Purpose/Summary
Community College of Denver is seeking individuals with demonstrated commitment to creating an inclusive learning and work environment. CCD values the ability to work effectively with students, families, faculty, instructors and staff of diverse backgrounds.
GENERAL SUMMARY
This position reports directly to the Solutions Center Manager and works closely with the manager on strategic Enrollment Administration and Student Services initiatives.. This position is expected to respond to complex inquiries and complaints related to registration/records, student billing, financial aid, , admissions, , documentation, holds, residency requirements, tuition & fees, EAB Navigate, general campus and faculty/staff contact information, and other issues; explain complex rules, regulations, and procedures. Duties often require substantial research/follow-up on Banner to validate information and successfully guide current and prospective students through the financial aid, registration and records, and cashiering processes.
The Solutions Center is a combined effort of in-person services through Welcome Center Desks located in both Confluence and Cherry Creek, and phone and messaging services through the Call Center. This position will serve in the Call Center and it is imperative this position be able to navigate, chat, call, and email communications while adhering to Family Education Rights and Privacy regulations and abiding by student information security compliance directives.
Duties and Responsibilities
This position requires a high level of knowledge of administrative concepts and practices, which are used when solving complex admissions, registration/records, tuition & billing, financial aid inquiries, creating efficiencies within the Solutions Center, Registration & Records, Cashiers, and Financial Aid offices, and helping to coordinate outreach campaigns for current and prospective students.
Customer Service Duties
Provide information and a high level of customer service through phone, chat, text and email to resolve inquires and enhance the student college experience. Mentor employees in providing an excellent customer service experience. and demonstrate professionalism at all times. Enrich employee’s general and complex base knowledge and maintain a work environment that highlights and recognizes student success and performance.
Administrative Duties
Review daily work output by work-study and hourly employees scheduled in the Call Center. Assess productivity utilizing monthly data analytics on calls/chats answered, talk/chat time, wait time, drop rate, and idle time. Review chat and phone exit survey responses and implement corrective measures to improve performance when necessary. Develop and maintain an extensive knowledge of the college, state and federal laws, policies and procedures related to Cashier, Financial Aid, Admissions, and Registration & Records while keeping current on any changes to ensure accountability. Compile and analyze frequently asked questions each semester to t keep Solutions Center responses regularly updated and to inform outreach campaigns.
Supervisory Duties
Assist the Solutions Center Coordinator in training and supervision of part-time and work study employees. Update employees on policy/process changes in Admissions, Cashier, Financial Aid, and Registration/Records.. . Help create mandatory meetings / trainings for part-time and work study staff.
Managerial Duties
Assist in developing training material and processes for student employees. Review Solutions Center operations and procedures and make suggestions for improvement.
Share gaps in our solutions and propose solutions to other college stakeholders that would better serve our students.
Other duties as assigned.
To see the full job announcement and to apply, visit:
https://www.schooljobs.com/careers/ccd?keywords=Solutions%20Center%20Specialist%09
