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Working Title:

Records & Registration Lead Processor - Customer Svc Special Senior

Institution:

Saint Paul College

Classification Title:

Customer Svcs Specialist Sr

Bargaining Unit / Union:

206: AFSCME - Clerical and Office

City:

St. Paul

FLSA:

Non Job Exempt

Full Time / Part Time:

Full time

Employment Condition:

Classified - Unlimited

Salary Range:

$21.90 - $31.21

Job Description

Job Summary:

The purpose of this position is to manage the processes of graduation application and review as well as the high school and college transcript evaluation scanning, workflow, and other functions supporting the transcript evaluation process. This position is responsible for developing procedures related to graduation application and evaluation, including independently researching best practices, proposing process changes and continuous process improvement as it relates to the graduation process and other duties. This position is expected to research and respond to graduation and records related issues that require resolution. This position will also collect and analyze graduation data and be responsible for preparing reports summarizing this information.  This position is also the customer service lead in ensuring all voicemails are responded to and helping manage the Records office extension and phone agent system. All employees of Saint Paul College are responsible for promoting a culture that supports diversity and inclusion in all forms as well as providing excellent customer service continuously to all internal and external contacts.

Job Duties:

• Manage the graduation application, review and degree award process for the College.

• Manage the college transcript intake and workflow to ensure that transcripts are routed for evaluation.

• Manage and maintain the Perceptive Content/ImageNow document imaging system for Admissions, Pathway Advising and the Records Office ensuring accuracy, completeness of content and confidentiality.

• Provide customer service to customers.

• Provide back-up for release to student transcripts and enrollment verifications as needed.

• Perform other duties as assigned to ensure the smooth functioning of the department and maintain the reputation of the organization as a viable business partner.

Salary Range:

The salary range for this position is $21.90 - $29.65 hourly.

Minimum Qualifications:

• Two (2) years of experience in higher education or in a related field.

• Experience working with complex database and/or customer relations management information systems.

• Ability to navigate complex processes and to recommend and develop administrative procedural changes.

• Ability to effectively communicate complex technical ideas and procedures to non-technical personnel.

• Ability to interact with students, staff, faculty, coworkers, and the public in a professional manner.

• Ability to calm angry or confused customers so that necessary information can be communicated.

• Knowledge of English (reading, writing and speaking) sufficient to perform the job duties described above in order to effectively communicate with both internal and external customers both on the phone and in person, explain policy and procedure.

Preferred Qualifications:

• Associate’s or Bachelor’s degree.

• Working knowledge of college program and course offerings.

• Practical experience with Minnesota State’s Integrated Student Records System (ISRS) and DARS/u.achieve.

• Experience with the various software used by the college (Perceptive Content/ImageNow, Clearinghouse, Parchment, etc.).

• Excellent work ethic and human relations skills during frequent interruptions are essential.

• Ability to maintain the confidentiality of private information according to law, rules, policies and procedures.

• Analytical skills necessary to logically deduct steps in processes.

Required Application Materials:

Please ensure you have the following items submitted with your application: 

• Resume

Other Requirements

All resumes must clearly address the Required Qualifications as stated above. If your skills match th