Enrollment/Welcome Associate

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Position Details

Position Information

Position Title Enrollment/Welcome Associate

Classification Title Classified

Position Number B85PD

Grade Level 14, steps 1-3

Starting Wage/Salary $18.91- $19.68/hr plus exceptional benefits

Close Date 10/13/2024

Position Type/Employee Class Classified

Faculty Status

FTE 1.0

Contract Months 12.0

Overtime Eligible Non-Exempt

Location Bend

Hybrid Remote Work Eligible? No

Exceptional COCC Benefits Summary

CLICK HERE TO VIEW BENEFITS & PERKS

Primary Purpose

This Enrollment Associate is part of a primary customer service and welcome team, serving as the first point of contact for campus visitors, staff, and students—in person, over the phone via the College switchboard and cashiering line, and via email. They answer detailed questions about COCC programs and classes, admissions, placement testing, transcript requests, advising, registration, financial aid, student accounts and related policies/procedures/deadlines, as well as general questions about program/degree requirements. Provides payment services for all COCC students as well as cashiering services for other departments and staff. They process student ID’s, parking permits, incoming transcripts, paper applications, and bus passes as well as assisting the Assistant Director of Admissions with proctoring HSRT tests.

Essential Duties and Responsibilities

Customer Service

• Serve as the first point of contact for prospective students, community members, continuing education clients, and other campus visitors. Recognize and work effectively with a diverse population of students and/or parents/guardians who may be frustrated, angry and/or confused. Teach students how to use all necessary COCC related accounts and navigate COCC’s website and understand all college policies and procedures.

• Process admissions applications; add/drop forms, and Releases of Information, as well as all other relevant admissions forms. Schedule nursing program test dates and supply pertinent test information to students.

• Serve as initial point-of-contact for financial aid questions and provide students with the basic information they need to complete their financial aid requirements. Help students better understand how their financial aid funds may or may not affect their actual balance due.

• On a rotating schedule, serve as the first point of contact at the Welcome Center in Boyle Education Center, operating the multi-line phone and route calls appropriately (switchboard), processing student and staff parking permits, and operating the student and staff photo ID system and distributing IDs appropriately

• Help coordinate student welcome activities (first week of the term, mid-terms, finals week, commencement, etc.) for the Boyle lobby

• Cover Redmond, Madras, and Prineville campus student services as needed.

Cashiering and Processing

• Provide general cash/check/credit card payment services for credit students, processing tuition/fees, bus passes, Nursing program test fees, parking fines, library fines, payment plans and other payments on student accounts. Assist Head Cashier with the entry of private scholarship funds on student accounts. Manage a large volume of payments with a high degree of accuracy, balancing cash/credit card/check session daily.

• Process petty cash requests for departments and staff as well as process cash reconciliation deposits for individual departments and for retirees making Insurance payments via phone

• Help students navigate the e-refund process and troubleshoot their refund methods and account issues using the TouchNet database

General Responsibilities

• Responsible for maintaining an in-depth understanding of the Family Educational Rights and Privacy Act of 1974 ( FERPA ), as well as COCC’s student privacy policy, in order to interpret and explain this regulation to staff/faculty, students and parents.

• Process incoming transcripts and outgoing transcripts: incoming from multiple transcript processing agencies and educational institutions; outgoing via paper request forms. Monitor and troubleshoot National Student Clearinghouse ( NSC ) Transcript Center orders and EDI transcripts.

• Maintain an adequate supply of student ID’s and printing materials, Mazama and student ID stickers, and bus passes.

• Ensure the building and assigned areas (main lobby and BEC mall lobby) are prepared and ready for business operations including the computer and printing kiosk, signage, bulletin boards (approving postings for campus as well), door lock/unlock and report any building or set-up problems to building administrators.

• Proctor the Nursing program admissions test, remotely or in person.

• Help coordinate lost and found for the Bend campus, including data entry and managing/disposing of inventory.

• Complete the daily Customer Relationship Management ( CRM ) validation to prepare all A/R letters to print, including maintaining student data in the CRM . Coordinate with back-office staff to print letters daily.

