Student Services Specialist Sr

The Admissions & Records Student Services Specialist Sr. plays a critical role in supporting the operational integrity and student-centered mission of the Registrar's Office. This position is responsible for high-volume, detail-oriented back-end processing, including data entry, transcript evaluation, tuition classification (residency determination), identity authentication, graduation application review, data/report auditing to ensure accuracy and compliance, enrollment verifications and other functions within the office of the Registrar or Admissions and Records.

The specialist sr. provides multi-channel support to students, faculty, and staff via phone, email, and live chat, and offers in-person meetings or counter coverage as needed. The position requires balancing efficiency and regulatory compliance with a strong commitment to responsive, respectful customer service.

The specialist sr regularly reviews reports and records to identify discrepancies, correct errors, and drive proactive outreach and student support or process improvements. This work demands a high level of accuracy, critical thinking, and the ability to apply complex policies and procedures.

A successful candidate will demonstrate strong attention to detail, sound judgment, and the ability to manage competing priorities in a fast-paced environment. Equally important is the ability to build positive working relationships across campus, contributing to a culture of collaboration and service by delivering consistent, reliable, and solutions-oriented support.

Working both independently and as part of a team, the specialist upholds high standards of professionalism and accountability, ensuring that all interactions and processes reflect a commitment to students, accuracy, and continuous improvement.

Essential Functions

40% Records Processing & Academic Evaluations

• Perform complex, detail-oriented review and processing of student academic records, including data entry, transcript evaluation, tuition classification (residency), and identity authentication; process graduation applications, domicile and refund appeals, and compassionate withdrawal requests; and support reporting and reconciliation activities such as Clearinghouse reporting and tuition calculation error review, along with other related records functions.
• Review, process, and interpret academic records and requests to ensure accuracy, completeness, and alignment with institutional policies and degree requirements.
• Conduct degree audits and support graduation certification processes.
• Process record updates, corrections, and exceptions in accordance with established procedures.
• Ensure all work meets high standards of accuracy, timeliness, and compliance with institutional, state, and federal regulations.

20% Data Integrity, Reporting & Compliance

• Maintain, process, and update student records across multiple systems (Student Information System (SIS), document management systems such as DocuWare, and other technology platforms).
• Run and review reports and audits to identify discrepancies, correct errors, and support proactive student outreach, data cleanup and process improvements.
• Ensure compliance with FERPA and applicable policies, maintaining strict confidentiality of student information.
• Support internal and external reporting requirements, audits, verifications, and data validation efforts.

20% Student, Faculty & Staff Support

• Provide responsive, professional support to students, faculty, and staff via phone, email, and live chat; provide in-person counter coverage or meetings as needed
• Respond to inquiries, resolve issues, and provide guidance on admissions and records processes with a balance of policy compliance and student-centered service.
• Manage assigned email communications daily, ensuring timely and accurate responses.
• Evaluate or escalate complex issues as appropriate while maintaining ownership of follow-through and resolution.
• Contribute to a culture of service that is respectful, solutions-oriented, and supportive of student success.

10% Process Improvement & Operational Support

• Identify process gaps, inefficiencies, and opportunities for improvement; recommend and support implementation of solutions.
• Assist with system updates, workflow enhancements, and operational changes that improve service delivery and accuracy.
• Participate in testing, implementation, and ongoing support of systems and process changes.
• Support special populations or projects as needed.

5% Collaboration & Campus Partnerships

• Build and maintain positive, collaborative relationships with faculty, staff, and campus partners to improve communication, trust, and service delivery.
• Serve as a knowledgeable resource to departments by interpreting policies and providing guidance on records-related processes.
• Contribute to a team culture focused on accountability, continuous improvement, and enhanced service to the campus community.

5% Other Duties as Assigned

• Participate in cross-training, professional development, and team initiatives.
• Assist with training of staff as needed.
• Support office operations, projects, and events.
• Participate in college and district initiatives, committees, and events.
• Perform other related duties as assigned consistent with the scope and level of the position.