Student Services Specialist I

Fort Lewis College

Durango (CO)

On-site

USD 63,370,000 - 71,635,000

Full time

10 days ago

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Job summary

Fort Lewis College in Durango, CO is seeking a Student Service Specialist I to join the Skyhawk Station frontline. You will handle front-window inquiries, assist with enrollment, financial aid, and student billing, and guide students through policy and procedure changes with empathy and accuracy.

You will process forms, respond to questions via in-person, email, phone, and web channels, and support cross-training across offices to deliver timely service during peak times and events.

Qualifications

Four (4) years of relevant experience in enrollment management related to the work assigned to this position.
A combination of related education and/or relevant experience in enrollment management related to the work assigned equal to four years.
Experience in enrollment management in higher education is preferred.

Responsibilities

Front Window 50%: greet and resolve basic requests within five minutes, escalate when needed.
Respond to student inquiries in person, by email, and by phone across multiple offices.
Forms Processing 20%: handle enrollment verifications, degree audits, and related documents.
Outreach & Special Projects 5%: conduct outreach on holds and unpaid bills; participate in peak-time events.

Skills

Customer service

Analytical & problem solving

Independent and team work

Critical thinking

Communication

Education

Four years of related experience

Combination of education/experience equal to four years

Tools

Workday

Office 365

Job description

Pay Rate:

22.40 USD

Position Summary:

This job will be posted through 11:59 p.m. on 8/31/2026. Thestarting pay rate for the Student Service Specialist I is $22.40 anhour.

MINIMUM QUALIFICATIONS:

Experience Only:

Four (4) years of relevant experience in enrollment managementrelated to the work assigned to this position

Education and Experience:

A combination of related education and/or relevant experience in enrollment management related to the work assigned equal to four(4) years

PREFERRED QUALIFICATIONS

Enrollment management experience in higher education
Experience utilizing Workday
Experience working in higher education
Experience working with diverse student population

REQUIRED COMPETENCIES

Working knowledge of Office 365
Customer service experience
Analytical & problem solving skills
Ability to work independently and as part of a team
Critical thinking skills

CONDITIONS OF EMPLOYMENT

A final job offer is contingent upon the satisfactory completion of a criminal background check as a condition of employment. All background checks will be conducted in accordance with Fort Lewis College policy.

Job Description:

The unit is the customer service hub for theRegistrar’s Office, Financial Aid Office, the Cashiering andBilling Office, Skycard Office, and the Advising Office. TheSkyhawk Station works with enrollment service units to provideseamless service from a student-centered perspective in afast-paced environment throughout the student life cycle andbeyond. The goal of the office is to remove barriers, so studentscan quickly and easily access the information and services theyneed to support their enrollment and timely graduation.

Student Service Specialist positions with theSkyhawk Stationprovide customer service and support to prospective, current andpast students regarding their student record, account, financialaid, and other student services. Positions on the team also assistfaculty and administration with enrollment management processes. TheSkyhawk Station, as part of a team, is responsible for crosstraining and recording changes in department procedures andaccurately communicating these procedures to students and otherstakeholders.

In addition to having a broad understanding of college policy andpractice across multiple offices, these positions also provideexpertise in serving special populations throughout their collegeexperience. Student Service Specialists in theSkyhawk Station mayserve as the School Certifying Official for Veteran Benefits, theTuition Classification Officer, the Communications and Eventscoordinator for theSkyhawk Station or other specializedresponsibilities.

This position will be responsible for answering questions,facilitating transactions, processing paperwork, and trackingstudent inquiries in the areas of Financial Aid, Registrar,Advising, and Student Billing Services. This position requiresstrong working knowledge of all service areas, with the ability toescalate counseling and in-depth conversations upward to aSpecialist II, Supervisor, or partner office. The Specialist I willmanage inquiries that can be resolved in 5 minutes or less, as wellas process forms, ultimately providing a middle ground of supportbetween the level of service that our student-workers can provideand the level of service that a Specialist II/Supervisor canprovide. The position will provide high quality customer service inperson, via phone, email and other web-based applications. Thisposition goes through an extensive and comprehensive trainingprogram. This training will be ongoing.

This is a covered position under the Colorado Partnership forQuality Jobs & Services Act.

Job Description:

Customer Service for the Front Window 50%

This position is responsible for providing one of the two initial points of contact at the front window of the student services. Position will determine if the initial student request can be answered and resolved quickly and under five minutes such as a parking permit or if further assistance will be needed, such as academic disqualification which requires a soft transfer to the appropriate staff member. Questions at the front will require this position to problem-solve, apply federal laws and Fort Lewis College policy/procedures, communicate with affected parties,and/or refer to other personnel, offices, and/or departments, as needed. Position will be required to stay current on all policy and procedures changes, curriculum changes, and best practices for all of the enrollment management offices. Professional development is required, such as conferences, weekly meetings and trainings with enrollment management offices. Incumbent will be required to work at peak times, special events which may include occasional eveningsand weekends.