• Assist Recruitment and Outreach with student data entry, campus tour check-in, and special projects as needed.

• Other duties as assigned

  Department Specific

  Knowledge, Skills, and Abilities

Individuals must possess these knowledge, skills and abilities or be able to explain and demonstrate that the individual can perform the duties and responsibilities of the job, with or without reasonable accommodation, using some other combination of skills and abilities. The individual is expected to follow College work rules and policies.

• Skills in analytical, organizational, and time management competencies to assist students in all phases of the admissions and registration process in a time-sensitive and high-volume environment with multiple interruptions and multiple tasks (including multiple customers, both in-person and on the phone).

• Ability to provide accurate information to a variety of campus guests and visitors in person or on the telephone in a courteous and professional manner.

• Strong skills in customer service and problem-solving to accurately and efficiently provide up-to-date campus information for students, staff and community members; must be able to “predict” prospective and current students’ questions and be proactive in giving information they need to know in a format they will understand.

• Skills with a personal computer, word processing, database, and Internet research; must also be able to use a copy machine, fax machine, telephone, credit card machine, adding machine and shredder.

• Ability to interpret College enrollment policies and explain the rationale behind policies for faculty and students on a daily basis to ensure their understanding of expectations and requirements, including counseling students to help them determine options with the least adverse personal impact concerning things such as add/drop of classes for financial aid, transcript or academic warning status, physician documentation of a student illness, late registration, etc.

• Ability to maintain an in-depth understanding of a wide range of College services, as well as a general understanding of what’s happening at the College in order to refer students to the right place the first time.

• Ability to communicate effectively both orally and in writing, using the English language with or without the use of an interpreter.

• Ability to work effectively and sensitively with constituents from diverse cultural backgrounds and perspectives.

  Ergonomic Requirements

Working hours are regular per the established work schedule. Typical work hours are Monday through

Friday, 8 am-5 pm with Wednesday work hours until 6 pm. Occasional evening and weekend hours may occur. Travel to Branch Campuses (Madras, Prineville, and Redmond) as needed.

While performing the duties of this position, the employee is required to function effectively indoors in an office environment engaged in work of primarily a sedentary nature with the ability to sit or stand at workstation for extended periods. The employee is regularly required to sit, use hands and fingers, handle or feel objects, tools or controls, reach with hands and arms and requires near visual acuity to write, read written materials and computer screens, and sufficient hearing and speech ability for ordinary telephonic conversations. Occasional lifting up to 25lbs. All individuals are required to be able to perform the essential functions with or without reasonable accommodation.

Minimum Requirements

Education

• High School diploma or GED

Experience

• One year of experience in a fast-paced, high volume customer service focused environment.

  Equivalency Statement

The College recognizes the value of skills and knowledge gained outside of formal higher education and paid employment. Applicants who do not meet minimum qualifications but present other qualifications or experience equivalent to those required will be considered and are encouraged to apply. To qualify under equivalency, applicants must indicate how they qualify under equivalency by responding to the supplemental question presented during the application process.

Preferred Qualifications

• Associate’s degree

• Experience with large volumes of cash, check and credit cards.

• Experience working in the education or public sector.

  EEO Statement

The goal of Central Oregon Community College is to provide an atmosphere that encourages our faculty, staff and students to realize their full potential. In support of this goal, it is the policy of Central Oregon Community College that there will be no discrimination or harassment on the basis of age, disability, sex, marital status, national origin, ethnicity, color, race, religion, sexual orientation, gender identity, genetic information, citizenship status, veteran or military status, pregnancy or any other classes protected under federal and state statutes in any education program, activities or employment. Persons with questions about this statement should contact Human Resources at 541.383.7216 or the Vice President for Student Affairs at 541.383.7211.

This policy covers nondiscrimination in both employment and access to educational opportunities. When brought to the attention of the appropriate parties, any such actions will be promptly and equitably responded to according to the process outlined in general procedures sections N-1, N-2, or N-3.

In support of COCC’s EEO statement, bilingual fluency in English and Spanish is considered a plus, along with experience working in a diverse multicultural setting.