Position Summary

Located 45 minutes from the Nation’s Capital, nestled in a history-rich community of southern Maryland, The College of Southern Maryland (CSM) is a two-time Aspen Award-winning institution (top 15% of Community Colleges) with academic programs in over 100 disciplines.

CSM is among America’s top 100 producers of Minority Associate Degrees in twenty categories, according to Diverse Issues in Higher Education.

CSM offers excellent health insurance benefits; State Retirement Pension plan; wellness programs; Code Green early closure Fridays in the summer;

college closure for spring break and several major holidays, including the week between Christmas and New Year; and for several days in March for Spring Break.

We are an innovative institution committed to student success and well known for our flexibility to meet student and community needs.

The Student Engagement Specialist reports to the Student Engagement Manager. The individual in this position is responsible for managing student records, ensuring integrity of the data, upholding policy and law, and completing a multitude of varying duties each day.

The Specialist has contact with prospective, current, and returning customers daily. This position assists students, faculty, staff, and community with answering inquiries and researching and resolving records, registration, and course problems.

Specialist is expected to learn, know, and perform all duties of the office. The position spends approximately 25% of their time working front line at the Hawk Hub.

The specialist will research and resolve problems independently, and provide assistance with various questions and processes relating to admissions, financial assistance, advising, placement tests, registration and records, and other.

The position handles a high volume of paperwork, e-mail, and phone calls, and has constant contact with both internal and external customers.

Specialist is extremely detail-oriented and accurate, and able to problem solve, make knowledgeable decisions, and multi-task frequently and consistently.

The College of Southern Maryland conducts background checks in order to ensure the safety and well-being of the College's staff and students.

The final candidate for this position will be subject to the following background checks : Criminal History Check and Sex Offender Registry Check.

This position is open until filled. The College of Southern Maryland is an Equal Opportunity Employer.

Specific Duties and Responsibilities

Essential Functions :

• Utilize college resources and refers students to appropriate departments and services
• Serve as a key member of the Hawk Hub support staff and works collaboratively with other college personnel to ensure that the information needs of constituents are met.
• Assist Student Engagement and students with Student Planning
• Support special programs designed to support student success
• Assist students with troubleshooting and navigating My learning, Online Services, , Student Planning and the College website.
• Triage students at the LaPlata Campus before sending to an advisor
• Process audit and withdrawal paperwork always ensuring student is counseled on what financial benefits may be affected.
• Scan, image, student record documents using ImageNow software, utilizing quality control measures to ensure documents are linked to the correct student record.
• Locate imaged student records from ImageNow software for other college staff for college related purposes.
• Maintain database integrity ensuring correct demographic data and academic record accuracy.
• Problem solve and resolve online services registration issues for students, faculty, and staff for both credit and continuing education students and / or direct the customer to appropriate place to get resolution if needed.
• Provide basic credit student resources with catalog navigation and program and course selection.
• Provide continuing education program course advising.
• Distribute student ID numbers and usernames for and assist in resolving any log-in issues.
• Instructs students in use of online services for registration, transcript or enrollment verification requests, course wait listing, paying for classes, checking for documents received / needed for financial aid or veteran’s benefits, etc.
• Process continuing education and credit registrations including those with special overrides based on department approvals.

late registration, pre-requisites, capacity overrides, etc.

• Provide outstanding customer service and accurate data to all internal and external customers at the Information Center.
• Process Official and unofficial transcripts to credit and non-credit students
• Process Enrollment Verifications for credit and non-credit students.
• Assist prospective students with admissions, testing, and registration procedures and steps to get started.
• Enter Student Release and Demographic Change forms data accurately into Colleague.
• Provide assistance to community visitors for location of meetings and offices on campus. Utilize college’s calendar, Scheduling’s listing of events, or by contacting Scheduling when needed.
• Assist registration staff from all campuses with registration problems and inquiries.
• Must maintain discretion, tact and professionalism at all times despite frequent stressful circumstances.
• Initiate facility and computer work orders as needed for office and lobby computers.
• Assists in training co-workers on procedures and use of Colleague.
• Serve as an internal recruiter and a first-point contact for prospective students at express counter by assisting and responding to students who express an interest in the college.
• Navigate appropriate questions to determine each individual’s path to getting started at the college (New student? Transfer student? Con ed? Credit?)
• Provide prospective students with accurate information in all of the areas of enrollment management as appropriate (admissions, advisement / career services, testing, financial and bursar services).
• Advise students on admissions process (steps to apply, test, get advising, register, where to send transcripts, etc.), and provide admissions application assistance to students in the AD lobby.
• Process demographic and residency changes to include name, address, residency, phone, and e-mail updates. Collects paperwork for Admissions as needed for these changes.
• Represent the college at recruitment events when needed
• Answer phones in the call center when needed to assist students with making appointment with advisors and Student Engagement Managers.
• Manage calendars to schedule appointments for advisors and Student Engagement Managers at the Welcome Desk.
• Process transcript requests and enrollment verifications received.
• Review transcripts as needed for customer inquired discrepancies.
• Log each processed request into Colleague when completed.
• Enter and send transcripts to other colleges using the electronic transcript website; receive electronic incoming transcript from colleges.
• Problem-solve, research, and resolve problems with course sections which may prevent registration. Report unresolved problems to assistant registrar or registrar if needed.
• Manage personal e-mail account
• Restock forms and supplies at the Hawk Hub as needed.
• Continue to improve skills by attending trainings and conferences every year.
• Properly secure all records / documents before leaving the office protecting any personal customer information from being compromised.
• Maintain clean organized work space.
• Assists with organizing, filing, and storing files.
• Enter and update student information in Colleague

Additional Duties :

Performs other related work as required

Minimum Education and Training

• High School diploma or equivalent required.
• Demonstrated proficiency in Microsoft office suite required
• Experience working with detailed and confidential information.
• Minimum of two years of experience working in an office environment.
• Minimum of one year of experience working customer service with front-line customers.

Minimum Qualifications and Standards Required

Knowledge, Skills and Abilities :

• Superior interpersonal skills required dealing with the general public, outside agencies and peers in a dynamic environment
• Excellent communication skills; written and oral
• Proficient / accurate data entry skill
• Ability to work independently
• Ability to work with professional integrity and discretion
• Ability to organize and prioritize extensive workload daily

PREFERRED QUALIFICATIONS AND STANDARDS

• Associate degree in relevant field
• Experience in an academic setting

Physical Requirements :

The work is sedentary work which requires exerting up to 10 pounds of force occasionally and / or negligible amount of force frequently or constantly.

Last updated : 2024-05-21