Withdrawal Coordinator and Enrollment and Records Specialist

Profile

02/19/2022
Application Due:
03/03/2022
Category:
Registrars
Requisition Number:
37013
Location:
Boulder, Colorado
Employment Type:
University Staff
Schedule:
Full-Time
Posting Close Date:
03-Mar-2022
Date Posted:
17-Feb-2022
Job Summary
This position exists to provide Enrollment and Records Services (ERS) with consistent and professional representation for the Office of the Registrar to clients, both internal and external; to provide front-line customer service and internal backup support for enrollment and records services for all programs and services supported by the ERS area. This position is responsible for understanding, interpreting and applying academic policies and procedures using critical thinking and analytical skills to provide excellent and helpful written and face-to-face customer service. This position provides skilled support to students, parents, alumni, staff, faculty and the public regarding registration and records procedures and policies. This position requires a comprehensive understanding of Boulder campus administrative offices, academic schools/colleges, various programs, as well as a breadth of services offered by the Office of the Registrar, including associated laws, regulations, policies, procedures, clients, communications and deadlines.
This position is responsible for applying situational analysis and decision making to current processes that require automation and improvement. This position will be responsible for assisting with customer interactions, managing the processing of student withdrawal requests, leave of absence applications and tuition disputes, collecting metrics of interactions and work, and then improving processes and communications in order to better serve customers.
The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.
Who We Are
The Office of the Registrar, in support of the educational mission of the University of Colorado Boulder, ensures the integrity and security of academic records and provides enrollment and academic support through innovative systems and superior service to students and other stakeholders.
What Your Key Responsibilities Will Be
Work Lead for Withdrawals:
This position serves as a work lead for the ERS Team. As a work lead, this positon will have specialized knowledge in the area of withdrawals.
This position will process a majority of the enrollment withdrawals, leave of absences, suspensions, tuition disputes, cancellations, etc., and may also delegate to ensure work is processed in a timely and efficient manner.
This position requires a breadth of knowledge in all records areas, which are considered specializations in the Office of the Registrar.
This requires broad knowledge about policies, procedures and deadlines in the registrar's office, bursar's office, housing, and other CU departments.
This position will train records representatives to process work in an accurate and timely manner, and ensure that service level agreements are being met.
This includes developing consistent training resources and creating benchmarks for measuring knowledge gained.
Enrollment and Records Specialist:
This position acts as a records specialist in the Client Services team of the ERS unit of the office.
Responsibilities include learning policies, and systems, and processing data transactions, increasingly handled via electronic methods.
These include web-based applications, electronic forms and workflows, VBA macros, browser-based iMacros, and other script/code-based tools that require basic technical skills to operate and troubleshoot Provide support to enrollment specialists for the purpose of backup as well as business process improvement.
This position will also assist weekly with providing support on phone calls and in-person front desk shifts.
As a specialist, this position also assists with other records changes including: registering students for Intercampus Enrollment; assisting with course reservation requests; assisting faculty/staff using tuition benefits; supporting Inter University Transfer and Graduate to PhD changes; assisting with registration and records related processing; researching and reconciling COF record errors; supporting Education Abroad registration; updating Campus Solutions or Permanent Records Cards (PRC); processing submitted forms and electronic files, including late drops, record change forms, grade cards, bio/demo information changes, deferrals, and other duties as assigned.
This position liaises with CU-SIS Development team members in the office on various processes and reports related to ERS functions.
Business Process Auditor:
Research current practices by gathering documentation and learning processes, benchmark current processes against peer institutions, conduct time and motion studies or storyboard processes, and evaluate feasibility, compatibility, performance and cost of potential recommendations.
Use data to identify common themes and consult with users to address underlying issues or streamline work. Recommend enhancements to student transactions and systems through data-driven proposals and implement changes through collaboration. Use campus technology to automate or improve processing or services, or recommend cost-effective platforms.
Work with the reporting and development teams of the office to develop reports or customizations, implement various platforms, and test and measure improvements. Consult end user staff to better understand and interpret departmental technology, mission, goals, and objectives.