Responding to Student In Person, Email, Phone Inquiries &Follow-up 25%

This position is responsible for responding to all in person,email, and phone inquiries regarding withdrawals, add/drop courses, change of academic program, adding/dropping minor or certification,1098T tax forms, billing, financial aid, work-study, loans,financial suspension, FAFSA, purge and course cancellations,academic disqualifications, academic progress, prerequisite error,waitlist, FERPA, and grades. Position will be required to staycurrent on all policy and procedures changes, curriculum changes,and best practices for all of the enrollment management offices. Professional development is required, such as conferences, weeklymeetings and trainings with enrollment management offices. Incumbent will be required to work at peak times, special eventswhich may include occasional evenings and weekends.

Forms Processing 20%

Brief Duty Description: This position will process all forms thatare distributed to Skyhawk Station for completion. This includes,but may not be limited to Enrollment Verifications, AlaskaPermanent Fund Dividends (PFDs), and Degree Audits. This positionwill review the submitted forms for completeness and accuracy; theywill contact students regarding missing information or requiredcorrections. Additionally, the position will assist students withrefund check affidavits and explain basic student refundprocedures. The position will also maintain accurate records andensure timely completion of processing tasks, notifying studentswhen the form process is complete. This position must ensuredelivery of forms to the proper parties, which will requiremaintenance surrounding faxes (ensuring they’re fully sent anddon’t get returned) and monitoring incoming mail to SHS (ensuringprevious mailed forms aren’t sent back to sender).

Outreach & Special Projects 5%

This position will conduct outreach to students regarding holds,missing documentation, and unpaid bills. Special projects may existat peak times of the year or due to policy or procedure changes. Positions will be required to stay current on all policy andprocedures changes, curriculum changes, and best practices for allof the enrollment management offices. Professional development isrequired such as conferences, weekly meetings and trainings withenrollment management offices. Incumbent will be required to workpeak times, special events which may include occasional eveningsand weekends.

APPEAL RIGHTS:

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director. An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be deliveredto the State Personnel Board by email(dpa_state.personnelboard@state.co.us), postmarked in US Mail orhand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203),or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov ; contact the State Personnel Boardfor assistance at (303) 866-3300; or refer to 4 Colorado Code ofRegulations (CCR) 801-1, State Personnel Board Rules and PersonnelDirector's Administrative Procedures, Chapter 8, Resolution ofAppeals and Disputes, at spb.colorado.gov under Rules.

Notice to Prospective Employees:

The Fort Lewis College is required by the Clery Act of 1990 tonotify prospective employees, current employees, students and applicants where to access our Campus Security Report. The report is updated and published annually in accordance with the HigherEducation Amendments of 1998, Federal Student Right-to-Know, the Federal Drug-free Schools and Campuses Act of 1989. This report contains information about:

Fort Lewis College's alcohol and other drug policy
Sexual assault policy
Campus security policies
Campus/community resources
The Colorado Riot Offense Statute restriction on enrollment
Where to find registered sex offender information
Crime statistics for the previous three calendar years
Reporting crimes

The Campus Security Report can be accessed in two ways:

By going to the internet website at: www.fortlewis.edu/AnnualSecurityReport Fort Lewis College Student Affairs Office will also provide a paper copy of the annual security report upon request. You can reach them at (970) 247-7331.

Equal Opportunity

Fort Lewis College does not discriminate on the basis of race, age,color, religion, national origin, sex*, disability, sexualorientation, gender identity, gender expression, family or domesticstatus, political beliefs, veteran status, pregnancy, or geneticinformation. Accordingly, equal opportunity for employment shall beextended to all persons. The College shall promote equalopportunity, equal treatment, and affirmative action efforts toincrease the diversity of students, faculty, and staff. The Collegeis dedicated to building a culturally diverse and pluralisticfaculty and staff committed to teaching and working in amulticultural environment. To file a report, get resources, readpolicies, or make an appointment, See www.fortlewis.edu/CARE.

* Title IX of the Education Amendments of 1972 and Part 106 of the Code of Federal Regulations (CFR) prohibit discrimination on the basis of sex, including in admission and employment. Inquiriesabout the application of Title IX and CFR 106 to Fort Lewis College may be directed to FLC's Title IX Coordinator and/or to the Assistant Secretary for Civil Rights of the Department ofEducation.