This is a 40 hour per week, hourly position. Responsible for providing efficient and exceptional One Stop student-focused services, which includes but is not limited to answering questions and providing information about essential registration, testing, financial aid, records, and admissions intake processes; answering questions about the college and providing directions or general information; and performing basic student services functions. Welcomes and assists to the best of their ability anyone who visits the One Stop.
General/One Stop (30%)
Sets a warm, friendly, and helpful tone for the frontline student services area and welcomes College community and guests accordingly.
Complies with all appropriate policies, procedures, safety rules and regulations.
Provides guests with directions to various places/buildings and events on campus.
Manages check-in service.
Provides contact information for short-term training questions.
Runs student ID machine and software as needed.
Assists students with general use of LMC email account and WaveLink/Student Profile; troubleshoots any username retrieval, password reset, or login issues. Refers to IT Helpdesk when appropriate.
Collects documents from students and forwards to the appropriate department for processing.
Assists the Admissions and Recruitment Department supervisors with projects related to data entry and cleanup, retention efforts, or other projects as requested.
Assists with scheduling 4-year partner visits in the University Center
Admissions Functions (10%)
Admissions Functions (10%)
Assists students with the online application for admission.
Maintains a basic knowledge of programs offered and provides handouts or direction to additional information on the web.
Reviews student account for required enrollment documents and helps student obtain those documents if needed; is able to provide next steps based on account review.
Maintains a basic knowledge of assessment tests, guides, center hours, and interpretation of scores.
Financial Aid Function (40%)
Assists students with filling out the FAFSA.
Assists students with setting up FSA ID.
Assists students in identifying and uploading documents required as part of students’ financial aid verification.
Answers general questions about essential financial aid processes, student financial aid accounts, and verifications.
Provides initial triage of financial aid questions/concerns for students who come to the One Stop
Assists with processing, data entry and clean up, retention efforts or other projects as assigned.
Attends financial aid training sessions as requested by the Director of Financial Aid
Records Functions (10%)
Assists students with online transcript ordering through Parchment.
Assists students with review and interpretation of their degree audits and with graduation applications.
Assists students with change of major, change of personal data, and residency updates.
Registration Functions (10%)
Assists students with the class look-up and online registration via the student system(s).
Interprets hold information and provides information and direction for resolving any active holds.
Has the ability to review student accounts and provide next steps to registration.
Assists students with signing up for payment plans online
Responsible for providing excellent customer service for all guests, greeting and welcoming customers and taking pride in being a member of the Student Affairs team. Ensures that all contact with guests is courteous, informative, and thorough, while maintaining adherence to College policy and procedure as well as FERPA and other federal or state laws and guidance as appropriate. Listens to understand student needs and asks intuitive questions to ensure the student is well assisted or referred to the next level of assistance when needed. Demonstrates a positive and enthusiastic demeanor for internal and external guests at all times. Constantly seeks ways to improve service. Resolves customer issues promptly and courteously.
Under the direct supervision of the Executive Director of Advising & Financial Aid, the Generalist, Financial Aid utilizes excellent customer service techniques in providing information and service to students, employees and the public.
· High school diploma.
· Two years’ experience in an office setting, customer service setting, or clerical/administrative work.
· Ability to interact with faculty, staff, students, and the public with tact and courtesy.
· Excellent verbal/written communication skills and follow-through.
· Strong customer service skills.
· Ability to work with accuracy and diligence; ability to prioritize and work well in a busy setting.
· Basic knowledge and experience using Microsoft Office.
· Strong understanding of data confidentiality and security.
Additional Desirable Qualifications:
· Associate degree.
· Experience with a student information system.
· Experience in higher education, student services or Registrar’s Office.
· Intermediate or higher knowledge and experience with Microsoft Office.
· Knowledge of Family Education Rights and Privacy Act (FERPA).