Student Support Professional

About the role

The Student Support Professional (SSP) plays a crucial role in the Enrollment Services One Stop team at HFC. Serving all prospective and current students and graduates, the SSP offers personalized help on various topics in one convenient location. The Enrollment Services One Stop, located in the Welcome Center, is an innovative one-stop service center among community colleges.

Responsibilities

• Answer student questions while teaching students how to use self-service tools and assisting with all enrollment services needs in one place.
• Handle complex issues by having direct access to other staff members with specialized expertise.
• Represent multiple enrollment-related offices and answer enrollment-related topics.
• Provide on-the-spot services in real-time and follow up as needed to bring closure to any unresolved student matters.
• Communicate necessary information and assist and counsel students with enrollment transactions, including but not limited to admissions, orientation, assessment, registration, records, financial aid, and student account-related matters.
• Communicate with faculty, staff, and students on enrollment service matters.
• Monitor and personally help students complete enrollment-related tasks online.
• Explain the use of the student portal and all its functions to students to enable them to conduct their future transactions independently.
• Attend regularly scheduled meetings, workshops, and other training.
• Establish and maintain positive working relationships with college personnel and students in a multicultural environment.
• Stay current with financial aid regulations and other changing policies and procedures.
• Follow the Family Educational Rights and Privacy Act (FERPA) and other confidentiality-related issues.
• Develop and maintain knowledge of all relevant College forms, procedures, and processes that relate to student interactions and transactions.
• Collaborate with other departments and personnel as appropriate.
• Interact with other College departments and personnel, as appropriate.
• Perform other related duties as assigned, and function in the office during peak enrollment periods.
• Provide conflict resolution.
• Have strong analytical and organizational skills.
• Exhibit strong critical thinking and problem-solving skills with the ability to make independent decisions and judgments consistent with the level of the position.
• Address student enrollment services in person, electronically (chat, email, etc.), and by phone and over Zoom/Microsoft Teams/video.
• Represent financial aid and scholarship, financial services/student accounts, admissions, registration & records, graduation, and assessment.
• Be cross-trained to provide a one-stop-shop service to students for the tasks listed above.
• Answer 90% of all enrollment-related questions, and work with back-office support team members to research the other 10%.
• Problem-solve and resolve errors and ensure accurate data related to enrollment services.
• Interact with students to research and investigate enrollment service-related issues.
• Distribute and explain documents related to enrollment services.
• Provide students with other support services information from other student affairs departments (i.e., academic advising resources, counseling and support services, career services, student ID, and current campus events) via multiple communication vehicles.
• Perform other duties as assigned within the scope of qualifications and/or training.

Qualifications

• An associate degree from a regionally accredited institution or a combination of college-level education plus experience may be considered.
• At least two years of related work experience in a post-secondary enrollment services or student affairs office is required.
• Experience interpreting and explaining school/office policies and procedures.
• Experience working with an integrated administrative computer software system.
• A minimum of two years of customer service experience.
• Strong computer/technology skills with proficiency in current word-processing software.
• Ellucian Colleague experience is a plus.
• An engaging personality in meeting the public both in-person and by telephone and over Zoom /video.
• An elevated level of interpersonal skills including conflict resolution.
• A student-centered philosophy to daily work.
• An ability and desire to provide high-quality customer service to community college students in an effective and responsible manner.
• An ability to perform in a fast-paced, high-value customer environment.
• A career that reflects the following competencies: Oral Communication, Written Communication, Decision Making, Dependability and Reliability, Reasoning, Technology Awareness, Interpersonal Skills, Customer Experience, Flexibility, Instructing, Monitoring, Teamwork, Problem Solving.

Pay

$25.00 per hour

Schedule

Tuesday, Wednesday and Friday: 8:00 am - 4:30 pm
Monday and Thursday: 10:00 am - 6:30 pm