Enrollment Services One Stop Specialist

The Enrollment Services Specialist assists students through multiple stages of the enrollment process by answering questions, providing guidance, reviewing documentation, making residency determinations, resolving issues, supporting operational processes, and connecting students to appropriate college resources. This position is responsible for maintaining a welcoming and efficient environment while supporting the college’s enrollment, retention, persistence, and student success goals.

• Provide excellent customer service to current and prospective students, parents, employees, and visitors in person, by phone, by email, and through other communication platforms.
• Serve as a first point of contact for Enrollment Services and assist students with general questions and processes related to:
• Admissions
• Records
• Financial Aid
• Residency classification and residency application processes
• Enrollment verification
• Student forms and documentation
• Account and enrollment processes
• General college navigation and referrals
• Assess student and visitor needs and provide accurate information, guidance, referrals, and problem resolution in a professional and student-centered manner.
• Maintain an ongoing understanding of admissions, records, financial aid, residency, FERPA, TBR, and institutional policies, procedures, and regulations.
• Review, evaluate, and determine student residency classifications and residency applications in accordance with institutional, TBR, and state regulations; analyze supporting documentation for completeness and compliance, communicate with students regarding residency requirements or deficiencies, maintain accurate residency records, and exercise sound judgment in making residency determinations and resolving residency-related issues.
• Assist students with completion and submission of enrollment-related forms and documentation.
• Support front-line processing functions related to admissions, records, financial aid, residency, and enrollment operations as assigned.
• Manage incoming and outgoing communications, including:
• Telephone calls
• Email correspondence
• Postal and intercampus mail
• Student notifications
• General Enrollment Services inquiries
• Assist with monitoring and responding to shared Enrollment Services email accounts and communication systems.
• Maintain reception, lobby, and service areas to ensure a welcoming, organized, and student-friendly environment.
• Maintain and organize enrollment materials, forms, publications, office supplies, and informational resources.
• Assist with data entry, scanning, indexing, filing, imaging, and maintenance of student records and documents.
• Maintain statistics, visitor counts, service metrics, and operational reports as assigned.
• Efficiently operate Banner and other college systems, including Microsoft Office applications, imaging systems, CRM tools (SLATE), and enrollment technologies.
• Support operational activities that contribute to enrollment, persistence, retention, and student success initiatives.
• Maintain confidentiality and security of student records and sensitive information in accordance with FERPA and institutional policies.
• Assist with special enrollment periods, registration activities, orientations, outreach events, and other enrollment-related initiatives as assigned.

• Work collaboratively with Enrollment Services staff and other college departments to support student success and operational efficiency.
• Support cross-functional Enrollment Services operations during peak processing periods.
• Assist with special projects, operational initiatives, and workflow improvements as assigned.
• Handle multiple priorities simultaneously in a fast-paced environment.
• Maintain accurate electronic and paper files as needed.
• Perform other job-related duties as assigned.

Required:

• High School diploma or equivalent
• Computer proficiency using Microsoft Office and related software applications required.

Preferred:

• Associate degree in business, office administration, student services, or related field
• Previous customer service, office, records processing, or student services experience preferred.
• Experience working in higher education, enrollment services, admissions, records, financial aid, residency classification, or student services preferred.
• Experience using Banner or similar student information systems preferred.
• Experience working in a fast-paced customer service environment preferred.

• Ability to communicate effectively, professionally, and accurately both verbally and in writing.
• Ability to provide excellent customer service and maintain positive working relationships with diverse populations.
• Ability to maintain confidentiality of records and sensitive information.
• Ability to efficiently operate personal computers, Microsoft Office applications, Banner, CRM systems, and other enrollment technologies.
• Ability to multitask and work effectively in a fast-paced student services environment.
• Strong organizational skills and attention to detail.
• Ability to analyze documentation and exercise sound judgment in making residency and enrollment-related determinations.
• Ability to learn, interpret, and apply federal, state, TBR, institutional, FERPA, and residency regulations and policies.
• Ability to exercise sound judgment and problem-solving skills.
• Ability to work independently and collaboratively as part of a team.

• Flexible work hours; overtime may be required during peak enrollment periods.
• Normal sitting, standing, and movement in an office environment.
• Frequent use of computers and enrollment technology systems.
• Ability to lift up to approximately 40 pounds and occasionally bend or stoop.
• Travel to campuses and other locations within the college service area for meetings and job-related activities may be required.

As Tennessee’s first community college (established in 1966), Columbia State is committed to student success both in and out of the classroom, as well as economic and community development in our nine-county service area. Columbia State is a member of the Tennessee Board of Regents.  

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