Enrollment Specialist II - TNBR Careers

The purpose of this position to provide comprehensive support in admissions, registration, financial aid, and advising for non-degree seeking students. Responsibilities include application assistance, scheduling appointments, myPellissippi navigat...

Work Location: 3 – On campus

Position Number: 209100

Required Documents Needed to Upload at Time of Application:

·    Resume

·    Unofficial Transcripts

·    Three Professional References (See below)

Reference check requirements: 

Non-supervisory roles: three (2) current or former supervisors and one professional reference.

Personal references (friends, clergy, customers, relatives) are not considered acceptable references.

Job Summary: The purpose of this position to provide comprehensive support in admissions, registration, financial aid, and advising for non-degree seeking students. Responsibilities include application assistance, scheduling appointments, myPellissippi navigation, and processing EVEA documents. Duties involve FAFSA and state applications, verification, document uploads , and status advising. This role also includes advising students on contacting professors and administrators, school policies, and community events. This position ensures a seamless service experience, promoting student success and supporting institutional goals in recruitment, retention, and graduation.

Essential Functions:

55% Serve as the initial customer service contact for Student Services.

• Assist students/parents with all onboarding/enrollment questions. Assess student needs and provide direct assistance to students in helping them apply to Pellissippi State, enroll in classes, collect documents, apply for funding and help them understand the appropriate forms, processes, and procesdures for all areas of Enrollment Services.
• Provide individual assistance to students including but not limited to analyzing and troubleshooting individual needs and assisting with on-line self-service accounts (view/change their personal information, apply for financial aid: FAFSA, state aid and scholarship applications, complete needed requirements).
• Provide information to students, parents, staff, and general public regarding all enrollment and financial aid questions and/or requirements, including but not limited to MyPellissippi navigation, transcripts, payments, advising, testing, orientation, secure document upload, alerts and general information about the college and events in person, via telephone, email, US mail, and on-line using extensive knowledge of FERPA, College policy, State, and Federal Regulations.
• Collect, scan, download and notate completed financial aid documents via various forms of electronic or non-electronic submission. 
• Work with each student holistically to create social belonging, build rapport and establish the Start Strong mentality to increase student success and retention

5% Function as a critical link or liason between customers and PSCC by making referrals to student affairs, academic divisions, counselors, advisors, instructional staff and other PSCC staff members when needed.

10% Participate in scheduled phone and chat shifts and monitor phone queue during peak times to assist as needed. Respond to Start Strong emails, including those regarding specific financial aid, admissions, records and cashiering questions.

10% Participate in on-going training/professional development in the following areas; admissions, registration, financial aid, student account services and advising.

10% Utilize applicable software programs/websites such as but not limited to: MyPellissippi, Banner (INB and SSB), Argos, BDMS, FAST, ETC, Studentaid.gov, TSAC portal, TNReconnect.gov, etc…and provide guidance to students/parents on how to navigate the applicable websites and assist students with accessing account information including, but not limited to: interpreting registration holds, providing prerequisite overrides, uploading secure documents, and clarifying financial aid and admissions requirements. 

10% Other duties as assigned to support the Blount Campus and Start Strong Center.

Key Result Areas: The number of students assisted at the Blount County Campus in a timely and accurate manner. The number of students referred to other campus resources.

When customer service is at peak level then a higher percentage of students will be satisfied with their onboarding process and potentially be retained each semester through graduation. The goal for this position is to help the student holistically in one centralized location with all their questions.   

Job Requirements: Associate’s Degree from an accredited institution and 3 years related experience to include financial aid experience; or, Bachelor’s Degree from an accredited institution and 2 years related experience to include financial aid experience.

Must possess excellent communication, analytical thinking and problem-solving skills.

Must be able to work independently, making confident decisions, as well as serving as a team player.      

Must be able to engage in the College’s mission and values.

(Part-time work experience is calculated at 50% credit of full-time work experience)  

Demonstrated ability to:

• Multi-task and maintain accuracy
• See and appropriately act on the wholistic picture of a student’s situation
• Exercise strong emotional intelligence
• Anticipate needs that are not specifically asked for or sought by a student

Preferred Qualifications:

Banner experience.

Demonstrated strong customer service experience.

