Student Care and Success Specialist-New Martinsville Campus

Job Description Summary

Maintain a professional and customer-friendly student service center which provides direct assistance to those contacting the College and assist through the steps from inquiry through graduation and accurately input and process information in the College's computerized student tracking system. Also, work as an effective team member to provide support for other campus administrative staff and faculty.

Responsibilities and Duties

• Maintain a professional, well-organized, customer-friendly student services center while providing up-to-date information to all current and prospective students, staff, faculty and to the general public as needed.
• Answer incoming communications including calls, emails, texts, and CRM communications on a professional level for both campus and collegewide responsibilities.
• Absorb inquiries to appropriate College personnel and relay messages from students to various faculty members.
• Provide assistance for Early Access students, high school counselors, parents, alumni, continuing education, community education and workforce development inquiries.
• Process student admissions applications, process student FERPA forms, process incoming high school transcripts, provide registration assistance, and collection, distribution, scanning, and imaging of paper and/or online financial aid documents.
• Instruct students in the access and use of the Student Portal, WVNCC email, and online learning platform collegewide. Process student IDs and parking permits for the campus.
• Understand financial aid file requirements including internal forms, required financial aid documents, and financial aid funding sources. Communicate regularly with the financial aid office and assist students with payment options. Process payment transactions such as credit card, check and money order payments from students, staff and faculty. Provide information for financial agreements.
• Provide contact and scheduling information for current and prospective students with Action Center staff and assist with scheduling of appointments. Direct students to the Academic Resource Center for documented accommodations and other support services.
• Distribution of parking permits and student pick-up information, answering calls and inquiries concerning degree-seeking programs as well as Continuing and Community Education courses.
• Distribution and sorting of incoming US postal mail and the collection, distribution and sorting of intercampus mail.
• Remain current on college processes and monitor College email for current and updated information needed for student service center procedures and other pertinent information and provide communications to other campuses’ staff as needed.
• Opening and closing of banner procedures, composing daily financial report, and securing personal area before leaving for lunch, breaks, or at the end of the day. Some travel between campuses could be required on a limited basis.

Qualifications and Requirements

• Education: Associate's Degree or vocational/technical school degree, required.
• Experience:
  • Experience: 1 year + - Customer service experience (X)
  • Experience: 1 year + - Computer experience (X)
  • Experience: 1 year + - Office procedures (X)
  • Experience: Minimum 6 months - Telephone and customer service (X)

Knowledge, Skills and Abilities; Additional Information

• Skill/Ability: Ability to work well with others including irate students
• Other: Ability to work in a fast-paced environment and under pressure

Full Benefit Package

• Retirement with employer matching
• Health insurance
• Paid vacation and sick leave
• Holiday pay
• Life insurance

Employer

• West Virginia Northern Community College

Address

• 1704 Market Street
• Wheeling, West Virginia, 26003

Phone

• 304-214-8933