Student Support Professional

Henry Ford College; Dearborn (MI); On-site; USD 32,000 - 46,000; Full time

Job summary

Henry Ford College seeks a Student Support Professional to join the Enrollment Services One Stop team. You will provide front-line enrollment assistance face-to-face, by phone, or via chat or Zoom, answering questions and guiding students through admissions, orientation, registration, and related services.

The role requires strong communication, accuracy, and professionalism; cross-trained to handle Admissions, Course Placement, Student Records, Billing, Financial Aid and Registration; the

Qualifications

• An associate degree from a regionally accredited institution or a combination of college-level education plus experience may be considered.
• At least two years of related work experience in a post-secondary enrollment services or student affairs office is required.
• Experience interpreting and explaining school/office policies and procedures.
• Experience working with an integrated administrative computer software system.
• Minimum of two years of customer service experience.
• Live writing sample may be required.

Responsibilities

• Provide front-line enrollment service either face-to-face, on the phone, or electronically via chat or other electronic means such as Zoom or Microsoft Teams.
• Answer student questions while teaching students how to use self-service tools and assisting students with all enrollment services needs in one place.
• Assist and counsel students with enrollment transactions including admissions, orientation, assessment, registration, records, financial aid, and student account-related matters.
• Communicate necessary information and follow up to bring closure to unresolved student matters.
• Maintain professionalism and accuracy in handling documents and information.

Skills

Oral communication

Written communication

Decision making

Dependability

Reasoning

Technology awareness

Interpersonal skills

Customer service

Education

Associate degree or equivalent

Tools

Word processing software

Ellucian Colleague

Job description

HFC presents an opportunity for a Student Support Professional.

The Student Support Professional (SSP) is an essential part of the Enrollment Services One Stop team that serves all prospective and current students and graduates of HFC, offering personalized help on various personalized help on a variety of topics in one convenient location.

The Enrollment Services One Stop, housed in the Welcome Center, is an innovative enrollment services operation, one of the first one-stop service centers among community colleges. Our cross-trained staff offers a comprehensive one-stop enrollment service to students. The Student Support Professional(s) are cross-trained to represent multiple enrollment-related offices and can answer and problem-solve all enrollment-related topics. The environment incorporates self-service options, as well as teaching and learning opportunities for students.

Student Support Professionals answer student questions while teaching students how to use self-service tools and assisting students with all enrollment services needs in one place, allowing students to avoid visiting multiple offices. For more complex issues, staff has direct access to other staff members with specialized expertise who can help. Student Support Professionals are cross-trained experts in the following areas at a minimum:

• Admissions

• Course Placement

• Student Records

• Billing

• Financial Aid

• Registration

The Student Support Professional is responsible for providing the front-line enrollment service either face-to-face, on the phone, or electronically via chat or other electronic means such as Zoom or Microsoft Teams. It is expected that the Student Support Professional can answer 90% of the enrollment services questions presented to them. The remaining 10% are expected to be handled by the Enrollment Services support team members. It is expected that the Student Support Professional answers questions, interact with students and colleagues, inputs data, and handles all documents and information with professionalism and accuracy.

Individuals in this role will communicate all necessary information and assist and counsel students with enrollment transactions, including but not limited to admissions, orientation, assessment, registration, records, financial aid, and student account-related matters. This individual will be a key individual that faculty, staff, and students will seek guidance on enrollment service matters. Student Support Professionals are expected to provide on-the-spot services in real time and follow up as needed to bring closure to any unresolved student matters.

This position requires substantial face-to-face student service and dynamic interactions with students and colleagues. To do so effectively, the Student Support Professional will be moving or standing for a major portion of the workday. Because this is a high visibility student-facing position involving multi-faceted cross-training, it requires a high level of competence, accuracy, and exceptional customer service, and the Student Support Professional will be continually assessed with respect to their performance, contributions to the team environment, accuracy, and professionalism.

Schedule:

Tuesday, Wednesday and Friday : 8:00 am -4:30 pm and Monday and Thursday 10:00 am - 6:30 pm. Schedule changes will be determined and finalized with the supervisor at the time of hire and may change based on departmental needs and the College’s operations.

Candidates must demonstrate proficiency in:

• An associate degree from a regionally accredited institution or a combination of college-level education plus experience may be considered.

• At least two years of related work experience in a post-secondary enrollment services or student affairs office is required.

• Experience interpreting and explaining school/office policies and procedures.

• Experience working with an integrated administrative computer software system.

• Minimum of two years of customer service experience.

• Live writing sample may be required.

The most successful candidate will have a career that reflects the following competencies:

• Oral Communication – Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.

  • Strong communications skills (active listening, speaking, and writing)

• Written Communication - Writes in a clear, concise, organized, and convincing manner for the intended audience.

• Decision Making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; causes change.

• Dependability and Reliability - Behaves consistently and predictably; is reliable, responsible and dependable in fulfilling obligations; diligently follows through on commitments and consistently meets deadlines. Demonstrates regular and punctual attendance; rarely is late for meetings or appointments.

• Reasoning - Identifies rules, principles, or relationships that explain facts, data, or other information; analyzes information and makes correct inferences or draws accurate conclusions.

• Technology Awareness - Knowledge of developments and new applications of information technology (hardware, software, telecommunications), emerging technologies and their applications to business processes, and applications and implementation of information systems to meet organizational requirements.

  • Strong computer/technology skills with proficiency in current word-processing software.

  • Ellucian Colleague experience is a plus.

• Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different