Complexity & Creativity: This position requires a significant breadth and depth of knowledge in all aspects of the enrollment process. The complexity of this position is high due to analyzing individual problems and providing accurate solutions.  Knowledge of financial aid is critical, as is the knowledge of the admissions process, records, cashiering, advising, and registration.

• Strong work ethic with excellent oral and verbal communication skills
• Interacting with a large group of diverse students makes interpersonal skills crucial for this position.
• Must be consistent in giving appropriate answers/guidance to students. Required to maintain knowledge of current policies, procedures, and standards to achieve consistency when helping students and families.
• Ability to prioritize while performing multiple tasks.
• This position requires confidentiality in all matters.
• Must be dependable.
• High degree of initiative and ability to work well independently and/or with a team is a must.
• Being proficient in a second language would be helpful, but is not required

Magnitude of Impact: Student onboarding affects a multitude of departments within Student Affairs and the outcomes are evident immediately, within days or long-term depending on the issue. If difficult problems arise, an intervention would be appropriate from a supervisor. This position has contact with the following areas on a regular basis:

Financial Aid, Admissions/Records, Student Account Services, Advising, Counseling, Trio, Pellissippi Pantry, Veterans Services, Testing, Career Development, Disability Services,  Helpdesk, Academic Support Services, Student Engagement and Leadership, and the Start Strong Center.

Responsibility for Accuracy:

Typical errors encountered:

1. 1. Advising a student regarding if they should drop a class due to their financial aid status. If the wrong advice is given, it can affect their aid and they could lose their Hope scholarship or state scholarship. The student would need to complete a refund appeal.
   2. If the employee takes the incorrect documentation or if the documentation is not completed correctly, the student’s financial aid can be lost or delayed.

The cashier’s office performs an audit one to two times per year and the deposit is monitored daily at the Hardin Valley Campus Business Office. If the cashier deposit is incorrect, it could affect the college’s financial status and potentially the student’s account.

Budgetary: Not directly responsible for the budget but does provide the campus dean input for needed supplies, materials, travel, and professional development needs.

Judgement & Decisions: With the appropriate training, this position requires the employee to make independent decisions as much as possible without the campus dean’s approval. This position is able to add and remove holds based on information in the account. Documents are checked if needed and enrollment decisions based are made based on what the incumbent sees. The incumbent has the ability to provide overrides with appropriate documentation. Decisions are not necessarily reviewed, but there must be a diligence to ensure actions are in the best interest of the student(s) and the college. 

Nature of Contacts: This position will have contact with the general public when they inquire about enrolling and with our current student population.  This position must work with other departments on campus (Records, Financial Aid, Student Account Services, Advising, New Student Orientation/Student Success) on a regular basis.  This position will also interact with academic departments regarding students or policies and procedures. 

The majority of interactions with others involves providing essential information to current and prospective students, as well as, college visitors and community members. In order to distribute correct information, the incumbent communicates with other departments within the college on a regular basis.

Physical Demands: This position requires that an employee be able to stand and sit for lengths of 30 minutes or more. Employees must be able to stand up and sit down frequently as they are working with students. Employees should be able to bend, turn and lift up to 15 pounds. During peak times, June, July and August employees may be on their feet for the duration of their shift (7.5 hours) without much time to sit between students. 

Hazards: Employees could develop wrist or hand issues from typing and using a computer. Employees could develop some lower back, neck and shoulder pain from constantly standing and sitting. Additionally, employees are standing on concrete a large part of their day so may develop foot, knee or back pain and swelling. Employees are working with large amounts of different people every day so may be at a higher risk of getting the common cold, flu or viruses.

Special Instructions to Applicants: To be considered for a position at Pellissippi State, you must create an on-line application. Your skills, abilities, qualifications, and years of experience will be evaluated using only what is recorded on your application. Work experience that is not listed on the application will not be considered towards compensation. Please note: attaching a resume does not substitute for completion of the application form. Part-time work experience is calculated at 50% of full-time experience. Please note: to scan, upload, or attach documents, a computer and scanner are available at the Hardin Valley Campus Educational Resources Center, if needed.

Pellissippi State Community College is an EEO/AA/Title VI/Title IX/Section 504/ADA employer

If you have any problems or questions please contact Human Resources at Pellissippi State Community College’s Human Resource Office at 865-694-6607 or by email at recruiting@pstcc.edu.

If you are interested in this position, click on the link to the left to apply.

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