Enrollment Services Specialist I

Pellissippi State Community College; Knoxville (TN); Hybrid; USD 35,000 - 43,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Educational Assistance: Fee Waiver

Sick Leave Bank

14 Paid Holidays

Job summary

Pellissippi State Community College in Knoxville seeks an Enrollment Services Specialist I to support students, families, and campus communities in admissions, dual enrollment, registration, financial aid, and advising for non-degree students. You will handle applications, advise on holds, schedule testing and advising appointments, navigate myPellissippi, and process EVEA documents.

Assist with FAFSA and state aid, and guide on policies and events to support recruitment, retention and

Qualifications

• High School Diploma and 5 years of customer service or call center experience (financial aid experience preferred).
• Associate Degree with 3 years of customer service or call center experience (financial aid experience preferred).
• Bachelor Degree with 2 years of customer service or call center experience (financial aid experience preferred).
• Excellent communication, analytical thinking and problem-solving skills.
• Ability to work independently and as part of a team.
• Part-time work experience is calculated at 50% of full-time experience.

Responsibilities

• Serve as the frontline customer service contact for Student Services.
• Assist students/parents with onboarding and enrollment questions, advising on holds, and navigating admissions processes.
• Provide information on enrollment, financial aid, transcripts, payments, testing, and advising across channels.
• Process financial aid documents and assist with FAFSA and state aid applications.
• Educate students and families at recruitment events and respond to inquiries via phone, chat, email.

Skills

Customer service

Communication

Analytical thinking

Problem-solving

Teamwork

Education

High School Diploma

Associate Degree

Bachelor Degree

Tools

myPellissippi

Banner

Argos

BDMS

Gravyty Chatbot

Webex

Job description

Title: Enrollment Services Specialist I

Department: Enrollment Services

Classification: 2-Hybrid mobile (3 days the office)

Pay Rate

$35,340 - $43,090/per year. Pay will be determinedbased on related work experience above required. To be consideredin determining pay, all related work experience must be listed onthe application.

Required Documents Needed to Upload at Time of Application

Resume, transcripts and three professional references.

Reference check requirements

Three (3) professional references, two (2) of which should be former or currentsupervisors and (1) professional reference.

Personal references (friends, clergy, customers, relatives) are notconsidered acceptable references.

A professional reference such as a previous or current co-workermay be used as one of the references.

Position Summary

The purpose of this position is to supportstudents, parents, families, and other campus community members inadmissions, including dual enrollment, registration, financial aid,and advising for non degree seeking students. Key admissionsresponsibilities include, but are not limited to, handlingapplications, advising on holds, scheduling entrance testing andadvising appointments, navigating myPellissippi, and processingEVEA documents. Financial Aid duties encompass, but are not limitedto, assisting with FAFSA and state aid applications, reviewingrequirements (verification), uploading documents, and advising offinancial aid statuses. For current students, this role advises oncontacting professors/administrators, policies, and providinginformation on school and community events. This position aims todeliver exceptional, seamless assistance that supports studentsuccess and institutional goals of recruitment, retention andgraduation.

Essential Functions

70%

Serve as the frontline customer service contact forStudent Services.

• Assist students/parents with all onboarding/enrollmentquestions. Assess student needs and provide direct assistance tostudents in applying to Pellissippi state, enrolling in classes,collecting documents, applying for funding and helping themunderstand the appropriate forms, processes, and procedures for allareas of Enrollment Services.
• Provide individual assistance to students including but notlimited to analyzing and troubleshooting individual needs andassisting with on-line self-service accounts (view/change theirpersonal information, apply for financial aid: FAFSA, state aid andscholarship applications, complete needed requirements).
• Provide information to students, parents, staff, and generalpublic regarding all enrollment and financial aid questions and/orrequirements, including myPellissippi navigation, transcripts,payments, advising, testing, orientation, secure document upload,alerts and general information about the college and events inperson, via telephone, email, US mail, and on-line using extensiveknowledge of FERPA, College policy, State, and FederalRegulations.
• Collect, scan, download and update financial aid documents viavarious 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 increasestudent success and retention.
• Educate student body by assisting at recruitment eventsthroughout the year.
• Participate in scheduled phone and chat shifts and monitorphone queue. Respond to Start Strong emails, including thoseregarding specific financial aid, admissions, records andcashiering questions.
• Deactivate addresses, phone numbers and emails

5%

Function as a critical link or liaison between customersand PSCC by making referrals to student affairs, academicdivisions, counselors, instructional staff and other PSCC staffmembers when needed.

