TBR | The College System of Tennessee

Title:     Start Strong Center Processing Specialist (Temporary Part-Time)

Department:    Start Strong Center

Campus: Hardin Valley (100% in-person)

Closing Date: Open until Filled   

Type of Appointment: Temporary Part-Time

Pay Rate: $18.12 per hour

Work Hours: work up to 32 hours per week

Position Summary:  The purpose of this position is to provide cross-trained support to students, parents/families, and other campus community members in the onboarding areas of admissions including dual enrollment, registration, financial aid, and advising for non-degree seeking students, Admissions responsibilities include, but are not limited to:  Application, advising of and assisting with holds, making any applicable testing appointments, making advising appointments, myPellissippi navigation, and making new student orientation appointments as well as process EVEA documents  Financial Aid responsibilities include but are not limited to: financial aid applications (FAFSA and State), reviewing outstanding requirements (verification), uploading documents, and advising of Financial Aid statuses.  As the central contact for current students: advise students on how to get in contact with professors/administrators, advise on policies and general information.  For visitors and all others: advise on school and community events. The position provides a student-focused, holistic approach to quality service in order to provide an exceptional, seamless service experience that supports student success and institutional goals of recruitment, retention and graduation.

Duties and Responsibilities:

1. 65%  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 helping them apply to Pellissippi state, enroll in classes, collect documents, apply for funding and help 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 but not limited to 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 counter, phone and chat shifts and monitor phone queue. Respond to Start Strong emails, including those regarding specific financial aid, admissions, records and cashiering questions.

10%  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, student account services 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, etc…and provide guidance to students/parents on how to navigate the applicable websites and assist students with accessing account information including, but not limited to: 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.

Required Qualifications: 

High School diploma and some experience in either customer service, higher education, or call center.  This job consists of mostly on the job training.  

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

Knowledge, Skills, Abilities and Work Characteristics:

Customer service, ability to multitask effectively, computer competency and ability to quickly learn new systems.  Research experience and prompt decision making skills are needed.  Having a second language would be considered an asset but not required.  Knowledge of the following policies is required for this position:

FERPA Regulations:  Following FERPA regulations (20 U.S.C. § 1232g; 34 CFR Part 99) as they relate to international students and the U.S. government. This law protects the privacy of student education records. The law applies to all schools that receive funds under an applicable program of the U.S. Department of Education

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. 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. 

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

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  For questions or concerns, please contact George Underwood at gtunderwood@pstcc.edu or 865-539-7354.

If you have any problems or questions please contact 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 the link to the top "right" to apply.

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