Student Support Specialist (Part-time / On Campus)

This is a part-time (27 hours per week) position working on campus.

SCOPE OF WORK

This position works within the Welcome Center to provide customer service support to prospective and current students and staff regarding admissions, registration, financial aid, and student accounts / payment policies. The role maintains student records and utilizes student success software such as Navigate. The position reports to the Vice President of Student and Community Development at Manchester Community College.

Accountabilities

• Provides a welcoming environment for all students and guests of the college. Assists prospective and current students with basic financial aid, billing policies and processes, enrollment, registration, and admissions; makes referrals for advising, and other college services as needed.
• Serves as the Welcome Center point of contact for general admissions information and as the expert in connecting students with other offices as needed. Helps train new welcome center employees about MCC student support offices and services.
• Provides answers to general questions related to student accounts, navigating MCC’s website, SIS, Easy Login, payment process, and Canvas.
• Provides information regarding the SAP appeal process, registration and add / drop policies.
• Assists students with the completion of the FAFSA, payment plans, scholarships, and application as needed, including onboarding students awarded work‑study funds.
• Contacts students through Navigate, TargetX, email, phone, or text as needed.
• Enters registration forms, scans documents and helps update coding in Navigate, Degreeworks, and Banner.
• Maintains proper record keeping, ensuring appropriate and timely communication with and documentation from students. Scans all necessary documents into student records.
• Processes incoming and outgoing college mail on a daily basis.
• Assists with requisitioning of materials and office supplies for the Welcome Center.
• Works with other Student Service offices with specific needs such as 3rd party payments, veteran services, and data reporting, as applicable.
• Assists with college events such as Open Houses, Information Sessions and Advising and Registration sessions, which may result in evening hours.
• Responds to technology and integrates into work assignments.
• Maintains current knowledge databases required to assist students, including TargetX, BANNER, SIS, Navigate, Degreeworks and Canvas.
• Attends workshops, seminars, and conferences for professional development and participates in college and system-wide committees.
• Complies with all system, college, state and federal rules and regulations.
• Other duties as assigned.

Minimum Qualifications

Education : Associate’s degree from a recognized college or university. Each additional year of formal education may be substituted for one year or work experience.

Experience : Two (2) years of experience in customer service, student services, admissions, or related experience, with responsibility for providing and maintaining accurate records and information. Each additional year of approved work experience may be substituted for one year of required formal education.

License / Certification : Valid driver’s license or access to transportation for statewide travel.

Special Requirement : This position may require some evening hours to cover MCC events when advanced notice is provided.

Desired Qualifications

Strong knowledge and use of Microsoft Office, and best practices in customer service. Working knowledge of Banner, TargetX, and / or Navigate software.

Recommended Work Traits

Strong customer service ability covering a diverse group of potential customer types. Ability to learn and adapt to changing dynamics with a positive growth mindset. Knowledge of modern office practices, procedures and equipment. Knowledge of office record keeping and reporting, including knowledge of or a willingness to learn new technology and software platforms. Ability to gather, assemble, correlate and analyze facts and identify existing or potential problems. Ability to contribute to the development of sound operational procedures. Ability to exercise sound judgment in appraising situations and making routine decisions. Treating students, employees, and visitors with respect and integrity during all interactions. Ability to follow specific instructions in gathering facts, data, or resources in organizing required information. Ability to make decisions based upon fact-finding interviews within the parameters of the rules and policies of the college. Ability to meet with clients and appropriately explain programs and processes within the Student Service offices. Ability to present ideas clearly and effectively. Ability to establish and maintain effective working relationships with other employees and the general public. Must be willing to maintain an appearance appropriate to assigned duties and responsibilities as determined by the college management.

Disclaimer Statement

This class specification is descriptive of general duties and is not intended to list every specific function of this class title.

Manchester Community College is an equal opportunity employer and does not discriminate on the basis of race, creed, color, religion, or national origin, age, sex, sexual orientation, gender identity and expression, physical or mental disability, genetic information, or law enforcement, military, veteran, or marital status. All offers of employment are contingent upon the successful completion of the required background check.

For more information regarding this position, please contact Human Resources at mcchr@ccsnh.edu

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