This position will provide oversight to the Client Services Team and will supervise team members. This role will serve as a point of contact for escalations. In addition, this position will perform daily Client Services duties to include providing information to clients, producing transcripts and enrollment verifications, Registrar's Office forms, retrieves information from the student information system. Assists with daily deposit submissions to the Bursar's Office and Payment Card Industry (PCI) Compliance. Ensure and maintain front office and telephone coverage during all business hours.
Requires a bachelor's degree in a job related field and 5 or more years of job related experience, which may be substituted by an equivalent combination of job related certification, training, education, and/or experience.
Must have exceptional customer service and conflict management skills. Action-oriented, highly dependable, and adaptable to changing circumstances. Adept at engaging others in facilitating decision-making. Experience with academic records, registration, advising, and instructional processes and student information systems in higher education is preferred.
Demonstrated leader with supervisory experience and a strong understanding of the policies and procedures affecting service areas. Communicates effectively and confidently while building and maintaining positive working relationships with faculty, academic administrators, systems analysts, and support staff. Functions as a collaborative team member who can work independently without ongoing supervision, process and prepare written information, analyze complex processes, and develop solutions to problems. Able to perform effectively under the pressure of rigid deadlines while maintaining discretion when handling confidential materials.
Provides operational direction and guidance to the Client Services area. Monitors and evaluates the quality of service provided to constituents via office visits, telephone calls, and electronic communications. Recommends and facilitates service enhancements. Acts as key resource and point of escalation for Client Services team. Maintains composure and resolves concerns in a direct and tactful manner.
Serves as subject matter expert in registration processes and procedures. Assists with troubleshooting registration errors and managing registration exceptions. Establishes policies and procedures in conjunction with Registrar goals and objectives.
Maintains compliance documentation in accordance with Payment Card Industry Data Security Standards (PCIDSS). Completes annual PCI Compliance survey and collects Attestation of Compliance certificates. Manages daily receipts, deposits, and account reconciliation for all register transactions. Reports financial details to the Office of the Bursar within the established timeframe. Performs periodic reviews of safety management procedures to ensure proper preparation and response to critical events.
Organizes staffing support for University events requiring Registrar's services including new student orientation and move-in day. Assists with the planning of Fall and Spring Commencement duties handled by the Office of the University Registrar. Organizes the student process and recession at University Commencement ceremonies and assists with recruitment and training for temporary Commencement staff.
Fosters a positive and collaborative work environment, promotes professional growth, and ensures high-quality service delivery by providing ongoing training to client services team. Mentors and guides by sharing expertise, knowledge of work rules and procedures, and best practices. Contributes to the overall success of the Registrar's Office by performing all other duties and responsibilities as assigned.