Understand data and tools utilized to recognize when code-based tools are not functioning properly and perform basic troubleshooting operations.
Work with OIT, UIS, and internal Technology and Reporting unit of the office to maintain and update any automated processes.
Communication/Customer Service:
Represent the Office of the Registrar in a consistent and professional manner to a wide variety of customers with diverse backgrounds, needs, abilities, cultures and expectations.
Apply exceptional customer service skills through phone calls, chats, emails, and walk-ins always engaging with customers in a courteous and efficient manner.
Provide accurate and complete information, and transfer customers to the appropriate areas as needed.
Provide customer support via various media, such as: automatic call distribution system, especially during times of peak customer contact; and live web-based user support chats or video conference sessions.
Assist with internal campus administrative trainings, in all cases representing the office with utmost professionalism.
Support integration of Client Services customer service operations, research and apply current customer service best practices, and gather and assess qualitative customer data to continuously improve the reputation of the office.
Exercise judgment, problem solving and decision-making skills regarding complex situations and/or questions. Research answers when uncertain to ensure accuracy of information disseminated. Includes handling non-routine registration situations, disseminating important registration-related program information to Office of the Registrar staff, and supporting the CU-SIS Development team with registration and/or program issues.
Maintain current and accurate knowledge of multiple services, regulations/laws/policies, and service level agreements, such as registration, drop/add, FERPA, COF, residency, grading, university withdrawals, transcripts, verifications, degrees and diplomas, study abroad, and more.
Observe gaps in customer service expectations vs. service delivery and make suggestions for continuous improvement.
Share pertinent information with colleagues and campus constituents via proper channels and forums to ensure consistency and accuracy within the unit, the department and the campus.
Special Project Coordinator and Liaison:
This position will support the Assistant and Associate Registrar of Enrollment and Records Services with special projects and outreach programs.
These project management skills include, but are not limited to: outreach and process management, research, coordination with appropriate units/offices, population identification, implementation, data collection and analysis.
Project management and outreach will include liaising with other CU campus offices to identify specific needs, gathering data and following up with conclusions or data specific results.
What You Should Know
All University of Colorado Boulder employees are required to comply with the campus COVID-19 vaccine requirement.
New employees must provide proof of vaccination or receive a medical or religious exemption within 30 days of employment.
This position works a hybrid schedule.
What We Can Offer
The salary range for this position is $44,000-$49,000.
Benefits
The University of Colorado offers excellent benefits
, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder
Be Statements
Be driven. Be resourceful. Be Boulder.
What We Require
A bachelor's degree from an accredited four-year institution or equivalent combination of education and experience.
Experience in a university registrar's office, or a university enrollment management or student services office (e.g., financial aid, admissions, bursar).
Experience working with a student information system and imaging system.
Experience using databases and computer systems for processing time-sensitive and confidential materials.
What You Will Need
A strong commitment to customer service.
Ability to perform professional, courteous and accurate customer service in a fast-paced, high-volume environment.
Strong organizational, planning, and analytical skills.
Excellent written and verbal communication skills.
Ability to work effectively with all levels of an organization.
Demonstrated good judgment in decision-making.
High emotional intelligence, ability to get along effectively with others and manage differences skillfully.
Ability to learn and use third-party secure platforms to fulfill data requests and error resolution.
Ability to adapt to rapidly changing technology and business practices and to communicate relevant information in an effective, accurate and professional manner.
Knowledge of auditing current processes to determine areas for improvement.
Strong MS Excel, Word, Access and Powerpoint skills.
What We Would Like You To Have
Experience with PeopleSoft Campus Solutions student information system.
Knowledge of registrar office functionalities; experience in a university registrar's office, or a university student services office (e.g., financial aid, admissions, bursar).
Demonstrated good judgment in decision-making, process evaluation and procedure implementation.
One year experience in higher education, preferably working in an Admissions/Bursars or Registrar's office.
Basic knowledge of VBA macros and iMacros.
Special Instructions
To apply, please submit the following materials:
1. A current resume.
2. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.
We may request references at a later time.
Please apply by March 3, 2022, for consideration.
Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs.
Apply on Institution's Website
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