TITLE: Enrollment Services Specialist
EXEMPT STATUS: Non-exempt
Performs a variety of responsibilities related to Enrollment Services at Portland Community College. Acts as the primary point of contact for students in processing admissions and registration related documents. Answers questions in person, via the internet, U.S. mail or by phone regarding college policies and procedures related to admissions, registration, testing, advising, financial aid, and other Student Services. Coordinates with other student services areas to facilitate the consistent delivery of admissions and registration services. Refers students to appropriate college resources. Provides service to a diverse population including non-native speakers, international students, high school students and other community members whose needs and interests vary.
This classification is distinguished from the Senior Enrollment Services Specialist in that incumbents assigned to the "senior" level perform oversight for enrollment services activities at an assigned campus; function as the technical resource providing general support to staff and serve in a lead capacity.
Typical Duties and Responsibilities
- Interprets and responds to student inquiries in-person, via the telephone and electronically regarding admissions and registration and general college policies and procedures. Gathers information from students in order to understand and evaluate individual circumstances; interprets relevant policies, procedures and guidelines to determine best course of action. Refers student to appropriate department for further assistance as necessary. Provides comprehensive customer service in a high volume and challenging, fast-paced environment. Incumbents work at an assigned work station and at the front office registration desk on a rotational basis; some campus staff will work directly at a window setting.
- Processes admissions applications from prospective students received via the internet, fax and U.S. mail or in person. Handles applications for a breadth of PCC programs such as PCC degrees, GED, high school completion and dual enrollment. Obtains transcripts for dual enrollment programs with 4 year college and universities. Assists students by directing them to and informing them about the next steps in the student process such as testing, new student orientation or advising.
- Processes registration applications, class additions and/or withdrawals from students via the telephone, internet and U.S. mail or in person. Provides information to students regarding the availability of classes (Credit, CEU, ABE & ESOL); enrollment and class status; and location of campuses/centers and classes. Notifies students of registration dates, withdrawal deadlines and drop/billing dates.
- Generates and processes student, staff and faculty identification cards.
- Processes enrollment verifications and requests from students and various agencies who request information about student enrollment. Evaluates documentation to determine appropriate release of authorization.
- Applies federal, state, local and institutional laws, regulations and policies. Performs all functions within compliance of the above restrictions as well as within FERPA compliance (Family Educational Rights and Privacy Act).
- Provides computer navigation support to students utilizing MyPCC, Distance Learning website and Community Education on-line courses. Responsible for verifying student identities and resetting student passwords.
- Creates student master files by entering information from the admissions application into the Banner student module. Searches the system prior to entering information to verify students are new to avoid duplicate records. Notifies Senior Enrollment Services Specialist when duplicate records are found. Updates student records by making changes to address, residency, student program, and major.
- Answers calls, responds to requests and refers students to appropriate resources for information on a breadth of topics including but not limited to Advising, Counseling, High School Completion, International Student Admissions, New Student Orientations, Financial Aid and Testing. In addition, information may be provided regarding district-wide academic and career technical education programs, along with general comprehensive college information as requested.
- Processes credit card charges and payments for PCC application and/or registration fees. Posts fees on student accounts and verifies that previous payments have been made.
- Performs office support duties which may include scanning documents; distributing and processing of mail; updating and ordering admissions/registration publications and various office supplies; and maintaining office area by updating signs and ensuring adequate supply of catalogs, class schedules, forms, etc.
- Orients faculty, staff and administrators in the use of the college computer database to create class waitlists, grade rosters and input/change grades, etc.
- Processes official/unofficial transcript requests.
- Performs other related duties as assigned.
Work Environment and Physical Requirements
Work is generally performed in an office setting with frequent interruptions and changes in the workflow/volume depending on the time in the term. Occasional lifting and/or carrying of light weight materials or equipment may be required. Position involves sitting for extended periods of time while working at a computer terminal. Learned physical skill is required to perform keyboarding and/or ten-key functions.
High school diploma or equivalent supplemented with two terms of college level course work emphasizing the area of business technology or other related office occupations curriculum. Six months of relevant experience may substitute for the college level course work. Two years of office support experience or one year of experience in a student services environment with considerable public contact is required.
Knowledge, Skills and Abilities:
- A working knowledge of word processing, database and/or spreadsheet application is required.
- Ability to accurately apply and explain policies, procedures and record systems;
- Ability to interact with students, staff and the public in a pleasant, tactful and courteous manner;
- Ability to research records and determine source of error;
- Ability to communicate effectively orally and in writing;
- Ability to perform basic arithmetic computations;
- Ability to work under pressure and meet deadlines;
- Ability to keep accurate records and maintain confidentiality;
- Ability to operate standard office equipment such as a fax, computer, telephone and copy machines;
- Ability to convey technical information to a diverse population of students, staff and public.
- Ability to multi-task, handle walk-in, phone and internet requests in a fast-paced, high volume environment.