To understand, explain, deliver, and enforce a wide array of enrollment policies and related services in a manner characterized by strong customer service and a student-centric approach. To advise and consult with individual students regarding best practices and strategies for navigating these processes, with an emphasis on pro-active, pre-emptive, and preventative approaches. To analyze the impact of policies and services on students, with a special emphasis on their interactions and areas of overlap. To identify patterns which suggest opportunities for process improvements, and to make recommendations.
Bachelor's degree with minimum of 2 years of experience providing direct service to students in an enrollment services area or related field.
Demonstrated success participating as a member of an interdependent work team. Demonstrated success communicating with students and others about enrollment services or related policies and procedures.
Ability to navigate a complex ERP (Enterprise Resource Planning system), SIS (Student Information System), or other complex shared database environment strongly preferred.
Essential Functions and percent of time::
Student Enrollment Advising and Services: 70%
Use accepted practices and exercises independent judgment to provide students and their families with guidance and enrollment services in a manner characterized by strong customer service, a student-centric approach, and a thorough knowledge of related policy, best practices, and legislation delivered through phone, face-to-face, e-mail, and other modes of communication.
1. Perform high quality intake assessment of student needs. 2. Accurately refer student to other staff member and/or service modes as applicable for the student needs. 3. Reduce referrals beyond the center as applicable, by making inquiries to other campus resources on the student's behalf. 4. Answer frequently asked questions efficiently and accurately. 5. Provide efficient and knowledgeable express services to students, including accurate processing as applicable. 6. Help students understand their available options and potential outcomes. Advise students as applicable. 7. Explain policies and procedures, and their rationale. 8. Enforce policies and procedures, end exercise judgment to recognize and refer to supervisor as applicable. 9. Help students understand and accept responsibility for the consequences of their prior choices. 10. Explain and demonstrate ownership of enrollment policies or related administrative decisions or interpretations made by this or other departments or entities. 11. Read notes reflecting advising and service activities. 12. Write notes reflecting advising and service activities according to department expectations.
Examples of enrollment advising and services may include but are not limited to:
1. Registration activity for classes, and related functions. 2. Records release requests. 3. Seeking, obtaining, accepting, receiving, maintaining eligibility for, and returning loans, scholarships, and grants. 4. Meeting financial obligations to the University via available payment methods and strategies. 5. Applying for Ohio Residency for the purposes of paying tuition at in-state rates. 6. Learning to use and increasingly using self-service resources (such as WINGS Express, Schedule Planner, WINGS, WINGS Resource Center) and electronic forms, scanning to submit paper forms, and performing other self-service functions that reduce phone calls and foot traffic. 7. Requesting special review through appeals, petitions, escalations, or other processes. 8. Other services to be determined.
Analysis and Recommendations 10% Experience, observe, analyze and help improves the impact of policies and services on student success in these processes. 1. Identify polices, services, and their intersections that suggest the opportunity for process improvements. 2. Collect or assist with the collection of data or case studies that help illustrate such opportunities. 3. Craft and advance to supervisor descriptions, supporting evidence, and recommendations.
Office environment providing direct service to students.
Wright State University, an equal opportunity/affirmative action employer, is committed to an inclusive environment and strongly encourages applications from minorities, females, veterans and individuals with disabilities.
To preserve the safety and security of the campus community and to maintain the integrity of university operations, it is the policy of Wright State University before making an employment offer conduct various background checks, such as a criminal record, credit history when job related and/or education verifications. Additionally, an administrative review shall be conducted whenever the university learns that an employee is charged with or convicted of a crime (except for minor vehicle violations). Frequently asked questions related to background checks may be found on the Human resources website at http://www.wright.edu/human-resources.
Effective July 1, 2017, per Policy 7230 Wright State University is tobacco-free. Tobacco use, including the sale, advertising sampling and distribution of tobacco products and tobacco related items is prohibited in all university facilities, on all university owned or leased grounds, university owned or operated residence halls and apartments, and at all university sponsored events regardless of location. Tobacco use is also prohibited in all university vehicles or on any equipment owned, leased or operated by Wright State University. This policy applies to anyone on campus including students, faculty, staff, visitors, consultants, vendors, patients, volunteers, and contractor employees.
Wright State University serves nearly 18,000 students and offers more than 230 undergraduate, graduate, doctoral, and professional degree programs through eight colleges and three schools. Located in the city of Fairborn in Greene County, Ohio, Wright State is conveniently situated adjacent to Wright-Patterson Air Force Base and is less than 10 miles from downtown Dayton. One of our eight colleges, Wright State University–Lake Campus, is a university-operated regional campus on the shores of Grand Lake St. Marys in Celina, Ohio. The Wright State alumni community is more than 109,000 strong. For more information please visit www.wright.edu.