Records and Enrollment Specialist

Position Summary This position is responsible for monitoring daily activities related to the Office of the Registrar and the student records team. Primary responsibility is the training of Records & Enrollment Technician staff and Federal Work Studies; troubleshoots problems with document management, student information, job aids, and customer relationship management systems. Responsible for monitoring and ensuring daily completion of academic document processing, transcript request processing, grades and attendance updates, and records processes to update student files. Analyzes and researches student documents and processing issues to enhance the efficiency of student service. Runs and completes processes and reports for the Office of the Registrar to assist in retaining accurate student files. Assists in disseminating and enforcing admissions eligibility information, University policies and procedures to students, faculty, and staff to ensure compliance and enhance comprehension of institutional policies and procedures, and general information to students, alumni, staff, and faculty. This position is also responsible for maintaining record integrity and upholding FERPA policy and compliance within administrative policies and procedures. Essential Functions: Primarily responsible for training all Records & Enrollment Technicians to ensure timely processing of all records department tasks, including processing of incoming and outgoing documents, enrollment verifications, student enrollment, and other tasks related to student academic records and inquiries. Responsible for training Records staff in SOAR Peoplesoft, Hyland OnBase, Oracle CRM RightNow, Parchment platform, Windows, Adobe Acrobat Pro, and other software packages utilized in the Office of the Registrar in coordination with the Supervisor, Technical Records. Responsible for creation and maintenance of Job Aids, PowerPoint Presentations, and other training materials. Run SOAR queries to identify files ready for evaluation through automated work-flow processes and to identify, update, and notify students of missing documents. Responsible for running daily reports and assigning tasks to Records & Enrollment Staff. Runs and reviews reports and processes for the Office of the Registrar to ensure accuracy of student data. Assigns report data to Records & Enrollment Technicians for review and updates as needed. Supervises the scanning and importing of enrollment paperwork, transcripts, and other student academic documents into the document management system (Hyland OnBase) and updates to the student information system. Provides expert assistance regarding document processing and serves as third point of contact for elevated student and staff situations after Records & Enrollment Technicians. Conducts research and provides resolution options to Supervisors and staff in Office of the Registrar. Provides troubleshooting of problems and feedback concerning business processes and the input processing and archival/retrieval modules. Advises Supervisor, Technical Records and Registrar of possible solutions. Coordinates continuous quality review of student files, improvement of communications, policy and procedural documentation, and file handling and processes. Processes and monitors the processing of Attendance Verification forms, Change of Grade forms, Extension of Incomplete Grade forms, and assists in resolving and communicating appropriate policies and procedures for student or faculty submitted disputes in grades or attendance. Coordinates with School Deans and Grade Appeal Committees, Finance Committee, and the Committee on the Application of Standards to update SOAR records of students who have gone through the appeal process. Notifies supervisor to ensure timely verification and update of Academic Standing if a grade or attendance has been altered. Coordinates with Financial Aid and Student Accounts departments for dropping and adding disputed classes for accurate crediting and/or debiting fees. Provides skilled support and information for telephone calls, and email inquiries from students and staff concerning the status of enrollment documentation and receipt of incoming transcripts, status of outgoing transcript orders, status of grades and in-class attendance, and status of University enrollment and degree information. Third-level support to Records & Enrollment Technicians for escalated and technical inquiries on incoming/outgoing transcripts, attendance/enrollment information, and University standing/degree status. Documents inquiries on student files via customer relationship management system and student information system. Assists Supervisor of Technical Records with special projects related to University Policy updates, business processes, and implementation of new software. Is involved in meetings, testing, and providing suggestions for improvement and completion of project rollout. MARGINAL FUNCTIONS (While the following tasks are necessary for the work of the unit, they are not an essential part of the purpose of this position and may also be performed by other department members.): Receives and reviews enrollment documents; verifies authenticity of incoming transcripts; scans documents as needed into the document management systems. Monitors receipt and review of enrollment and academic documents. As needed, verify and index scanned enrollment paperwork, transcripts, and other documents to the document management system, and update the student information system with received status. As needed, scans documents into the document management systems. Supervisory Responsibilities : Interview, train, and develop up to 10 staff members. Indirect supervisor. Requirements: Education & Experience Associate’s degree or equivalent relevant experience required. Experience: (Amount and kind) Minimum three (3) years of experience in an office environment to include two (2) years experience in higher education (registrar's office preferred) and with a good understanding of file management required. Experience with scanning, document management system(s), customer relationship management system(s), and/or student information system(s) required. Technical / Functional Skills General knowledge of Microsoft Windows and Office Suite. Knowledge of Adobe Acrobat Pro for creating and editing PDFs. Experience with all of the following programs: Hyland OnBase, Hyland Brainware, Oracle Right Now, and SOAR PeopleSoft. Proficient knowledge of computer use and software packages; preference given to applicants with demonstrated experience/expertise with Windows7 or higher and document management and student information systems. Competencies Possess mature judgment with ability to be tactful and diplomatic in difficult student and staff/faculty encounters; professional oral and interpersonal communication skills. Aptitude for organization, thoroughness, and accuracy in detailed work. Ability to work in close proximity to and in a virtual environment with others in a congenial and supportive workplace. Ability to work independently and under pressure of deadlines. Ability to identify and solve problems without direct guidance from supervisor. Acts as a role model. Anticipates and plans for change. Communicates vision to the team. Ability to lead, direct and/or influence others to obtain results using a wide degree of creativity and latitude. Working knowledge in building teams. Ability to participate as an active team member of the team and organization and work toward a common goal. Actively seeks opportunities to influence, build effective relationships and gain alignment with peers, functional partners and/or external partners to accomplish business objectives. Location : Hybrid Travel: Occasional Travel is required Compensation Range: Hourly: $24.86 - $32.32 #J-18808-Ljbffr