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Lead Specialist

Texas Tech University

Lubbock, TX

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JOB DETAILS
SALARY
$17.69–$22.98 Per Hour
SKILLS
Auditing, Best Practices, Budgeting, Communication Skills, Customer Support/Service, Data Quality, Detail Oriented, Documentation, Family Educational Rights and Privacy Act (FERPA), Maintain Compliance, Mentoring, Microsoft Excel, People Management, Policy Development, Problem Solving Skills, Quality Assurance, Record Keeping, Registrar, Regulations, Reporting Dashboards, Safety Compliance, Safety/Work Safety, Salesforce.com, Secondary School, Staff Policies, Student Services, Telephone Skills, Time Management, Willing to Travel
LOCATION
Lubbock, TX
POSTED
Today
45157BR

Extended Job Title:


Lead Specialist


Position Description:


Performs advanced, specialized work to assist in the organization and implementation of various projects and programs. Work is performed under minimal supervision within established policies with latitude for independent judgment. Works on special projects as assigned. May substitute for supervisor during his/her absence.


Requisition ID:


45157BR


Travel Required:


None


Major/Essential Functions:


SUPERVISE:


+ Train and mentor student staff on departmental policies, procedures, customer service standards, and FERPA requirements for handling walk-in traffic, phone inquiries, and email correspondence professionally and efficiently.


PHONES:


+ Professionally manage a multi-line phone system by efficiently answering incoming calls, providing accurate information, and directing customers to the appropriate office or personnel for assistance.


+ Maintain clear and professional communication while assisting customers and coordinating with departments to ensure efficient calling and issue resolution.


+ Investigate phone complaints and record-related concerns to ensure accurate information is communicated and appropriate corrections are completed when necessary.


CUSTOMER SERVICE:


+ Provide exceptional customer service for student record-related requests, including transcripts, notarizations, verifications, diploma reissues, and custom record requests, while maintaining accurate documentation within related systems.


+ Respond to customer and student inquiries efficiently, ensuring needs are addressed with professionalism, accuracy, and attention to detail.


+ Manage and respond to emails submitted to the Registrar inbox via Salesforce, providing clear communication and assistance with requests, questions, and related services.


TRANSCRIPT PROCESSING:


+ Process and fulfill transcript requests by researching and resolving record discrepancies, coordinating with students and third parties, and ensuring timely and accurate completion of requests.


+ Review transcript orders submitted through Parchment to verify accuracy, confirm records match information on file, and ensure compliance with institutional policies and FERPA regulations.


+ Conduct quality assurance audits on transcripts and student records to identify discrepancies and ensure accuracy prior to processing and release.


OTHER DUTIES:


+ Assist the Unit Manager in researching, reviewing, and resolving escalated requests, complaints, and complex student record issues while preparing professional case responses and resolutions.(as needed)


+ Research and retrieve archival student records through Xtender and physical archives, creating student IDs for historical records when necessary.


+ Support FERPA compliance initiatives by identifying potential concerns, providing guidance on best practices, and recommending additional training opportunities as needed.


+ Review reissued diploma orders and custom record requests to confirm all information aligned with official student records prior to fulfillment.


+ Assist with student record maintenance, data verification, and correction processes to ensure the integrity and accuracy of institutional records.


SYSTEMS AND EQUIPMENT:


+ Systems and Equipment: Accurately uses all registrar systems, including Banner, MS Teams, Dashboard, Salesforce, and all other university systems.


+ Accurately use all registrar systems, including Banner, MS Teams, Dashboard, and all other university systems to complete assigned duties


*Serves as back up to Specialist III and Unit Manager when out as needed


Grant Funded?:


No


Pay Basis:


Hourly


Schedule Details:


M-F 8am-5pm


Work Location:


Lubbock


Department:


Registrar


Required Attachments:


Cover Letter, Professional/Personal References, Resume / CV


Job Type:


Full Time


Shift:


Day


Required Qualifications:


High school plus six years experience in related field. Additional education may substitute for experience on a year for year basis.


Does this position work in a research laboratory?:


No


Navy Enlisted Classification Code:


1802, 641X


Army Military Occupational Specialty Code:


42L, 42E


Air Force Specialty Code:


3A1X1


Safety Information:


Adherence to robust safety practices and compliance with all applicable health and safety regulations are responsibilities of all TTU employees.


Pay Statement:


Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan.


EEO Statement:


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.


About the University:


Founded in 1923, Texas Tech University began with a mission to serve the needs of West Texas, but its impact has always reached far beyond. Today, Texas Tech, located in Lubbock (pop. 300,000+), is home to a vibrant community of more than 42,000 students.Texas Tech's 1,800-acre campus showcases Spanish Renaissance architecture and is home to one of the country's largest public art collections. Its 13 colleges include a prestigious School of Law and a distinguished School of Veterinary Medicine. These programs equip students with the skills and knowledge needed to excel in their respective fields. Built on the values of West Texas — hard work, grit and authenticity — the university graduates students who are deeply engaged in service to their communities and well-positioned to succeed in the world. Texas Tech is committed to achieving research and scholarly accomplishments that compare favorably to the member institutions of the Association of American Universities (AAU). For more than 100 years, Texas Tech has been a premier destination for those seeking a world-class education and a unique, personalized experience as a member of the Red Raider family.


Job Family:


Organizational Administration


Job Sub Family:


Administrative Operations


Hourly Pay Range:


$17.69 - $22.98 - $28.32

About the Company

T

Texas Tech University