Position SummaryThe individual in this position reports to the Admissions and Retention Coordinator. The Student Retention Specialist will have the primary responsibility of supporting the Registrar Office in identifying, accessing, and communicating with students who are on academic probation, warning, or have not met the earned credits threshold to continue in their academic program of study. The goal for this specialist is to improve student retention and persistence. This position is responsible for managing student records, ensuring integrity of the data, upholding policy, and law, and completing a multitude of varying duties each day. The specialist assists students, faculty, staff, and community with answering inquiries and researching and resolving records, registration, and course problems. The specialist will research and resolve problems independently and provide assistance with various questions and processes relating to students reenrolling at the college. The position may handle a high volume of paperwork, e-mail, and phone calls, and has constant contact with both internal and external customers. The Student Retention Specialist is extremely detail-oriented and accurate, and able to problem solve, make knowledgeable decisions, and multi-task frequently and consistently.

The work schedule for this position is 20 hours per week, Monday through Thursday, from 9:00 a.m. to 2:30 p.m. with a 30 minute lunch. Flexibility is required. Some local travel between campuses may be required.

College of Southern Maryland conducts background checks in order to ensure the safety and well-being of the College's staff and students. The final candidate for this position will be subject to the following background checks: Criminal History Check and Sex Offender Registry Check.

This position is open until filled. For best consideration, apply by 11:59 pm, EST on Friday, April 23, 2021. The College of Southern Maryland is an Equal Opportunity Employer.

The College of Southern Maryland (CSM) is a participant in Achieving the Dream, championing student success and evidence-based institutional improvement. Specific Duties and Responsibilities

Outreach to 3000 students who are currently registered for the 2021 spring semester but do not have student plans beyond 2021 spring.

Contact all students who have withdrawn from a class(es).

Contact all A18/A36 students to let them know about their holds.

Contact all non-returning students to learn why they did not return.

Assist advisors and academic departments with course waiver/prerequisite waiver inquiries, and academic clemency requests.

Process audit and withdrawal paperwork always ensuring student is counseled on what financial benefits may be affected.

Problem solve and resolve student record issues such as grade discrepancies, registration/deregistration issues, transcript discrepancies, course entry issues, etc.

Assist Registrar with dean’s list and probation/dismissal process and preparing letters for mailing.

Scan, image, and link student record documents using ImageNow software, utilizing quality control measures to ensure documents are linked to the correct student record.

Locate imaged student records from ImageNow software for other college staff for college related purposes.

Notify students of class schedule or registration changes, including credit class cancellations.

Maintain grade and attendance forms from all academic departments; locate individual G&A sheets for academic departments when requested.

Problem solve and resolve online services registration issues for students, faculty, and staff for both credit and continuing education students and/or direct the customer to appropriate place to get resolution if needed.

Provide basic credit student advising on catalog navigation and program and course selection.

Provide continuing education program course advising.

Distribute student ID numbers and usernames for my.CSMD and assist in resolving any log-in issues.

Instructs students in use of online services for registration, transcript or enrollment verification requests, course wait listing, paying for classes, checking for documents received/needed for financial aid or veteran’s benefits, etc.

Monitor and respond to incoming inquiries from the webring e-mail account relating to registration assistance, wait list assistance, etc.

Run enrollment verification and/or transcript queries to collect requests submitted by students via online services. Process requests.

Review transcripts as needed for customer inquired discrepancies.

Log each processed request into Colleague when completed.

Research any microfilm records as needed for the requests and ensure data gets entered into Colleague and that request is fulfilled in a timely manner.

Problem-solve, research, and resolve problems with course sections which may prevent registration. Report unresolved problems to associate registrar or registrar if needed.

Answer high volume of phone calls which may require multi-step problem solving and resolution for customers.Additional Duties:

Must maintain discretion, tact, and professionalism at all times despite frequent stressful circumstances.

Maintain database integrity ensuring correct demographic data and academic record accuracy.

Maintain clean organized workspace.

Assists with organizing, filing, and storing files.

Enter and update student information in Colleague

Provide outstanding customer service and accurate data to all internal and external customers at the Information Center.

Performs other related work as required.

Minimum Education and Training

Associate Degree required; Bachelor’s Degree preferred.

Superior interpersonal skills required dealing with the general public, outside agencies and peers in a dynamic environment. Minimum Qualifications and Standards RequiredKnowledge, Skills and Abilities:

Experience working with detailed and confidential information.At least two years of experience working in an office environment.At least one year of experience working customer service with front-line customers.At least two years of experience in data entry (preferably with an integrated data system), e-mail, internet, word processing, databases, and spreadsheets.Experience in an academic setting preferred.Ability to work independently.Ability to work with professional integrity and discretion.Ability to organize and prioritize extensive workload daily.

Physical Requirements:

The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly.