Onboarding Support Specialist

About the role

Works in the Student Services Hub to support the new student onboarding experience, and acts as a key resource for information and guidance to current and returning students. Provides a wide variety of direct student support, including online admissions, registration, cashiering, student records, advising, financial aid, and course placement processes. Monitors student outcomes and provides proactive early intervention strategies for student retention and helps students make decisions that positively impact their educational goals.

Responsibilities

• Supports students with initial stages of major and program exploration that aligns with their career and life goals and provides first-term course advising; ensures that plans are accurate with current catalog year’s curriculum, prerequisites, and program requirements.
• Provides holistic guidance around navigating processes, systems, and resources appropriate to prospective and returning students.
• Performs evaluation of placement test results, explains college placement test scores, describes prerequisites, and recommends retests as needed; includes guidance around how to prepare for a retest and test‑taking strategies.
• Works with students to identify and address academic progression challenges and barriers.
• Applies knowledge of College and community support services and programs, providing referrals when appropriate; collaborates closely with other employees and departments to assist students in navigating difficult or unusual situations and concerns.
• Assists in creating analytics developing onboarding strategies to increase student retention; evaluates data, tracks student progress, and identifies and recommends populations to target with additional support systems.
• Provides mentorship and coaching to student employees working in the Student Services Hub, providing task recommendations when appropriate.
• Works with marketing and recruitment teams to create media materials such as infographics and informational videos to support onboarding.
• Processes payments, issues change or refunds, researches and resolves tuition and fee related discrepancies, and reconciles cash drawers daily; refers to and collaborates with the Business Office as needed.
• Provides comprehensive federal and MHCC‑specific financial aid processes and regulations to students and parents; answers questions relating to financial assistance, maximum timeframe appeals, student academic process appeals, and assists with all required financial aid document collection.
• Serves as a liaison between financial aid