Student Central Virtual Services Representative

Community College of Baltimore County; Baltimore (MD); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health benefits

Dental & Vision

Retirement plans

Tuition assistance

Paid leave

Job summary

Community College of Baltimore County is seeking an enrollment specialist to provide friendly frontline support via phone, chat, text, and email for CCBC students and staff. You will navigate Banner SIS and Element451 CRM to answer questions, process enrollment docs, and guide applicants through admissions and financial aid.

Responsibilities include handling high call volumes, optimizing service flow, and coordinating with multiple college departments to ensure accurate records and timely

Qualifications

• Associates degree or 60 transferable credits with two years of service experience.
• High school diploma/GED with four years of service experience required.
• Experience in high-volume customer support via telephone is required.
• Proficiency with student information systems, CRM tools, and knowledge bases.
• Familiarity with Microsoft Office; strong technical aptitude across platforms.

Responsibilities

• Provide virtual services through phone, chat, text and email to CCBC students, faculty, and staff.
• Facilitate high call volume and update student information in systems.
• Assist prospective students with admissions and enrollment questions.
• Guide new admits through the enrollment process and schedule follow-ups.
• Ensure data accuracy in Banner SIS and Element451 CRM; manage records.
• Explain financial aid basics and assist with FAFSA applications.
• Collaborate with Instruction, Academic Affairs, Student Finance, and Enrollment Services.

Skills

Customer service

CRM tools

Queue management

Knowledge base platforms

Microsoft Office

Technical aptitude

Bilingual

Education

Associate degree / 60 transferable credits

High School diploma / GED

Bachelor’s degree preferred

Tools

Banner SIS

Element451 CRM

Queue management systems

TDX knowledge base

Job description

Class Description

The purpose of this class is to provide friendly, courteous, andpatient frontline call center chat and text services includingsupport to students and the college community. Providescomprehensive support across various campus services, utilizingtechnical platforms such as Banner SIS, Element451 CRM, queuemanagement systems, and the TDX knowledge base to enhance servicedelivery, including but not limited to admissions, financial aid,registration, and student accounts. This role focuses on deliveringexceptional customer service and creating a seamless experience forstudents navigating essential and other college-related services.This position works with prospective, admitted, and currentstudents to provide detailed information about and help with allstudent services processes from admission through enrollment andapplying for graduation, ensuring a seamless andcustomer-service-oriented experience.

Minimum Requirements

Associates degree or 60 transferable college credits with two (2)years of experience, or High School diploma/GED with four (4) yearsof experience working with students or customers in aservice-oriented environment required. Experience providingcustomer support in a high-volume telephone-based environment isrequired. Candidates must possess excellent customer service skillswith the ability to respond to inquiries efficiently,professionally, and courteously.

Proficiency in using student or organizational information systemsfor accessing and updating student records, customer relationshipmanagement (CRM) tools for tracking student engagement andoutreach, queue management systems for managing student serviceflow, and knowledge base platforms for providing accurate andtimely information to students. Familiarity with Microsoft Office(Word, Excel, PowerPoint, Teams, OneDrive) preferred. Strongtechnical aptitude with the ability to navigate multiple digitalplatforms, interpret data, and troubleshoot common system issues.Bachelor’s degree preferred. Bilingual skills preferred.

Class Specific Essential Duties

When speaking with students, faculty, staff, business partners andreferring agencies/organizations, by phone, in person or email, theenrollment specialist must:

1. Assist and provide information, daily to students, faculty,administrators and the college community by email, and primarily onthe telephone.
2. Provide day to day processing of enrollment relatedpaperwork.
3. Resolve and troubleshoot problems in daily processing ofservice requests related to areas including enrollment, courseselection and refunds.
4. Process, prepare and validate student documents relating to allaspects of the enrollment process.
5. Process mail and handle inquiries from internal and externalsources to facilitate efficient office operations.
6. Audit and/or verify student records. Research and resolvediscrepancies.
7. Facilitation of efficient process and data management ofstudent enrollment records.
8. Serve as essential staff for the College Community to ensurebusiness continuity.

