Clerk V - Bristol Community College

Bristol Community College; Fall River (MA); On-site; USD 50,000 - 62,000; Full time

Job summary

Bristol Community College in Fall River, MA is seeking a Clerk V in the Financial Aid department to coordinate SAP communications, appeals, and enrollment services. The role supports prospective and current students and ensures smooth processing of financial aid and enrollment activities.

The successful candidate will monitor SAP status, manage documentation, and provide front-line customer service, while collaborating with Admissions, Records, and other units.

Qualifications

• Four years of full-time office experience, or equivalent part-time, with supervisory/admin responsibility.
• Three years of progressively responsible administrative or student services experience.
• Experience with Microsoft Office and student information systems.
• Ability to manage multiple priorities while maintaining accuracy and confidentiality.

Responsibilities

• Coordinate SAP communications, appeals, and workflow processes.
• Review SAP appeals for completeness and request missing documentation.
• Monitor SAP cases using Banner, CRM, and other systems.
• Track academic plans, probation requirements, deadlines, and follow-ups.
• Identify and resolve SAP processing exceptions with staff collaboration.
• Provide front-line financial aid customer service and assist with applications.

Skills

Customer service

Communication

Organizational skills

Education

High school diploma or equivalent

Tools

Microsoft Office

Student information systems

Job description

Bristol Community College is an exciting place to work, learn, and grow! Bristol is dedicated to fostering an inclusive environment with a rich diversity of beliefs, cultures, languages, abilities, and lifestyles. Committed to enriching its educational experience through a supportive community, Bristol actively encourages candidates of all backgrounds to apply and achieve our vision of advancing a vibrant, diverse community through education, learner by learner. If you share a passion for helping students succeed and enjoy working in a community of innovative, inclusive, and collaborative colleagues, Bristol is the place for you!

As a Commonwealth of Massachusetts employer, Bristol offers a comprehensive compensation and benefits package, including health, dental, life, long-term disability, retirement and paid time off (vacation, personal, sick, and holiday pay). We also offer tuition waiver discounts at the Commonwealth's public higher education institutions. More information can be found on our Benefits website .

Job Description:

POSITION TITLE:Clerk V
DEPARTMENT: Financial Aid
PRIMARY LOCATION: Fall River, MA
REPORTS TO: Associate Director of Financial Aid
POSITION STATUS: This is an AFSCME, Group 15, full-time, unit position with benefits.
SALARY: $55,958.24 annually. All appointments from outside the collective bargaining agreement begin at step 1.

STATEMENT OF DUTIES:

The Clerk V serves as the primary operational coordinator for the College's Satisfactory Academic Progress (SAP) process while providing comprehensive enrollment services support to prospective and current students. The position coordinates SAP communications, appeals, academic plans, workflow management, case tracking, and student outreach to promote student persistence and retention.
In addition to SAP responsibilities, the incumbent is cross-trained in Financial Aid, Admissions, Records and Registration, Student Accounts, and other Enrollment Management functions to provide front-line assistance and a seamless student experience. The position explains provisions and requirements of applicable documents, programs, processes, eligibility criteria, benefits, options, and related information to students and others. The position exercises independent judgment in coordinating complex administrative processes and, with supervisor approval, develops, revises, and carries out work procedures in cooperation with other units to support the efficient and effective flow of work, while referring matters requiring policy interpretation or professional judgment to appropriate professional staff. Some nights and weekends may be required.

ESSENTIAL DUTIES, FUNCTIONS AND RESPONSIBILITIES:

• Coordinate the College's Satisfactory Academic Progress (SAP) communication, appeal, and workflow processes.
• Review SAP appeals for completeness and request missing documentation from students.
• Monitor SAP cases using Banner, Student Forms, CRM, and other institutional systems.
• Track academic plans, probation requirements, deadlines, and follow-up activities.
• Identify, investigate, and resolve SAP processing exceptions by completing manual calculations, validating academic records, documenting findings, and coordinating with Financial Aid staff to ensure accurate determination of SAP status.
• Generate reports related to SAP, student outreach, and retention initiatives.
• Maintain accurate and confidential student records in accordance with FERPA.
• Provide front-line financial aid customer service and assist students with application processes, document collection, and general eligibility questions.
• Explain provisions and contents of financial aid, enrollment, and related College documents and programs, including applicable requirements, options, eligibility criteria, benefits, deadlines, and processes, to students, employees, and others.
• Interview applicants for clerical positions, as assigned, and provide recommendations to supervisors.
• Prepare and/or process personnel actions, as assigned and within the scope of the position, by recording actions and completing required forms for forwarding and approval.
• Develop, revise, and, with approval of the supervisor, carry out SAP and Enrollment Management work procedures in cooperation with other departmental units to ensure the efficient and effective flow of work.
• Provide cross-functional support in Admissions, Records & Registration, Student Accounts, Advising, and other Enrollment Services areas.
• Assist with enrollment events, orientations, and peak registration activities.
• Prepare correspondence, reports, spreadsheets, and operational documentation.
• Participate in process improvement initiatives and implementation of new technologies.
• Refer matters requiring financial aid eligibility determinations or professional judgment to appropriate staff.

Requirements:

REQUIRED QUALIFICATIONS:

Applicants must have at least (A) four years of full-time, or equivalent part-time, experience in office work, of which (B) at least one year must have been in a supervisory or administrative capacity, or (C) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. A diploma as evidence of graduation from the commercial or business course of a recognized high school or vocational/technical high school may be substituted for a maximum of one year of the required (A) experience.*

II. A diploma as evidence of graduation from a course other than the commercial or business course of a recognized high school or vocational/technical high school or possession of a Massachusetts high school equivalency certificate may be substituted for a maximum of eight months of the required (A) experience.*

III. A diploma for completion of a one-year, full-time, or equivalent part-time, program in a recognized, non-degree granting business or secretarial school above the high school level may be substituted for a maximum of one year of the required (A) experience.*

IV. A diploma for completion of a two-year, full-time, or equivalent part-time, program in a recognized, non-degree granting business or secretarial school above the high school level may be substituted for a maximum of two years of the required (A) experience.*

*Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

NOTE: Educational substitutions will only be permitted for a maximum of two years of the required (A) experience. No substitutions will be permitted for the required (B) experience.

ADDITIONAL REQUIRED QUALIFICATIONS:

• Three years of progressively responsible administrative or student services experience.
• Excellent customer service, communication, and organizational skills.
• Experience with Microsoft Office and database or student information systems.
• Ability to manage multiple priorities while maintaining accuracy and confidentiality.

PREFERRED QUALIFICATIONS:

• Experience with Ellucian Banner or similar student information system.
• Experience in Financial Aid, Admissions, Registrar, or Enrollment Management.
• Experience using CRM or electronic workflow systems.
• Knowledge of FERPA and student confidentiality requirements.
• Ability to explain institutional policies and procedures.
• Ability to develop, revise, document, and implement work procedures with supervisor approval and in cooperation with other units.
• Strong interpersonal, organizational, and problem-solving skills.
• Ability to work collaboratively across departments.
• Commitment to equitable, student-centered service.

Additional Information:

Bristol Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran or military status, genetic information, gender identity, or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and college policies. The College prohibits sexual harassment, including sexual violence. Inquiries or complaints concerning discrimination, harassment, retaliation, or sexual violence shall be referred to the College's Title IX and Affiliation Officer, Johanna Bielawski at [e-mail] or 774.357.2681; the Massachusetts Commission Against Discrimination; the Equal Employment Opportunities Commission or the United States Department of Education's Office for Civil Right.