow through on issues until resolved, providing necessary correspondence and contact with students or third parties; work in conjunction with Admissions, Records, Financial Aid, and Business Office staff, or other college departments to clarify situations, as necessary; interceded and/or advocate on the student's behalf.

• Advise students by providing in-depth financial aid information to students and/or their parents concerning the Free Application for Federal Student Aid (FAFSA) applications; be able to explain financial aid eligibility and disbursement of aid, as well as cost of attendance figures and expected family contribution formula, package financial aid for students, providing 'start to finish' service according to guidelines and regulations.

• Explain the process and provide guidance on the correct manner a student completes appeals for Satisfactory Academic Progress and Special Circumstances consideration. Investigate appeals and supporting documentation for accuracy before submitting to Financial Aid staff for review.

• Use professional judgment to make determinations to remove holds that would allow students to register for classes.

• Resolve problems or concerns on student account billing statements and financial transactions; answer questions and explain debits and credits, tuition and fee assessments, credit hour effect on tuition and amount of financial aid to be disbursed, and credit balance refunds submitted to be released to the student.

• Work with students to add/drop classes and explain how that will impact their current financial aid status and how it could impact future financial aid eligibility, as well as the ability to refer to an Academic Advisor if the student needs assistance beyond registration.

• Assist students with making connections with Advisors and those who can help them review their degree audit to know if they are on track to graduate with their cohort.

• Have the ability to help students navigate the process of adding/drop classes, withdraw from the college, or apply to a new academic program.

• Have the ability to explain to students and parents the college policy and the proper documentation to collect for name changes, address changes, transcript requests, add/drop dates, change of major forms, refund policies, and enrollment verification.

• Analyze student accounts to determine if referrals to Financial Aid, Registrar, Business Office need to be made; work to develop effective and efficient communications with subject matter experts to have smooth hand-off points for students.

• Use professional judgment to appropriately apply FERPA regulations and the release of information on a student's record in accordance with Federal Law.

• Stay up to date on current Federal Regulations for Financial Aid, FERPA regulations and school policy.

• Daily receipt and balancing for credit student payments.

• Maintain credit card terminal and printer.

• Duties as assigned by the Student Affairs administration.

• Perform other duties as needed or assigned.

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• Associate degree in the area of business administration and/or accounting is required. Bachelor's degree preferred. Five years of varied college student affairs experience or comparable experience may be accepted. Post-secondary course work is considered a valuable asset.

• Ability to read, comprehend, and implement federal regulations, short correspondence, and memos. Ability to write general correspondence, memos, letters, contracts, financial statements, and reports.

• Ability to provide student-focused services to a diverse population.

• Experience in computers and instructional technology.

• Ability to effectively present information in individual or group situations to internal and external constituents.

• Experience and understanding of technical education programs.

• Knowledge of policies and procedures within a college setting.

• Familiarity with governmental and accrediting regulations.

• Demonstrate ability to utilize the institutional computer system. The ability to quickly learn this system.

• Above average computer operation skills. Experience with Jenzabar products beneficial.

• Strong interpersonal and human relations skills.

• Ability to provide student-focused services to a diverse population.

• Excellent written and verbal communication skills, including, spelling, grammar and public speaking.

• Ability to establish and maintain effective working relationships with students, faculty and staff.

• Excellent organizational skills

• Ability to exercise discretion and independent judgment and maintain the confidentiality associated with student records.

• Ability to solve practical problems and address a variety of concrete variables in situations where only limited standardization exists.

• Ability to use diplomacy and tact when resolving problems.

• Ability to identify problems and determine the best course of action for their resolution.

• Ability to critically evaluate information for accuracy and usefulness in problem solving.

• Ability to interpret federal regulations and to apply the interpretations to the policies and procedures.