TBR | The College System of Tennessee

Title: Service Center- CRM Student Associate, Student Services

Employee Classification: Clerical & Secretarial

Institution: System Office

Department: Service Center/ Office of Strategic Enrollment Management

Campus Location: Tennessee Board of Regents System Office

Job Summary

The CRM Student Associate, Student Services serves as a key liaison in ensuring the accurate and timely transfer of student data within Slate and across integrated systems, including Axiom and Banner. This role is a champion for data integrity, ensuring that all student information complies with applicable institutional, TBR, state, and federal regulations, policies, and guidelines. In collaboration with the CRM Operations Director, the Student Service Center Manager, and the Student Services Specialist, the associate manages student record processing as it relates to Slate functionality in Banner for the technical colleges. The position works closely with TBR institutions and is expected to deliver a high level of customer service and technical support to all campuses served.

This position may have the opportunity to work remotely within the state of Tennessee but with periodic visits to the TBR System Office (Nashville, TN) at the employee’s expense, and potential travel to Tennessee TBR colleges may be necessary.

Job Duties

• 80% - Student Records • Responsible for consolidating records in Slate to eliminate duplicate person records • Responsible for ensuring Slate Queries are running to pass information from Slate to Banner and bring back information from Banner to Slate • Reviews Axiom records to match potential Banner data • Monitor population processing to ensure records are coding for appropriate campuses to view • Assist the Student Services Specialist, Student Service Center Manager, and CRM Operations Director with other application and student records maintenance as directed - (Essential)
• 15% - Customer Service • Manage incoming work requests related to application records from TCATs • Field employee questions and researches student records transaction processing concerns • Work cooperatively and effectively with other departments, including the Office of IT in support of Slate and Banner Student database changes and improvements • Communicate to employees and administration regarding student records related issues and solutions - (Essential)
• 5% - Other Duties • A personal commitment, with assistance from TBR leaders, to devote time to growing and developing as a leader and a colleague. Performs additional duties as assigned. - (Marginal)

Minimum Qualifications

• Associate’s degree and a minimum of 2 years of related work experience OR a comparable combination of education and experience
• Experience working in student services in a technical college, community college, university setting or system
• Experience with Banner or similar ERP system

Preferred Qualifications

• Experience with Slate CRM
• Experience with Axiom
• Experience within a shared service operating environment
• Experience or training in Windows operating system and Microsoft Office 365 applications

Knowledge, Skills, and Abilities

• In-depth knowledge of college or university admissions and records processing and reporting requirements
• Broad knowledge of federal and state laws and guidelines
• A willingness and passion to learn new hardware and software systems that are consistent with duties
• High level of accuracy and attention to detail in data entry and record reconciliation.
• Ability to effectively analyze data and inquiries, think critically, and make appropriate decisions
• Effective organizational and time management skills
• Ability to work as part of a team or work alone without close supervision
• Ability to communicate effectively, both in writing and orally
• Ability to understand customer needs and provide quality service
• Ability to maintain confidentiality in compliance rules and regulations, including HIPAA and FERPA guidelines on the disclosure of information
• Ability to identify and implement process improvements within a shared services framework.

Physical Demands / Working Conditions