Student Engagement Specialist
Located 45 minutes from the Nation's Capital, nestled in a history-rich community of southern Maryland, The College of Southern Maryland (CSM) is a two-time Aspen Award-winning institution (top 15% of Community Colleges) with academic programs in over 100 disciplines. CSM is among America's top 100 producers of Minority Associate Degrees in twenty categories, according to Diverse Issues in Higher Education. CSM offers excellent health insurance benefits; State Retirement Pension plan; wellness programs; Code Green early closure Fridays in the summer; college closure for spring break and several major holidays, including the week between Christmas and New Year; and for several days in March for Spring Break. We are an innovative institution committed to student success and well known for our flexibility to meet student and community needs.
The Student Engagement Specialist is responsible for managing student records, ensuring integrity of the data, upholding policy and law, and completing a multitude of varying duties each day. The Specialist assists students, faculty, staff, and community by answering inquiries and researching and resolving records, registration, and course issues timely and efficiently. The Specialist spends approximately 25% of their time working front line at the Hawk Hub. Additionally, the Specialist researches and resolves problems independently, answers inquiries relating to admissions, financial assistance, advising, placement tests, registration, and student records.
Reports to: Student Engagement Manager
The hiring salary for this position will be from the min to mid-point of the salary range advertised. This position is open until filled.
Specific Duties and Responsibilities
35 % Relationship Building
- Develop and nurture relationships with key industry partners, businesses, and stakeholders.
- Act as the primary point of contact between the organization and its external partners.
- Identify potential partners and opportunities for collaboration.
- Provide first level advising to new and current students, as well as support for community and visitors to CSM.
- Utilize college resources and refers students to appropriate departments and services
- Serve as a key member of the Hawk Hub support staff and works collaboratively with other college personnel to ensure that the information needs of constituents are met.
- Assist Student Engagement and students with Student Planning
- Support special programs designed to support student success
- Assist students with troubleshooting and navigating My learning, Online Services, My.CSMD, Student Planning and the College website.
- Triage students at the LaPlata Campus before sending to an advisor.
- Process audit and withdrawal paperwork always ensuring student is counseled on what financial benefits may be affected.
10% Communication and Advocacy
- Scan, image, student record documents using ImageNow software, utilizing quality control measures to ensure documents are linked to the correct student record.
- Locate imaged student records from ImageNow software for other college staff for college related purposes.
- Maintain database integrity ensuring correct demographic data and academic record accuracy.
- Problem solve and resolve online services registration issues for students, faculty, and staff for both credit and continuing education students and/or direct the customer to appropriate place to get resolution if needed.
- Provide basic credit student resources with catalog navigation and program and course selection.
- Provide continuing education program course advising.
45% Networking and Outreach
- Distribute student ID numbers and usernames for my.CSMD and assist in resolving any log-in issues.
- Instructs students in use of online services for registration, transcript or enrollment verification requests, course wait listing, paying for classes, checking for documents received/needed for financial aid or veteran's benefits, etc.
- Process continuing education and credit registrations including those with special overrides based on department approvals. i.e., late registration, pre-requisites, capacity overrides, etc.
- Process Official and unofficial transcripts to credit and non-credit students
- Process Enrollment Verifications for credit and non-credit students.
- Assist prospective students with admissions, testing, and registration procedures and steps to get started.
- Enter Student Release and Demographic Change forms data accurately into Colleague.
- Provide assistance to community visitors for location of meetings and offices on campus. Utilize college's calendar, Scheduling's listing of events, or by contacting Scheduling when needed.
- Assist registration staff from all campuses with registration problems and inquiries.
- Initiate facility and computer work orders as needed for office and lobby computers.
- Assists in training co-workers on procedures and use of Colleague.
- Serve as an internal recruiter and a first-point contact for prospective students at express counter by assisting and responding to students who express an interest in the college.
- Navigate appropriate questions to determine each individual's path to getting started at the college (New student? Transfer student? Con ed? Credit?)
- Provide prospective students with accurate information in all of the areas of enrollment management as appropriate (admissions, advisement/career services, testing, financial and bursar services).
- Advise students on admissions process (steps to apply, test, get advising, register, where to send transcripts, etc.), and provide admissions application assistance to students in the AD lobby.
- Process demographic and residency changes to include name, address, residency, phone, and e-mail updates. Collects paperwork for Admissions as needed for these changes.
- Represent the college at recruitment events when needed
- Answer phones in the call center when needed to assist students with making appointment with advisors and Student Engagement Managers.
- Manage calendars to schedule appointments for advisors and Student Engagement Managers at the Welcome Desk.
- Process transcript requests and enrollment verifications received.
- Review transcripts as needed for customer inquired discrepancies.
- Log each processed request into Colleague when completed.
- Enter and send transcripts to other colleges using the electronic transcript website; receive electronic incoming transcript from colleges.
- Problem-solve, research, and resolve problems with course sections which may prevent registration. Report unresolved problems to assistant registrar or registrar if needed.
- Manage personal e-mail account
- Restock forms and supplies at the Hawk Hub as needed.
10% Reporting and Documentation
- Continue to improve skills by attending trainings and conferences every year.
- Properly secure all records/documents before leaving the office protecting any personal customer information from being compromised.
- Maintain clean organized workspace.
- Assists with organizing, filing, and storing files.
- Enter and update student information in Colleague
Additional Duties:
Performs other related duties as assigned.
Minimum Education and Training
- High School Diploma required.
- Associate degree preferred.
- Two years of customer service experience
Minimum Qualifications and Standards Required
- Ability to promote a positive work experience for students after job placement through follow up activities with students and employers.
- Ability to resolve customer issues/problems in a manner that exceeds client expectations.
- Ability to maintain accurate records of activities within approved database.
- Excellent verbal, written, and reporting communication skills.
- Demonstrate excellent work ethic and integrity.
- Ability to work autonomously and as a team member.
- Ability to problem solve, make knowledgeable decisions, and to manage multiple tasks frequently.
- Ability to handle a high volume of paperwork, e-mail, and phone calls.
PHYSICAL DEMANDS: The work is mostly sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly.
WORK ENVIRONMENT: Work is performed in a relatively safe, and secure work environment and the employee will be required to work on all CSM campuses.
General Employment Information
The College of Southern Maryland is an Equal Opportunity Employer.
Background Checks
The College of Southern Maryland conducts background checks in order to ensure the safety and well-being of the College's staff and students. The final candidate for this position will be subject to