Provide assistance to prospective, applied, and current students covering a wide range of detailed information.
Handle incoming calls for the Express Enrollment Center and Tier 3 SmartView ticket escalations from the Blackboard Answer Center.
Assist students in completing online processes including admissions applications and online orientation, including helping them access information in MyIvy, IvyLearn, and other online platforms.
Answer questions and assist with inquiries and completion of items related to the application for financial aid (FAFSA), verification, loan program eligibility and requirements, standards of progress, state and federal awards, scholarships, work-study opportunities, veteran benefits, Pell lifetime eligibility, and questions regarding the financial implications of repeating coursework.
Answer questions and assist with processes related to assessment test questions and/or reviewing assessment test scores.
Answer inquiries related to 1098T, Bookstore accounts, fund disbursements, refunds and withdrawal refunds, Higher One, tuition and fees, payment options, accounts, collections, and bursar holds.
Escalate complex issues and questions to subject matter experts.
Make appropriate referrals to other campus departments and campus resources including, but not limited to: Career Services, Workforce Alignment, Advising, Tutoring, and Academics.
This is not to be construed as an exhaustive list. Other duties logically associated with this position may be assigned. All responsibilities will be conducted within the parameters of the Family Educational Rights and Privacy Act (FERPA), other applicable regulatory requirements, and professional standards.
Associate degree; two years of relevant experience required.
Prefer at least two years of direct experience in one or more of the following: registration, records, financial aid, admissions, or higher education.
Demonstrated leadership qualities preferred.
Must possess strong customer service and interpersonal skills.
Must demonstrate ability to promote an inclusive environment that reflects the broad diversity and backgrounds represented by our students and employees and which every individual feels respected and valued.