Position Specific Essential Duties

1. Provide virtual services through phone, chat, text and emailsupport for all CCBC students, faculty, and staff utilizingin-depth knowledge of admissions, bursars, registrar, and financialaid to provide accurate information and support.
2. Facilitate simultaneous high call volume and studentinformation updates.
3. Assist prospective students with their admission applicationand resolving questions related to admissions, and their journeywith CCBC.
4. Guide new admits through the enrollment process.
5. Triage student questions to ensure advising appointments areonly scheduled when necessary, utilizing an appointment system suchas SARS Anywhere, Element451 CRM, or another queuing system.Resolve questions quickly when possible, and assign the appropriateadvisor for appointments when needed. Ensure students are connectedwith their assigned academic advisor and schedule follow-upappointments as necessary.
6. Ensure student’s records are accurate within Banner SIS andElement 451 CRM and assisting them with updating their records asneeded.
7. Utilize the student information system, Banner, to analyze andclarify student accounts, financial aid packages, and paymentoptions, ensuring students receive clear and actionable informationto complete their financial aid processes and accept awards.
8. Educate students about the benefits and requirements forfederal and state financial aid and helping them apply for aid viathe FAFSA.
9. Utilize Banner SIS for student registration by assistingstudents with course selection, registration processes, andensuring accurate enrollment data. Use Banner Xtender to scan,index, and manage student records, ensuring all documents areproperly filed and easily accessible for future reference, whilemaintaining data integrity and confidentiality.
10. Solve problems that the student has related to enrollment,payment, retention, and graduation processes.
11. Navigate confidential student information across multiplesystems, ensuring compliance with relevant regulations and privacystandards.
12. Collaborate effectively with colleagues in Instruction, Student& Academic Affairs, Student Finance, and Enrollment Services,facilitating smooth interactions between students and otherdepartments to enhance service delivery.
13. Document interactions with students accurately and thoroughlyin Element451 CRM, tracking and maintaining records of inquiries,responses, and any follow-up actions taken.
14. Escalate queries and concerns as necessary to ensure timelyresolution and effective support for students.
15. Participate in software, process, and skill training andprofessional development. This includes, but is not limited tolocal, state, and federal compliance regulations. Attend, andoccasionally lead, job specific workshops, conferences, trainings,and other professional development opportunities.
16. Ensure service delivery standards are met as set by QualityAssurance & Intake Management.
17. Provide technical support to students to facilitate accountrecovery.

CCBC Full Time Benefits At A Glance

BENEFIT SUMMARY Health and Medical

• CIGNA
  • Cigna Open Access Plus (OAP)
  • Cigna Open Access Plus In Network (OAPIN)
• Kaiser

Prescription Drug Benefits:

• For CIGNA Plans - included in Cigna Plan Medical Premiums
• Kaiser - included in Kaiser Medical Premium

Mental Health

Emotional, drug/alcohol abuse treatment, both inpatient andoutpatient, provided when pre-approved. Premium included in medicalcare plan.

Dental Benefits

• CareFirst Blue Cross/Blue Shield Regional Traditional
• CareFirst Blue Cross/Blue Shield Regional Preferred

Vision Benefits

• NVA

Flexible Spending Accounts

• Benefit Strategies Health Spending Account $2,600
• Benefit Strategies Dependent Care (children under 13 and eldercare) $5,000

Financial

Term Life Insurance: MetLife

• Employee Basic Life Insurance is 1 times your salary with aminimum of $50,000 (90/10)
• Employee Supplemental Life Insurance is available in multiplesof $10,000 with a maximum of $200,000. Supplemental Term LifeInsurance is available for spouse (increments of $10,000 to amaximum of 50% of employee combined basic and supplemental amount)and dependents ($10,000). Supplemental Term Life Insurance is 100%employee paid.

Permanent Whole Life Insurance: Unum

• Permanent Whole Life Insurance with Optional Long Term Carerider available through Unum. Available to full-time employees,part-time associates, and adjunct faculty.
• Spouse and dependent coverage available. Permanent Whole LifeInsurance accrues cash value, premiums will not increase, andcoverage will not decrease. Permanent Whole Life Insurance is 100%employee paid.

