TBR | The College System of Tennessee

Title: Enrollment Services Specialist I

Department: Enrollment Services

Classification:  2-Hybrid mobile (3 days the office)

Position Summary: The purpose of this position is to support students, parents, families, and other campus community members in admissions, including dual enrollment, registration, financial aid, and advising for non degree seeking students. Key admissions responsibilities include, but are not limited to, handling applications, advising on holds, scheduling entrance testing and advising appointments, navigating myPellissippi, and processing EVEA documents.  Financial Aid duties encompass, but are not limited to, assisting with FAFSA and state aid applications, reviewing requirements (verification), uploading documents, and advising of financial aid statuses. For current students, this role advises on contacting professors/administrators, policies, and providing information on school and community events.  This position aims to deliver exceptional, seamless assistance that supports student success and institutional goals of recruitment, retention and graduation.

Essential Functions:

70% Serve as the frontline customer service contact for Student Services.

• Assist students/parents with all onboarding/enrollment questions. Assess student needs and provide direct assistance to students in applying to Pellissippi state, enrolling in classes, collecting documents, applying for funding and helping them understand the appropriate forms, processes, and procedures for all areas of Enrollment Services.
• Provide individual assistance to students including but not limited to analyzing and troubleshooting individual needs and assisting with on-line self-service accounts (view/change their personal information, apply for financial aid: FAFSA, state aid and scholarship applications, complete needed requirements).
• Provide information to students, parents, staff, and general public regarding all enrollment and financial aid questions and/or requirements, including myPellissippi navigation, transcripts, payments, advising, testing, orientation, secure document upload, alerts and general information about the college and events in person, via telephone, email, US mail, and on-line using extensive knowledge of FERPA, College policy, State, and Federal Regulations.
• Collect, scan, download and update financial aid documents via various forms of electronic or non-electronic submission.  
• Work with each student holistically to create social belonging, build rapport and establish the Start Strong mentality to increase student success and retention.
• Educate student body by assisting at recruitment events throughout the year.
• Participate in scheduled phone and chat shifts and monitor phone queue. Respond to Start Strong emails, including those regarding specific financial aid, admissions, records and cashiering questions.
• Deactivate addresses, phone numbers and emails

5% Function as a critical link or liaison between customers and PSCC by making referrals to student affairs, academic divisions, counselors, instructional staff and other PSCC staff members when needed.

10% Participate in on-going training/professional development in the following areas; admissions, registration, financial aid, cashiering and advising.

10% Utilize applicable software programs/websites such as but not limited to: myPellissippi, Banner (INB and SSB), Argos, BDMS, FAST, ETC, Studentaid.gov, TSAC portal, TNReconnect.gov, Gravyty Chatbot, Webex, college CRM, etc…and provide guidance to students/parents on how to navigate the applicable websites and assist students with accessing account information including: interpreting registration holds, providing prerequisite overrides, uploading secure documents, and clarifying financial aid and admissions requirements. 

5% Other duties as assigned to support the Start Strong Center and fulfill the strategic priorities and mission of the College.

Job Requirements:

High School Diploma and 5 years of customer service or call center experience (financial aid experience preferred).

Associate Degree from an accredited institution and 3 years of customer service or call center experience (financial aid experience preferred).

Bachelor Degree from an accredited institution and 2 years of customer service or call center experience (financial aid experience preferred).

Must possess excellent communication, analytical thinking and problem-solving skills.

Must be able to work independently, making confident decisions, as well as serving as a team player.      

Part-time work experience is calculated at 50% credit of full-time work experience.

Preferred Qualifications:

Banner experience preferred

Demonstrated strong customer service experience is a plus.

The College reserves the right to assign every employee work that fulfills the strategic priorities and mission of the College.   

Skills/Abilities:

• Strong work ethic with excellent oral and verbal communication skills
• Interacting with a large group of diverse students makes interpersonal skills crucial for this position.
• Must be consistent in giving appropriate answers/guidance to students. Required to maintain knowledge of current policies, procedures, and standards to achieve consistency when helping students and families.
• Ability to prioritize while performing multiple tasks.
• This position requires confidentiality in all matters.
• Must be dependable.
• High degree of initiative and ability to work well independently and/or with a team is a must.
• Being proficient in a second language would be helpful, but is not required
• Able to engage in the college’s mission and values

Physical Demands:

This position requires that an employee be able to stand and sit for lengths of 30 minutes or more. Employees must be able to stand up and sit down frequently as they are working with students. Employees should be able to bend, turn and lift up to 15 pounds. During peak times, June, July and August employees may be on their feet for the duration of their shift (7.5 hours) without much time to sit between students. 

Hazards: Prolonged computer use, repetitive movements, and extended periods of sitting or standing may cause physical discomfort or fatigue. Frequent interaction with others may increase exposure to communicable illnesses.

Full-time Employment Benefits:

• Insurance Options: Health, Dental, Vision, Life, Short/Long-term Disability, FSA/HSA 
• Wellness Incentive Program, if enrolled in health plan
• Educational Assistance: Fee Waiver, Spouse/Dependent discounts, Audit/Non-Credit, Reimbursement Program
• Employee Assistance Program
• Retirement Options: Tennessee traditional pension plan option (TCRS), 401k with $100 company match, 457, 403b
• Employee Discount program with over 900+ companies
• 14 Paid Holidays/Year Includes paid days off the last week of December
• Sick Leave Bank
• Longevity Pay
• Many opportunities for professional development

Special Instructions to Applicants: To be considered for a position at Pellissippi State, you must create an on-line application. Your skills, abilities, qualifications, and years of experience will be evaluated using only what is recorded on your application. Work experience that is not listed on the application will not be considered towards compensation. Please note: attaching a resume does not substitute for completion of the application form. Part-time work experience is calculated at 50% of full-time experience. Please note: to scan, upload, or attach documents, a computer and scanner are available at the Hardin Valley Campus Educational Resources Center, if needed.

Pellissippi State Community College does not discriminate on the basis of race, color, religion, creed, ethnicity or national origin, sex, sexual orientation, gender identity/expression, pregnancy, disability, age (40+), status as a protected veteran, genetic information, or any other class protected by Federal or State laws and regulations and by Tennessee Board of Regents policies concerning all employment and education programs and activities. View the nondiscrimination policy. For questions or concerns, please contact George Underwood at gtunderwood@pstcc.edu or 865-539-7354.

Pellissippi State Community College participates in the E-Verify program, a free, web-based system that electronically confirms the identity and employment eligibility of new hires. By using E-Verify, we ensure compliance with federal employment eligibility verification requirements and help maintain a legal workforce. For more information, visit the official E-Verify website Home | E-Verify.

If you have any problems or questions please contact Human Resources at Pellissippi State Community College’s Human Resource Office at 865-694-6607 or by email at recruiting@pstcc.edu.

If you are interested in this position, click on Apply located below or Apply Now in the upper right-hand corner. 

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