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Specialist, Student Services

Company: Laramie County Community College
Location: Cheyenne
Posted on: June 6, 2021

Job Description:

Overview

The mission of Laramie County Community College is to transform our students' lives through the power of inspired learning. Our over-arching goal is that our accomplishments as a community college will distinguish LCCC from others in the nation, in turn benefiting our communities and bringing pride to the Great State of Wyoming. Our core values include Passion, Authenticity, and the Desire to Make a Difference.

Both a cover letter and corresponding resume detailing how you meet the minimum and preferred qualifications for this position are required. You can upload these documents when you create an applicant profile.

Job Summary:

Core responsibilities of this position include:

This is a 12-month, benefited, and full-time position located at the LCCC main campus in Cheyenne, WY.

Student Services Specialists provide exemplary service to students, families, and the community, and serve as a primary support for general inquiries and navigating all aspects of the student enrollment and financial aid process. Student Services Specialists are responsible for a high volume of student interaction (face-to-face, telephone, email, and chat) and are expected to be effective and professional communicators in all interactions. This position requires a wide breadth as well as depth of knowledge in multiple areas within and related to Student Services, most specifically Admissions, Registrar (student records/registration), and Financial Aid, as well as Academic Advising, Career Services, Student Life, and Student Accounts. Student Services Specialists must have complex and critical thinking and learning skills in order to maintain their knowledge base and utilize appropriate resources. Student Services Specialists maintain oversight of a caseload of non-degree-seeking students for all aspects of enrollment, as well as providing initial and ongoing in-depth registration and financial aid assistance and counseling for all degree-seeking students. Student Services Specialists work closely with students in all stages of their educational journeys, provide financial aid advising, and help students understand and resolve registration holds and financial aid verifications and appeals. Student Services Specialists must thoroughly understand, interpret, and effectively communicate complex institutional policies and financial aid regulations on a regular basis. As members of the Admissions & Academic Advising team, Student Services Specialists assist with facilitating connections between students and faculty, comprehension of College policies and procedures, and referral to community and/or academic support services.

As part of the Student Hub team, all Student Services Specialists are expected to uphold the Student Hub mission statement: The LCCC Student Hub is invested in creating positive, streamlined experiences for the campus community through attentive, knowledgeable, efficient, centralized services.

LCCC in its strategic plan has identified important Core Values and Aspirational Values, which are inherent in the cultural fabric of the College. The person fulfilling this role is expected to bear these qualities and advocate for them.

http://lccc.wy.edu/StrategicPlan/index.aspx#goal1

This position requires some variability in the work schedule and some weekends may be required. Typically, the schedule will be Monday through Friday between the hours of 8:00 a.m. to 6:00 p.m. The work schedule may be adjusted to meet institutional and Student Services needs.

Compensation: This is a Professional 1 position. Salary: $40,260.

Priority Screening Date: The position will be kept open until filled. For full consideration, apply by June 9th, 2021.

For information about Cheyenne, visit http://www.lccc.cc.wy.us/about/welcome.

Essential Functions

Essential Functions: (to perform successfully in this position, an individual must be able to perform essential duties satisfactorily as well as possess education/experience, employ the knowledge, skills, and abilities as listed in representative fashion; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions - this position is Exempt, is not eligible for compensatory or overtime pay provisions of the FLSA. This listing of essential duties is not all-inclusive, but representative; other duties may be assigned).

Customer Assistance & Service

* Serve as the primary service provider for students needing assistance with registration, financial aid, admissions, academic advising and student ID cards * Understand, interpret and counsel students on College policies and procedures and financial aid regulations, including effectively communicating the process and any resolution options to students * Make decisions of a significant matter regarding assessing and interpreting complex, multilayered student situations to accurately guide students to the appropriate service/course of action * Maintain a current and accurate understanding of the processes and procedures used at the Student Hub, as well as in all areas of Student Services. This includes keeping up with quickly-changing information, and knowledge and effective usage of provided resources. * Proactively contact and communicate with students to ensure a thorough understanding of how to navigate their enrollment and financial aid processes * Provide guidance for online student self-service functions for all areas of Student Services, including being familiar with the student portal, encouraging students to use the self-service options available to them in their student portal, and helping students troubleshoot problems with their student portal accounts * Maintain oversight of a caseload of non-degree-seeking students * Provide excellent service to both internal and external customers through positive, helpful, efficient interactions, whether via in-person, phone, email, or chat interaction * Project a genuinely cheerful demeanor in a fast-paced and very people-oriented environment * Represent the College in a well-informed and professional manner * Articulate information in a manner that is clearly understood and identifiable by students, families, and the community, including providing alternative explanations/resources when necessary and coordinating appropriate follow up * Provide general campus information and directions * Act as a liaison between students and other campus departments (both in Student Services and otherwise), including making appropriate referrals to other areas when necessary * Address concerns and complaints respectfully and utilize the chain of command to help address such issues

Process & Document Management

* Utilize LCCC's Student Information System, CRM, and student success management tools in conjunction with other systems, to access and correctly interpret and communicate student data * Maintain a student recruitment and advising caseload of non-degree seeking students and take responsibility for the communication and contact with assigned applicants and advisees according to set standards * Keep accurate records of student interactions in accordance with departmental policies * Maintain organization of all documents according to prescribed departmental requirements * Maintain a high level of confidentiality and integrity of documents and student information according to institutional and regulatory standards * Intake and accurately process Student Services documents in compliance with College and departmental policies and procedures * Utilize established workflow to facilitate the student enrollment process * Collect exact cash and check payments for transcripts and tuition balances and coordinate with Student Accounts for necessary monetary transport

Collaboration & Communication

* Maintain high levels of inter-team and intra-team accountability * As a member of the Student Hub team and the Admissions & Academic Advising team, share responsibility for continuous coverage for the Student Hub and Admissions & Academic Advising during published hours of operation * Provide support and backup to the ACC Student Hub when needed * Contribute to a teamwork environment including being punctual and reliable and communicating openly and effectively with team and supervisor * Communicate consistently and openly with colleagues across Student Services to support office functions, continuous improvement, and student success * Participate in division- and campus-wide initiatives, committees, and task forces as desired/requested * Attend trainings/professional development opportunities as assigned/permitted by supervisor to stay current in the field of higher education and to improve service provided * Assist with training student employees and colleagues when needed * Other duties as assigned (based on contemporary institutional need)

Nonessential Functions:

An employee in this position may perform some of these responsibilities on an infrequent basis.

