What You’ll Do

1. Accurately and timely process a high volume of student records transactions, including but not limited to student attendance, grades, classroom access, letters, transcripts, classroom records and requests made in accordance with FERPA.

2. Investigate, respond to and resolve faculty and student issues/inquiries in accordance with University policies and procedures; work collaboratively with colleagues to ensure timely and complete resolution and delivery of high quality customer service.

3. Research requests for policy exceptions; recommend appropriate resolution, prepare documentation and take action to obtain all necessary reviews and approval to successfully resolve situations; advise faculty and internal staff about established University policies and procedures to ensure compliance with federal and state laws, and other governing bodies.

4. Ensure timely and accurate processing of all transactions and inquiries, maintaining appropriate workflow with effective prioritization, problem-solving, knowledge transfer and high-quality customer service.

5. Maintain current knowledge of all applicable University academic policies and procedures to ensure consistent application of policy requirements and guidelines in various University databases that maintain student records; maintain confidentiality of all information at all times.

6. Perform other duties as assigned or apparent.

NOTE: The primary accountabilities above are intended to describe the general content and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed above. Specific goals or responsibilities will be documented in the incumbents’ performance objectives as outlined by the incumbents’ immediate supervisor or manager.

Supervisory Responsibilities: None

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES (List required education and in what area of study and previous work experience, including minimum number of years and type of experience):

• High School Diploma or GED
• One (1) year of experience in a high volume processing environment

PREFERRED KNOWLEDGE, SKILLS AND ABILITIES (List additional preferred education, work experience, knowledge, skills and abilities):

• Bachelor’s Degree
• High level of problem-solving, critical thinking and decision-making ability to research, investigate, respond to and resolve issues in accordance with established policies and procedures
• Strong written and oral communication skills, as well as strong interpersonal skills, to effectively interact with students, faculty and internal staff
• Strong attention to detail to handle many different, complex and critical processes
• Able to maintain a high degree of confidentiality
• Working knowledge of software applications to perform electronic communication, word processing, spreadsheet activities and electronic workflows
• Able to work hours, including weekend hours, that extend beyond a scheduled shift, when necessary to support business needs

Hourly midpoint

Hourly minimum

Manual Hourly Midpoint

Manual Hourly Minimum