CUSTOMER CARE REPRESENTATIVE
: Job Details :

**Title:**Customer Care Representative

**Department:**Registrar

**Reports To:**University Registrar

**Position Type:**Staff

**Position Summary:**As a core member of the student service team, under the daily supervision of the Assistant Director of Student Support,the Customer Care Assistant assists in the transfer credit evaluation process. Responsibilities include post transfer credits, maintain transfer information within Universitys database and website, and credit evaluation work flow. Customer Care Assistant is also expected to serve as the first point of contact for constituents of the Registrars Office and to also staff the front desk as needed.

**Essential Functions:***Transfer Credit Processing:* * Serve in the Front Desk and provide information, assistance and referrals to students, alumni, parents, staff members, and the public by responding to telephone, in-person, and e-mail inquiries for the Office of the Registrar.

* Access the student database, websites and hard-copy documentation to provide accurate, thorough, and timely responses to telephone, e-mail and in-person inquiries.

* Maintain knowledge of NJITs policies, procedures, structure, deadlines, and events to provide timely information and appropriate referrals.

* Maintain the integrity and security of student and alumni information in electronic and hard copy formats.

* Contribute to excellent and appropriately-timed services for all students by collaborating with Student Services and other university staff to facilitate seamless student experiences.

* Assist with office processing.

* Provide support for all student record functions in Banner.

* Provide processing support to the Registrar and other Professional/Administrative staff members to complete tasks needed to enable the office meet its objectives during peak workload periods, staff absences, and meeting deadlines.

* Additional responsibilities as assigned by the Assistant Director of Student Support or senior staff.

* Work within the Registrars area updating student records across all levels, processing requests from both inside and outside of the office.

* Follow-up with students to obtain final transcripts.

* Assist with transfer credit evaluation in a timely, accurate and consistent manner.

* Maintain credit evaluation workflow and communicate progress with admitted students.

* Coordinate document uploads that support tracking the process (approval forms, transcripts, etc.).

* Assist at transfer events at other institutions along with the Assistant Registrar.

* Maintain awareness of changes of course transferability.

* Respond to emails and phone calls regarding transfer evaluation.

*Front Desk/Customer Service:*

*Processing:*

* Work within the registrars area updating student records across all levels, processing requests from inside and outside offices.

* Access, retrieve, and update student records in databases such as Banner and other digital document management systems.

* Post data to the appropriate system of record storage.

* Assist in processing data cleanup.

* Scan and file documentation.

* Process cross-registration with Rutgers Newark, Essex CC, and RBHS.

**Additional Functions:**

**Prerequisite Qualifications:**

* High School Diploma.

* Minimum of 2 years of higher education student services experience.

* Functional or operational experience using student information systems(s).

* Working knowledge of Microsoft Office suite.

* At the Universitys discretion, the education and experience prerequisites may be exempted, where the candidate can demonstrate to the satisfaction of the university, an equivalent combination of education and experience specifically preparing the candidate for success in the position.

**Preferred Qualifications:**

* Bachelors degree from an accredited institution or an equivalent combination of education and experience.

* Experience at a four-year public urban university with an ethnically diverse student body.

* Direct experience with the Ellucian Banner Student Information System.

**Bargaining Unit:**OPEIU

**Range/Band:**15

**FLSA:**Non-Exempt

Full-Time