* Represent the College, the Admissions & Academic Advising department, and/or the Student Hub as needed at various local or regional events including high school fairs and financial aid nights * Assist the College in local, state, regional, or national projects and programs, board, or groups when appropriate * Solicits feedback and implements suggestions from students and peers * Keeps informed of current trends and new approaches as applicable to student services via professional development activities * As required attend college, division, and program trainings/meetings. Overnight travel may be required

Knowledge, Skills, and Abilities:

Knowledge of:

* Personal computer applications - specifically Microsoft Office Suite (e.g., Word, Excel, Outlook, and PowerPoint), Adobe products (e.g., Reader, Professional), as well as database management systems * Basic office equipment including, but not limited to, personal computers and associated peripherals, fax machine, multi-line telephone, voice recorders, and other electronic devices * Institutional mission, philosophy, policies, and procedures * The various departments in and related to Student Services and their interconnectedness

Ability to:

* Read and interpret instructions in oral, written, or diagrammatical form (e.g., a flow chart of a process) * Read and interpret College catalogs, policies, and procedures per Wyoming Community College guidelines * Perform as an organized self-starter * Handle expeditiously, accurately, and confidentially the rapid receipt of communications from all sources: written, email, voice mail, one-on-one, with attention to detail * Act on own initiative while exercising reasonable judgment * Communicate clearly and in an informative manner with a variety of people, in one-on-one and small group settings * Support time-based requests while functioning effectively in a multi-tasking, fast-paced environment with deadlines, frequent interruptions, and some interpersonal pressure * Deal effectively and professionally with people from a variety of diverse backgrounds * Respond to common inquiries from College faculty and staff, regulatory agencies, vendors, regional business community, and others as may be necessary * Maintain a supportive, calm service demeanor when dealing with upset or challenging situations; de-escalate emotionally charged situations with customers, and handle escalated situations with concern and confidence * Examine all aspects and fully comprehend the multilayered elements of a situation, and determine and initiate an appropriate course of action * Work in a highly visible, busy, heavily trafficked student and public office environment in close proximity and constant communication with colleagues

Skills in:

* Customer service * Conflict mediation/De-escalation * Communication, including communicating in an informative manner, effectively listening, and being able to handle escalating situations with the necessary prioritization, concern, and confidence * Establishing appropriate professional rapport with courtesy and tact to accurately determine needs, collect necessary information, and follow through when necessary * Critical thinking and decision making

Physical/Mental Demands: (The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

* To successfully perform the essential functions of this position, an employee must be able to maintain appropriate confidentiality with regard to employee data, documents, issues, etc., and respect privacy needs of employees and past employees with regard to the same * There may be occurrences of employees, past employees, members of the general public, and others who express opinions, may exhibit strong emotions, which will require the employee to interact professionally, diplomatically, and appropriately in such situations * While performing the essential duties of this position, an employee would frequently be required to move around the office space as well as within hallways, meeting rooms, and other parts of the campus facilities * There may be multiple/daily instances of prolonged personal computer use which would include keyboard and/or mouse usage as well as viewing a computer monitor * An employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 35 pounds to perform essential position functions * Specific vision abilities required by this position include close vision, distance vision, and ability to adjust focus * The overall work environment requires the mental ability to shift focal point quickly due to interruptions; an employee must be able to mentally track multiple projects and tasking as well * The noise level in the work environment is usually moderate; however, there may be unexpected instances of somewhat loud sounds

Qualifications

Minimum:

* Associate degree from an accredited institution * 1 year of experience in a position working directly with customers and customer service * Strong written and oral communication skills * 1 year of work experience in a professional environment including proficiency in computer usage and other office equipment (copiers, telephones, etc.), and proficiency with professional-level written and oral communication skills

Preferred:

* Bachelor's degree from an accredited institution * 1 year of experience working in higher education in a position with direct student contact * 1 year of experience in using a relational database or ERP software such as Ellucian Colleague, Banner, PeopleSoft, etc. * Bilingual in Spanish and English

LCCC DOES NOT SPONSOR H1B VISAS

Equal Opportunity and Affirmative Action Employer

Laramie County Community College is committed to providing a safe and nondiscriminatory educational and employment environment. The college does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran status, political affiliation, sexual orientation or other status protected by law. Sexual harassment, including sexual violence, is a form of sex discrimination prohibited by Title IX of the Education Amendments of 1972. The college does not discriminate on the basis of sex in its educational, extracurricular, athletic or other programs or in the context of employment.

The College has a designated person to monitor compliance and to answer any questions regarding the college's non-discrimination policies: Please contact: Title IX and ADA Coordinator, Room 205B, Pathfinder Building, 1400 E College Drive, Cheyenne, WY 82007, 307-778-1217,TitleIX_ADA.Coordinator@lccc.wy.edu.

http://lccc.wy.edu/

http://www.lccc.wy.edu/about/humanresources

Keywords: Laramie County Community College, Cheyenne , Specialist, Student Services, Other , Cheyenne, Wyoming

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