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Student Central Representative

Employer
Chippewa Valley Technical College
Location
620 West Clairemont Avenue
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Job Details

Overview and Responsibilities

Student Central Representatives are responsible for providing cross-functional student enrollment and financial services within the Student Services division to ensure a one-stop shop model of service delivery. Assisting both newly recruited and currently enrolled students with problem resolution, Student Central Representatives impact both the recruitment and retention of students. Services are provided in the areas of admissions, assessment, cashier, financial aid, records and registration, and general college information. This position reports to the Director of Student Central.

 

Responsibilities:

  • Provide superior customer service and cross-functional services to all student services teams as requested, serving as the first point of contact for the following Student Services departments: Admissions, Assessment, Cashier, Academic Advising, Student Success & Career Development, Financial Aid, Records and Registration, and general CVTC inquiries.
  • Respond proactively to phone, in-person, email, and chat inquiries and transactional requests by acquiring additional information, suggesting alternative courses of action and considerations, and explaining the recourse for appealing decisions; clarify situations and follow through on issues until resolved, providing the necessary correspondence and contacts with students, parents and third parties. Student Central Representatives are cross-functional in all points of contact. 
  • Maintain case management records for each interaction, and follow-up as required.
  • Provide sit-down appointment and walk-in services for students and parents needing in-depth enrollment advisement, career planning, and financial aid advising.
  • Interpret complex rules, regulations, policies, and procedures for the public and staff.
  • Achieve proficiency with systems and processes to accomplish the “80/20” service delivery goal (e.g. 80% of questions and transactions for Enrollment Services to be handled by Student Central Specialists; referrals to individual departments limited to 20% of inquiries).
  • Investigate and troubleshoot problems and address concerns and issues.
  • Admissions Responsibilities
    • Provide detailed admissions information regarding academic degree programs, cutoff scores, missing documentation, and incomplete application materials; explain and clarify admission criteria, enrollment requirements, application status, projected start dates and accurate registration information to applicants, students, parents, general public, high school, post-high school, and agency counselors, CVTC program directors, advisors, and staff.
  • Advising/Assesment Responsibilities
    • Answer general advisement questions related to program selection, career planning, and just take a class. Triage to academic advisor as appropriate.
    • Assist students with questions regarding student academic progress, current status, and next steps for appeal; process appeals.
    • Schedule assessment appointments, take payment, and assist students to register online.
  • Cashier Responsibilities
    • Provide in-depth tuition pricing, payment and account information and instruction to students and/or families.  Guide them through the online payment process. 
    • Assist with enrollment in CVTC’s payment plan. Troubleshoot problems or concerns with student account billing statements, refunds, third party sponsorships, payment plans, 1098T’s and financial transactions.
    • Open, balance, and close cashiering sessions. Accept application fees, tuition payments, compass, GED, and various student account payments. 
  • Financial Aid Responsibilities
    • Provide in-depth financial aid information and advisement to students and/or families concerning College, state and federal aid programs for undergraduate students, FAFSA application process, forms and deadlines.
    • Explain aid eligibility including fund disbursement policies, award letters, loan entrance counseling, MPN (Master Promissory Note), satisfactory academic progress, scholarship renewal, withdrawal, and financial aid appeals.
    • Provide information on courses and programs not eligible for financial aid, and CVTC Foundation and private scholarship application process.
  • Registration Responsibilities
    • Assist with registration process and advise students on the payment and financial aid impacts of registration changes.
    • Solve problems and answer and address questions from students regarding SIS registration, permissions, seat limits and prerequisites, registration errors, the official transcript process, verification of enrollment, withdrawal process, satisfactory academic progresss, and the readmission process. 
    • Drop students from classes, apply refunds, and complete appropriate paperwork. Perform prerequisite and closed section overrides.
    • Provide record information as requested, while abiding by FERPA (Family Educational Rights and Privacy Act) policies.
  • Other duties:
    • Direct activities of student workers and interns. Provide feedback on evaluations as requested.
    • Collaborate regularly with departments on program and process changes.
    • Train new CVTC employees through shadowing in Student Central and Banner (ERP software) training.
    • Test functionality of Banner upgrades and patches, particularly the general person record and Clean Address.
    • Perform and escalate emergency tasks as appropriate.
    • Assist students with accessing CVTC public website, My CVTC, Student Information System (SIS), e-mail, and other student systems. Assist with account creation, password reset, and troubleshooting.
    • Process address and legal name changes and assist with Banner account cleanup.
    • Provide copy and write blogs for Student Central social media pages.
    • Participate in SOAR (Student Outreach and Retention) initiative; make outreach phone calls to students as assigned and respond to incoming inquiries.
    • Participate in all ongoing training sessions in order to maintain a high level of efficiency in Student Services.
    • Assist with career tours, recruitment events, and special projects as requested.
    • Index documents into students’ electronic records. Verify correct scanning and indexing of student records.
    • Maintain Student Central knowledgebase and training manual, which includes all important dates, forms, and general information.
    • Promote and market College activities and events on behalf of recruitment and marketing departments.