Accidental Death & Dismemberment: The Hartford

Individual or Family Coverage. Employee pays a rate in multiples of$10,000 to a maximum of $300,000.

Long-Term Disability

Plan pays 60% of gross monthly salary after 90 consecutive days ofabsence. Employee pays 100% of premium.

Retirement Plans

• Maryland State Teacher’s Pension System (7% contributory)
• Optional Retirement Plan (non-contributory)
• Baltimore County Employees’ Retirement System (7%contributory)

Supplemental (Retirement Annuities) 403(b) and 457(b)

• Tax-sheltered annuities – 403(b). Payroll salary reductionauthorization is needed. The form is available on SharePointForms/Human Resources Forms.
  The 403(b) supplemental retirement plan is available to all CCBCemployees (Adjunct Faculty, Part Time Associates and Full Timeemployees).
• Roth 403(b) is a savings feature that is available when youopen a 403(b) account. The Roth 403(b) savings feature allowsemployees to contribute after-tax dollars and then withdrawtax-free dollars from their account upon retirement. The Roth403(b) savings feature is only offered by the following vendors:TIAA-CREF and VOYA Financial Advisors, Inc. Adjunct Faculty, PartTime Associates and Full Time employees are eligible to save forretirement using the Roth 403(b) savings feature. Employees maycontribute traditional pre-tax 403(b) dollars and Roth 403(b)post-tax dollars simultaneously. The savings limits are combinedfor the Traditional 403(b) and the Roth 403(b) contributions.
• Deferred Compensation Plan — 457(b) offered through VOYAFinancial Advisors, Inc. The 457(b) salary reduction authorizationform is needed. The form is available on SharePoint Forms/HumanResources Forms.

Legal Services

Legal Resources is a pre-paid legal voluntary benefit for advice,consultation and representation for commonly used legalservices.

Credit Union

First Financial Federal Credit Union membership available toemployees.

Direct Deposit

It's convenient, safe, reliable and saves time. No waiting for yourcheck on payday. The money is already in your account, whether youare at work or on vacation. Mandatory payroll direct deposit allowsemployees the control and flexibility of directing their pay todifferent accounts at any bank, in any location.Work andFamily

Employee Assistance Program (EAP): Cigna Behavioral

Free personal advocates assisting you and any household member toresolve any issues.

Paid Leave Benefits

Academic, Bereavement, Sick and Safe Leave, Jury Duty, ReligiousHolidays, Military Leave, Sabbatical, Personal, Vacation, andHolidays.

Tuition Assistance

Eligible full-time employees may qualify for waiver orreimbursement programs. Spouses and legal dependents up to age 22are eligible for reimbursement with proof of successful completionand a C or better grade. Employee’s eligible for Tuition Assistancebecome eligible for the external Tuition reimbursement program thefirst semester after one calendar year of employment. Eligibilityfor waiver or reimbursement for CCBC courses begins after thecompletion of a 90 day probation for public safety and classifiedemployees.

Academic Cash Award

Classified employees are eligible for a lump sum award of $500 forcompletion of an unduplicated college degree.

McDaniel College’s Educator’s Legacy ScholarshipProgram

CCBC is proud to offer an exciting new benefit to allbenefits-eligible employees! Read more » McDaniel College hasextended its Educator’s Legacy Scholarship (ELS) program to CCBCbenefits-eligible employees. CCBC is among the inaugural communitycollege partners.

Children of ANY current full-time benefits-eligible CCBCemployee with at least four years of continuous full-timeemployment are eligible to receive a scholarship valued at up to$100,000 over four (4) years.

The scholarship will first take effect in the fall semester. TheCCBC Employee Benefits Team will provide verification ofemployment. Excellent teaching is McDaniel College's priority andits legacy. The College's expert faculty-mentors empower studentsto achieve their personal best, and many graduates go on to becometop K-12 educators.

Mandated Federal Benefits

Workers’ Compensation, Unemployment Insurance, SocialSecurity.

For Your Convenience

• ATM machines are available at each of the main campuses
• Check cashing with appropriate ID
• Free Parking
• Access to weight lifting facilities, swimming pool andlibrary