Admissions Operations Specialist
Title: Admissions Operations Specialist
Class: Classified
Exempt Status: Non-exempt
Grade: 18
Job Summary
Performs a variety of responsibilities related to Admissions and Recruitment at Portland Community College. Acts as a first point of contact for prospective students outreaching to the college. Will answer questions by phone, email, mail and in person regarding admissions processes and procedures related to the college. Coordinates with other student services areas to facilitate the consistent delivery of accurate admissions information. 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.
Typical Duties and Responsibilities
- Interprets and responds to student inquiries in-person, via the telephone and electronically regarding general admissions processes and procedures. Gathers information from students to understand and evaluate individual circumstances; interprets relevant policies, procedures and guidelines to determine best course of action. Refers students to the appropriate department for further assistance as necessary (particularly for closed/limited entry student inquiries) Provides comprehensive customer service in a high volume and challenging, fast-paced environment. Incumbents work at an assigned workstation and/or remotely at the discretion of management.
- Reviews/processes admissions applications as part of the Admissions Operations team.
- Monitors incoming applications for fraudulent activity and uses complex critical decision-making skills to identify fraudulent behavior, tracks/records fraudulent patterns, and elevates fraud-related concerns to admissions leadership as appropriate.
- Reviews student application documents for accuracy and consistency and uses best judgment to clear students for admission. Reaches out to prospective students to support the completion of their applications and requesting additional materials as needed/required (all programs).
- Supports in-person and virtual events as a member of the Admissions and Recruitment team as needed (Preview Days, Partner Days, etc.)
- 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 the admissions CRM or other systems related to the admissions application. Responsible for verifying student identities and resetting student passwords for admissions CRM.
- May utilize other student record systems to update student information or check for duplicate records
- Creates and maintains process manuals related to admissions processing and email/phone communications protocols.
- Elevates Admissions Operations issues to admissions and/or program leadership and makes recommendations as appropriate.
- May also provide specialized admissions support to additional programs (i.e. health admissions)
- Performs other related Admissions/Admissions Operations duties as assigned.
Work Environment and Physical Requirements
Work is generally performed in an office and/or home office setting with frequent interruptions and changes in the workflow/volume depending on the time in the term. Occasional lifting and/or carrying of lightweight 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.
Minimum Qualifications
High school diploma or equivalent. One year of college level coursework in Student Services, Business, Service Industry, Sociology, Communication or a related field. One year of relevant experience may substitute for the college level coursework. Two years’ experience in general office support or one year experience in a student or customer service environment with considerable public contact providing technical assistance and guidance to others and working with complex procedures and regulations.
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 multitask, handle walk-in, phone and internet requests in a fast-paced, high-volume environment.