Student Services Specialist - Customer Svc Special Intermed

All Job Postings will close at 12:01 a.m. CT on the specified Closing Date (if designated).

Working Title:

Student Services Specialist - Customer Svc Special Intermed

Institution:

Minnesota West Community and Technical CollegeCustomer Svcs Specialist Int

Bargaining Unit / Union:

206: AFSCME - Clerical and Office

City:

MWST - Pipestone Campus

FLSA:

Non Job Exempt

Full Time / Part Time:

Part time

Employment Condition:

Classified - Unlimited

Salary Range:

$21.12 - $29.73

Job Description:

This position provides exemplary customer services and support to both internal and external constituents and provides timely, accurate, and detailed information to prospective and current students, to help the College reach its enrollment goals.  The position requires a strong working knowledge of all service areas of admissions, advising, registration and financial aid and is expected to work collaboratively with all Student Services and Student Support offices on more in-depth inquiries for resolution.  The Student Support Specialist requires a high level of professional customer service and knowledge in order to research, investigate, and resolve both simple and complex student issues under minimal supervision, regularly exercising professional judgement and discretion on individual student cases.  This includes providing complicated and specialized information regarding policies and procedures in high-pressure, high-volume situations.  This position includes additional specialized project work and administrative support, based on the need of Office of Student Services and Enrollment. Administrative support, which may include but is not limited to data entry, management of student files and records.  This position has direct responsibility for understanding process from the start of the college application to graduation, which requires extensive knowledge of Minnesota State and Minnesota West policy and procedures, technical skills, and great attention to details. 

All employees, on a daily basis, are expected to execute a service commitment to ensure all students are served and have a positive experience.

Serves as the primary customer service liaison within the Office of Student Services and Enrollment. 

• Maintains a thorough and comprehensive understanding of the College’s admissions processes, college programs, support services and resources and provides clear and concise responses to requests for information and assistance from external customers. 

• Direct students and families to resources needed to navigate the overall college experience. 

• Aid with appointment scheduling, online application, financial aid, eServices, and more. 

• Use specialized knowledge to provide problem resolution for more difficult or more involved, complicated, and controversial issues.  Final answer and resolution of problems frequently require outreach and repeated discussions/interviews with the customer.  Follow-up with students or staff as needed to ensure proper resolution of the issue.  Exercise initiative in resolving situations not requiring the Dean or Director‘s personal attention - only escalate situations as appropriate.  Treat all issues with integrity and confidentiality. 

• Serve as front line in financial aid completion, tracking letter completion, loan counseling, and understanding of awarding of aid.

• Educate, guide, and ability to apply state and college policies related to bills, payment, financial aid, code of conduct, grievance, satisfactory academic progress, registration holds, and credit limit.

• Schedule, coordinate, and support group and individual campus visits, tours, and other recruitment events for prospective students and their families.

• Plan, schedule, coordinate, and support graduation and retention activities and events.

• Provide comprehensive support to students, families, employees, campus visitors and external clientele.

Perform quality assurance and administrative support to ensure accurate and timely processing of student records and campus operations.

• Verify, organize, image and maintain the accuracy of data entered into student records using systems such as Workday, ISRS, EAB/Navigate Student Success & Enrollment Success, and Perceptive Content.

• Assist in mitigating student fraud through ID and student information verification.

• Conduct student outreach campaigns and follow-up communications to support application, registr