Detailed Job Description
The Enrollment Center (EC) is a newly created student service office reporting to the Office of Enrollment Management (OEM) that provides consolidated, front-facing services of the Bursar, Registrar and Student Financial Assistance offices. The EC serves as the virtual and eventual in-person one stop service center for the Miami University community by providing best in class in-person, telephone, email, online and outreach student-centric services. The EC will provide essential information, answer questions, counsel and provide problem resolution for current and former students, parents/families, alumni, faculty, staff, various departments, and the broader university community in the areas of registration, enrollment, financial aid, student records, billing, and payment.
The Regional Enrollment Center Manager will serve as both a Student Service Specialist as well as the center manager. The manager will oversee the office's day-to-day operations at both regional campuses and be responsible for providing excellent customer service through problem resolution and outreach for a wide audience. The manager will be the regional campus veterans' liaison and also serve as a liaison for communication with the Oxford Enrollment Center.
Answer questions in person, on the phone, from e-mail, or written correspondence to resolve problems and address concerns from students, parents, faculty, staff, and other third parties in the areas of registration, financial aid, student accounts/billing, and other related functions. Provide excellent service to all internal and external customers; ensure problems are resolved in an efficient and effective manner; work effectively and collaboratively as a team member; meet expectations in a fast-paced and dynamic, customer-oriented environment. Use investigation, professional judgment, and individual discretion, as appropriate; follow through on issues until resolved, providing necessary correspondence and contact with students or third parties; contact student advisors, academic divisions, or other university departments to clarify situations, as necessary; intercede and/or advocate on the student's behalf. Act as a representative of the enrollment center to students, faculty, staff, and the public concerning issues requiring interpretation of policies, procedures, and programs related to but not limited to enrollment management functional areas. Keep up-to-date with University and departmental policy changes, in addition to federal and state changes impacting the enrollment center function, as needed; engage in professional development to stay current. Provide enrollment center presentations to students, parents and University staff; provide financial aid and student account/billing presentations to the University community and external groups, including but not limited to high schools, community colleges, and other events (with travel).
Perform independent special projects in all areas of the enrollment center as needed. Provide support and resolve issues in areas such as, but not limited to: Registration, Transcripts, Transfer credit evaluations, Account holds, Cancellation, withdrawals and reenrollment, Room scheduling, Commencement, Veteran Affairs, Residency, Degree Audit Reports (DAR), Billing, fees, fee waivers, and refunds, Financial aid eligibility, disbursement of aid, and entrance and exit interviews, FAFSA, loans, promissory notes, scholarships. Other duties as assigned.
Bachelor's Degree, or Associate's Degree with at least two (2) years of experience (pre- or post-degree) working full- or part-time in an office customer-service related field, or at least three (3) years of experience working full-time in an office customer-service related field; demonstrated leadership ability including at least one (1) year of supervisory experience or project/program management experience, which includes oversight of a team; ability to serve customers graciously, quickly and accurately; excellent oral and written communications skills; must be detail-oriented and demonstrate the ability to initiate, multi-task, and prioritize; working knowledge of spreadsheets (MS Excel), word processing (MS Word), internet; ability to communicate and interact effectively with people of all ages and diverse backgrounds; must be able to attend functions off campus and work evening and weekend hours as needed. Some travel may be required. Ability to analyze and interpret complex data and make independent decisions.
Student financial aid or registration or student accounts/billing experience in a higher education setting; knowledge of and experience with Miami University, including institutional and unit policies, procedures, and processes; demonstrated project management and public speaking skills; working knowledge of Gmail, Google documents, and student records software such as Ellucian Banner; experience in a high-volume and high-paced customer service setting; experience working with staff across multiple locations.
Special Instructions to Applicants
Applicants will be asked to submit cover letter, resume and list of three references when applying for this position.