Customer Care Assistant

New Jersey Institute of Technology; Newark (NJ); On-site; USD 35,000 - 48,000; Full time

Job summary

New Jersey Institute of Technology in Newark, NJ invites applications for a Customer Care Assistant who supports transfer credit evaluation, updates student records in Banner, and serves as the first point of contact at the Registrar's Office.

You will assist with front desk duties, respond to inquiries by email/phone, manage document uploads, and help coordinate cross-registration with partner institutions, contributing to an organized, responsive student services team.

Qualifications

• Required High School Diploma with at least 2 years in student services.
• Experience using student information systems (Banner) highly preferred.
• Proficiency with Microsoft Office and data handling.

Responsibilities

• Process transfer credits and update student records in the registrar system.
• Provide front desk information and respond to inquiries via phone, email, and in person.
• Coordinate document uploads and support transfer events as needed.
• Assist with cross-registration processes with partner institutions.

Skills

Microsoft Office Suite

Student Information System

Data entry

Education

High School Diploma

2 years higher education student services experience

Bachelor's degree (preferred)

Tools

Banner

Job description

Title: Customer Care Assistant Reports To: University Registrar

Position Summary

As a core member of the student service team, under the daily supervision of the Assistant Director of Student Support, the Customer Care Assistant assists in the transfer credit evaluation process. Responsibilities include post transfer credits, maintain transfer information within University's database and website, and credit evaluation work flow. Customer Care Assistant is also expected to serve as the first point of contact for constituents of the Registrar's Office and to also staff the front desk as needed.

Essential Functions

Transfer Credit Processing

• Work within the Registrar's area updating student records across all levels, processing requests from both inside and outside of the office;
• Follow-up with students to obtain final transcripts;
• Assist with transfer credit evaluation in a timely, accurate and consistent manner;
• Maintain credit evaluation workflow and communicate progress with admitted students;
• Coordinate document uploads that support tracking the process (approval forms, transcripts, etc.).
• Assist at transfer events at other institutions along with the Assistant Registrar
• Maintain awareness of changes of course transferability
• Respond to emails and phone calls regarding transfer evaluation

Front Desk/Customer Service

• Serve in the Front Desk and provide information, assistance and referrals to students, alumni, parents, staff members, and the public by responding to telephone, in-person, and e-mail inquiries for the Office of the Registrar.
• Access the student database, websites and hard-copy documentation to provide accurate, thorough, and timely responses to telephone, e-mail and in-person inquiries.
• Maintain knowledge of NJIT's policies, procedures, structure, deadlines, and events to provide timely information and appropriate referrals.
• Maintain the integrity and security of student and alumni information in electronic and hard copy formats.
• Contribute to excellent and appropriately-timed services for all students by collaborating with Student Services and other university staff to facilitate seamless student experiences.
• Assist with office processing.

Processing

• Work within the registrar's area updating student records across all levels, processing requests from inside and outside offices;
• Access, retrieve, and update student records in databases such as Banner and other digital document management systems;
• Post data to the appropriate system of record storage;
• Assist in processing data cleanup;
• Scan and file documentation
• Process cross-registration with Rutgers -Newark, Essex CC, and RBHS.

Additional Functions

• Provide support for all student record functions in Banner.
• Provide processing support to the Registrar and other Professional/Administrative staff members to complete tasks needed to enable the office meet its objectives during peak workload periods, staff absences, and meeting deadlines.
• Additional responsibilities as assigned by the Assistant Director of Student Support or senior staff.

Pre-requisite Qualifications

• High School Diploma
• Minimum of 2 years of higher education student services experince
• Functional or operational experience using student information system(s).
• Working knowledge of Microsoft Office Suite.

Department

University Registrar

Preferred Qualifications

• Bachelor's degree from an accredited institution or an equivalent combination of education and experience
• Experience at a four-year public urban university with an ethnically diverse student body.
• Direct experience with the Ellucian Banner Student Information System.

At the university's discretion, the education and experience prerequisites may be exempted where the candidate can demonstrate to the satisfaction of the university an equivalent combination of education and experience specifically preparing the candidate for success in the position.

Union

Office & Professional Employee International Union (OPEIU)

Range

OPEIU -13

Compensation

$35,315.00 - $47,972.52

NJIT considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, or other items. To learn more about the comprehensive benefits NJIT offers for this position, please visit our benefits page: https://hr.njit.edu/health-benefits.

FLSA

Non-Exempt

Time Type

Full time

Pay Rate

Salary

Additional Information

As an EEO employer NJIT is committed to building a diverse and inclusive teaching, research, and working environment and strongly encourages applications from individuals with disabilities, minorities, veterans, and women.

Employment at NJIT is subject to the provisions of New Jersey First Act which mandates new employees, who are not NJ residents, to establish primary residence in New Jersey within one year of their appointment to certain positions. The law does not apply to any individual employed at NJIT on a temporary or per semester basis as a visiting or adjunct professor, teacher, lecturer, researcher or administrator. For more information on the act please click here.

If special accommodations are needed in applying for a position, please visit the Department of Human Resources located in Fenster Hall, 5th Floor, University Heights, Newark, NJ 07102 or call [phone]. If you have questions, please email the Human Resources Department at [e-mail].

Information regarding NJIT campus security, personal safety, and fire safety including topics such as, disciplinary procedures, crime prevention, NJIT Police law enforcement authority, crime reporting policies, and crime statistics for the most recent three year period is available on the NJIT Department of Public Safety here.

NJIT is an E-Verify employer and uses E-Verify to confirm work authorization of each new hire.