Student Services & Enrollment Specialist

About the role

The One-Stop at Perry’s Nest provides comprehensive services to prospective students, currently enrolled students, staff, faculty, and the members of the community-at-large who are seeking information or services from the University relative to outreach, pre-admission advising, transcript evaluation, services related to admission and graduation, student records, registration, financial aid, housing, accessibility & veterans services, and more.

Responsibilities

• Serves as the primary staff point of contact for students within the Enrollment Management & Student Services model, ensuring student issues are resolved thoroughly and with a customer-focused approach.
• Effectively and efficiently advising current students on university policies, procedures, and eligibility requirements as they relate to enrollment services, admissions, financial aid, records/registration, graduation, and academic standards as stated on the University’s website.
• Obtain information, analyze data, reason logically, and draw valid conclusions to make appropriate recommendations to students through a working knowledge of general University operations.
• Provide accurate, ethical, and quality initial admission, registration, graduation, and financial aid advising to help students navigate through the University via phone, in-person, and through electronic communications (texting and virtual platforms).
• Partner with Student Services & Visit Specialist to train all Student Ambassadors in the One-Stop to complete daily tasks, address students' concerns accurately, and to completion.
• Attend scheduled training sessions with other offices. Keep all training and process documents updated as processes change and when new information is shared.
• Admissions: Determine if transcripts meet the requirements and deadlines, explain admission decisions and the next steps to qualify for admissions, an appeal, or refer the student to specialists to evaluate transcripts. Determine admission status and give clear and concise directions for the next steps.
• Records/Enrollment: Collect documents and review for accuracy. Advise students as to which document is appropriate for their specific needs, and verify the accuracy of completion. Explain the policies and procedures regarding university registration policies and help students register or troubleshoot areas of obstacles.
• Graduation: Explain policies and procedures to facilitate graduation filing. Help students who can file for graduation online or advise, based on the situation, to file as non-matriculated. Verify status regarding graduation and explain the process to ensure students' understanding of the ceremony versus confirmation of the degree awarded.
• Financial Aid: Help students, parents, and staff complete tasks to facilitate the gathering of information/documents for financial aid. Explain the awarding timelines and priority deadlines to students. Advise students on how to view their financial aid awards through their MYCSUEB Portal. Assist students with completing financial aid paperwork through the CampusLogic platform. Troubleshoot areas of login and incorrect document retrieval due to user error. Advise students and parents about the types of acceptable documentation. Provide a clear explanation of requirements and expectations to students when documents do not meet the financial aid specifications.
• Compliance Support: Assist in the administration of aid for special programs, including but not limited to PHAP, Teaching Credential, and other non-degree programs. Gather data from reviews and assist in the administration of resolutions for issues, including (but not limited to) over awards, aggregate issues, dual enrollments, C flags, Pell Pop, and other discrepancies that cannot be resolved through batch/system processing. Assist in ensuring the timely administration and coordination of Private and Plus Loans. Help with supporting the timely administration and coordination of Special Circumstance Appeals as well as Verifications. Assist with the administration of remote learning programs, such as study abroad and institutional partnerships through cross-registration. Assist with phone traffic for the Financial Aid Office.
• Special Projects: Maintain the student contact in Salesforce and respond to Perry’s Next email and text message inbox through CaseManagement & Mogli. Seamlessly transition between in-person and virtual roles as needed to service both students on the different communication platforms. Regularly update Perry’s Nest information monitor with the important deadlines and other events and happenings on campus. Work with IT to ensure computers/iPads are running effectively. Ensure a clean, welcoming, and professional appearance of the One-Stop area. Attend staff meetings, training sessions, and Town Hall meetings as appropriate and directed. Participate in on-campus and off-campus events as needed.

Qualifications

• The equivalent of two (2) years of professional experience in one of the student services program areas or in a related field.
• Experience should give evidence of competence and indicate the potential for further growth.
• A master’s degree in a job-related field may be substituted for one year of professional experience.
• Educational requirements: Equivalent to graduation from a four-year college or university in one of the behavioral sciences, public or business administration or a job-related field.
• Additional specialized experience during which the applicant has acquired and successfully applied the knowledge and abilities shown above may be substituted for the required education on a year-for-year basis.
• Knowledge and Abilities: Working knowledge of the practices, procedures and activities of the program to which assigned; general knowledge of the methods and problems of organizational and program management; general knowledge of research and interview techniques, and of the principles of individual and group behavior; ability to interpret and apply program rules and regulations; use initiative and resourcefulness in planning work assignments and in implementing long-range program improvements; obtain factual and interpretive information through interviews; reason logically; collect, compile, analyze and evaluate data and make verbal or written presentations based on these data; advise students individually and in groups on routine matters where required; recognize multicultural, multi-sexed and multiaged value systems and work accordingly; establish and maintain cooperative working relationships with faculty, CSU administrators, student organizations, private and public agencies and others in committee work, and student advising and community contacts; and, rapidly acquire a general knowledge of the overall operation, functions and programs of the campus to which assigned.

Skills

• Ability to develop, retain, interpret, and apply comprehensive knowledge of university enrollment requirements, policies, and procedures.
• Ability and willingness to understand, embrace, and communicate CSUEB marketing messages.
• Ability to analyze complex situations accurately and adopt effective courses of action.
• Knowledge of individual counseling techniques.
• Knowledge of student services programs outside of Planning, Enrollment Management, and Student Affairs.
• Ability to advise students on complex student-related matters such as disqualification and financial aid.
• Ability to carry out complex assignments without detailed instructions.
• Ability to interact professionally and effectively--individually or in group settings--with diverse current and/or prospective students and their family members.
• Strong organizational skills and ability to plan, coordinate, and initiate actions necessary to implement administrative or group decisions or recommendations.
• Excellent written and verbal communication skills in English.
• Ability to work with student information systems (at an advanced level), imaged document systems, degree audit software, instant messaging, e-mail, web-based information resources, and MS Office application.

Benefits

Cal State East Bay offers a broad range of benefits that includes medical, dental, vision, retirement (CalPERS), 401k, 457, 403(b), dependent and health care reimbursement accounts, life insurance, vacation and sick, 14 paid holidays, one personal holiday and tuition fee waiver. For more information on the benefits program, please visit our benefits website. The CSU Total Compensation Calculator demonstrates the significance of our benefits package.