Required Knowledge, Skills and Abilities:

 

  • Ability to work in a challenging, high volume, multitasking environment.
  • Ability to learn College organization, policies, and procedures related to position.
  • Ability to work independently and as a team member.
  • Ability to deal with and manage conflict.
  • Ability to provide accurate information in a courteous, friendly, concise, and approachable manner.
  • Ability to use judgment, discretion, and decision making skills in dealing with confidential and sensitive issues.
  • Ability to model integrity through self-awareness, personal accountability, ethical behavior, quality standards, and sustainable practices.
  • Ability to think critically by applying problem solving practices, acquiring relevant information, using technology and other resources appropriately, and evaluating alternatives.
  • Ability to communicate effectively by speaking and writing clearly, concisely, and professionally; practicing active listening; reading critically and adapting communication for audience.
  • Ability to value diversity by recognizing personal biases, adapting to culturally diverse situations, and demonstrating a commitment to equity, inclusion, and respectful interactions with persons of diverse ethnic, cultural, social-economic, or educational backgrounds.
  • Intermediate knowledge of and skills with technology including software programs for communication, data collection, and decision making including, but not limited to, Microsoft Office Outlook, Word, and Excel.
  • Ability to work nonstandard hours as necessary.

 

Qualifications
  • Associate degree in a field related to the responsibilities of this position.
  • Minimum of two years of experience working in a customer service or professional office setting.

In evaluating candidates for this position, the College may consider a combination of education, training, and experience which provides the necessary knowledge, skills and abilities to perform duties of position.As an equal opportunity/access employer and educator, CVTC is committed to creating and sustaining a diverse and inclusive environment.  All qualified candidates are encouraged to apply.

Benefits Summary
  • Health insurance for employee, spouse, and dependents with attached Health Savings Account (HSA) and wellness incentive
  • Dental insurance for employee, spouse, and dependents
  • Life and long-term disability insurance
  • Wisconsin Retirement System (WRS)
  • 403(b) tax deferred annuity program
  • 457(b) deferred compensation plan
  • Section 125 flexible spending accounts
  • Paid vacation, personal, and sick time
  • Paid holidays
  • Employee Assistance Program (EAP)
  • Tuition reimbursement (eligibility requirements apply)
  • Professional development

Generally, with the exception of tuition reimbursement, benefits eligibility begins on the first date of employment (i.e., there is no waiting period).

 

 

CVTC does not discriminate on the basis of race, color, national origin, sex, disability, or age in its programs and activities. The following person has been designated to handle inquiries regarding the college's non-discrimination policies: Director of Human Resources, 620 W. Clairemont Avenue, Eau Claire, WI 54701, 715-833-6334, WI Relay: 711

Organization

Working at Chippewa Valley Technical College

Mission

Chippewa Valley Technical College delivers innovative and applied education that supports the workforce needs of the region, improves the lives of students, and adds value to our communities.

Vision

Chippewa Valley Technical College is a dynamic partner for students, employers, and communities to learn, train, and succeed.

Location and Campuses

Chippewa Valley Technical College (CVTC) is part of the Wisconsin Technical College System (WTCS) and serves an eleven-county area in west central Wisconsin. The largest campus is located in Eau Claire and includes a Business Education Center and Health Education Center, plus a Manufacturing Education Center at the Gateway Campus and an Emergency Service Education Center and Energy Education Center at the West Campus. CVTC has regional centers in Chippewa Falls, Menomonie, Neillsville, and River Falls. The College is one of 16 WTCS colleges located throughout the state.

Student Profile

Student enrollment exceeds 8,000 credit students per year, plus over 9,000 non-credit students, with full-time equivalents of over 4,000. The median age of credit students is 24. Approximately 68% of students receive financial aid and 44% are Pell Grant students.

Programs and Placement

CVTC offers 110 programs, 35 certificates, and customized training to an average of 140 businesses annually. CVTC has an outstanding placement rate, 95% of graduates are employed within six months of graduation, with 87% in a related field. CVTC has nationally recognized faculty and state-of-the-art facilities and equipment. Business and industry leaders serve on advisory committees and help CVTC match its curriculum to the needs of today's workplace. Courses are offered at numerous locations in traditional classroom settings, as well as online and in a variety of blended and hybrid formats.

Commitment to Learning

We value all students and their diverse backgrounds and are committed to their learning and success in a global society. We act with honesty, integrity, and fairness and offer a safe and cooperative work environment where individuals care for each other and grow through open communication. We value the resources entrusted to us and work together to develop and continuously improve processes that support the creative pursuit of new ideas.

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United States
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