10%

Participate in on-going training/professionaldevelopment in the following areas; admissions, registration,financial aid, cashiering and advising.

10%

Utilize applicable software programs/websites such asbut not limited to: myPellissippi, Banner (INB and SSB), Argos,BDMS, FAST, ETC, Studentaid.gov, TSAC portal, TNReconnect.gov,Gravyty Chatbot, Webex, college CRM, etc…and provide guidance tostudents/parents on how to navigate the applicable websites andassist students with accessing account information including:interpreting registration holds, providing prerequisite overrides,uploading secure documents, and clarifying financial aid andadmissions requirements.

5%

Other duties as assigned to support the Start StrongCenter and fulfill the strategic priorities and mission of theCollege.

Job Requirements

High School Diploma and 5 years of customer service or call centerexperience (financial aid experience preferred).

Associate Degree from an accredited institution and 3 years ofcustomer service or call center experience (financial aidexperience preferred).

Bachelor Degree from an accredited institution and 2 years ofcustomer service or call center experience (financial aidexperience preferred).

Must possess excellent communication, analytical thinking andproblem-solving skills.

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

Part-time work experience is calculated at 50% credit ofull-time work experience.

Preferred Qualifications

Banner experience preferred

Demonstrated strong customer service experience is a plus.

The College reserves the right to assign every employee workthat fulfills the strategic priorities and mission of theCollege.

Skills/Abilities

• Strong work ethic with excellent oral and verbal communicationskills
• Interacting with a large group of diverse students makesinterpersonal skills crucial for this position.
• Must be consistent in giving appropriate answers/guidance tostudents. Required to maintain knowledge of current policies,procedures, and standards to achieve consistency when helpingstudents 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 wellindependently and/or with a team is a must.
• Being proficient in a second language would be helpful, but isnot required
• Able to engage in the college’s mission and values

.

Physical Demands

This position requires that an employee be able to stand and sitfor lengths of 30 minutes or more. Employees must be able to standup 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 ontheirfeet for the duration of their shift (7.5 hours) without much timeto sit between students.

Hazards:

Prolonged computer use, repetitive movements, andextended periods of sitting or standing may cause physicaldiscomfort or fatigue. Frequent interaction with others mayincrease exposure to communicable illnesses.

Full-time Employment Benefits

• Insurance Options: Health, Dental, Vision, Life,Short/Long-term Disability, FSA/HSA
• Wellness Incentive Program, if enrolled in health plan
• Educational Assistance: Fee Waiver, Spouse/Dependent discounts,Audit/Non-Credit, Reimbursement Program
• Employee Assistance Program
• Retirement Options: Tennessee traditional pension plan option(TCRS), 401k with $100 company match, 457, 403b
• Employee Discount program with over 900+ companies
• 14 Paid Holidays/Year Includes paid days off the last week ofDecember
• Sick Leave Bank
• Longevity Pay
• Many opportunities for professional development

Special Instructions to Applicants

To be considered for aposition at Pellissippi State, you must create an on-lineapplication. Your skills, abilities, qualifications, and years ofexperience will be evaluated using only what is recorded on yourapplication. Work experience that is not listed on theapplication will not be considered towards compensation. Pleasenote: attaching a resume does not substitute for completion of theapplication form. Part-time work experience is calculated at 50% offull-time experience. Please note: to scan, upload, or attachdocuments, a computer and scanner are available at the HardinValley Campus Educational Resources Center, if needed.

Pellissippi State Community College does not discriminate on thebasis of race, color, religion, creed, ethnicity or nationalorigin, sex, sexual orientation, gender identity/expression,pregnancy, disability, age (40+), status as a protected veteran,genetic information, or any other class protected by Federal orState laws and regulations and by Tennessee Board of Regentspolicies concerning all employment and education programs andactivities. View the nondiscriminationpolicy . For questions or concerns, please contact GeorgeUnderwood at [e-mail] or 865-539-7354.

Pellissippi State Community College participates in the E-Verifyprogram, a free, web-based system that electronically confirms theidentity and employment eligibility of new hires. By usingE-Verify, we ensure compliance with federal employment eligibilityverification requirements and help maintain a legal workforce. Formore information, visit the official E-Verify website Home | E-Verify.

If you have any problems or questions please contact HumanResources at Pellissippi State Community College’s Human ResourceOffice at 865-694-6607 or by email at [e-mail] .

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