Registrar Services Operational Assistant

JOB SUMMARY (OVERVIEW)
Provides high-level customer service to support the front reception area operations that includes inquiries from internal and external constituents through a variety of mediums – in-person, phone, email, fax, and other remote channels. Develops and maintains a working knowledge and solid understanding of registrar office services and provides accurate information and guidance on operational policies and procedural matters. Serves as a key point of contact with academic and administrative offices to answer questions and troubleshoot student service issues or concerns. Updates, maintains, tests, and reconciles registrar-related data in student records within the student information system and processes and validates academic information with accuracy and timeliness.  The Registrar Services Operational Assistant is responsible for ensuring quality of student records in compliance with FERPA.  

Recognizing diversity and inclusion as fundamental to our learning community and integral to an art and design education, the Registrar Services Operational Assistant supports RISD’s mission by serving the entire community respectfully, efficiently and ethically; ensuring the accuracy and integrity of student records and compliance with academic policy. 

ESSENTIAL FUNCTIONS/DUTIES:

• With detailed knowledge and understanding of school-wide academic and registrar-related policies and procedures, serve as an initial point of contact and provide high-level customer service to all constituents.  Provide accurate information and guidance on established policies and procedural matters.  Resolve inquiries and requests received from multiple forms of communication that include in-person, email, phone, remote channels, and document management systems (electronic forms and workflow).  Escalate more complicated issues to team members as appropriate.  

• Support maintenance and accuracy of complex student record data in the student information system and impacted existing auxiliary systems. Initiate data entry, validation, testing, and data reconciliation utilizing a variety of system sources including, but not limited to, Colleague, Workday, Softdocs (Etrieve), National Student Clearinghouse, Excel and Google Docs.

• Using functional and navigational system understanding, update, maintain, and verify registrar-related information including, but not limited to, internships and independent studies, cross-registration, add/drop, course withdrawals, grades and grade changes, name and address changes, transcripts, enrollment verifications, exception to academic policy requests, advisor assignments, transfer credit, major changes and declarations (including concentrations and double majors), diploma mailings, etc. Provide general information, guidance, and explanation regarding the degree audit process.  

• Collaborate with internal offices, such as RISD Global, on registration related items for a variety of special student populations. Partner with Brown University Registrar’s office to support students in the Dual Degree program, joint MA in Design Engineering program, and students cross-registering.

• Coordinate office communications regarding announcements and deadlines. Develop a cyclical calendar of internal office functions. Maintain detailed documentation and procedures. Purchase and order office supplies. Create new and revised forms as appropriate in accordance with institutional policies. Create and suggest efficiencies for sharing information cross-departmentally.   

• Proactively monitor, update, and maintain electronic document-based folders and paper archived files for documentation supporting student records in accordance with FERPA, institutional policy, and retention practices. Ensure that records are maintained securely and confidentially. 

ADDITIONAL FUNCTIONS:

•  Serve as a back up to other Registrar office assistants and customer support staff. 

•  Provide administrative support in the implementation of new initiatives and technologies by serving on registrar project working groups and internal committees. 

• Complete additional duties as assigned. 

JOB QUALIFICATIONS/SPECIFICATIONS:
Knowledge/Skills/Experience:

• Associates degree or equivalent combination of education and experience required.  

• Minimum of 3 years of experience in a record keeping office with experience working in a higher education setting preferred. 

• Ability to quickly develop a strong understanding and operational knowledge of academic records and policies.

• Demonstrated experience with database entry, data validation, and report generation, preferably within a Student Information