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.
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.
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.
Apply online at: https://careers-cvtc.icims.com/jobs/1613/student-central-representative/job
CVTC is part of the Wisconsin Technical College System and serves an 11-county area. The largest campus is located in Eau Claire, with major regional campuses in Chippewa Falls, Menomonie, Neillsville, and River Falls. 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