Student Services Specialist (Admissions Coordinator) (pos # 96876)

Title: Student Services Specialist (Admissions Coordinator)

Position Number: 0096876

Hiring Unit: Student Affairs, Admissions Office. Location: UH at Hilo

Date Posted: 12/19/24

Closing Date: Continuous recruitment, first review of applications on or about January 7, 2025 and will continue until filled

Band: A

Salary : salary schedules and placement information

Full Time/Part Time: Full-time

Month: 11-month

Temporary/Permanent: Permanent

Duties and Responsibilities 

1. Responsible for developing and executing procedures for processing applications for freshman, transfer, returning, international, and unclassified students.
2. ** Analyze data to remedy application process exceptions within defined and well-established parameters such as pulling records from suspense, document matching, and comparison. Route exceptions to the appropriate party for resolution or to supervisor if resolution cannot be identified or no guidelines exist.
3. **Move data between Customer Relationship Management (CRM), Student Information System (SIS), and other communication tools to ensure timely admissions application processing and communication. Validate that data transferred accurately to new destination.
4. **Assist with planning, generation, and evaluation of student communications, including phone, email, text, voice mail drops, and direct mail. Ensure student letters are generated correct through automation and manually for special student populations.
5. **Evaluate issues to determine if staff training issue, application process issue, or CRM configuration issue within defined parameters. Route exceptions to internal and external clerical, technical, or student personnel for resolution or to supervisor if resolution cannot be identified or no guidelines exist.
6. **Provide and maintain statistical and other reports, and use these reports to evaluate effort and activities. Recommend strategies and methods to improve outcomes and meet established goals.
7. **Utilize the institution’s CRM to communicate application status, application decision, initiate prospective student communication plans, and other recruitment-related activities and processes. Assist with creation and updates to student communication workflows.
8. Communicating with prospective and current students, internal stakeholders, and the public who reach out regarding admissions needs.
9. Provide recommendations for training, business process improvement, and software improvements to supervisor and feedback regarding discrepant data to other team members.
10. Conduct user acceptance testing for new configuration updates and new application releases for CRM.
11. Assist with data entry.
12. Managing a digital filing system for all documents across multiple academic terms, plus ensuring documents transfer correctly to designated stakeholder document repositories.
13. Supervise and direct student assistants, depending on office needs, including: interviewing, selecting, evaluating, and dismissing student assistants as needed; planning, organizing, and scheduling student assistants; motivating and training student assistants; ensuring payroll is submitted and approved promptly each pay period.
14. Execute responsibilities in a manner consistent with the service philosophy and orientation of the Admission Office.
15. Perform other related duties as assigned by immediate supervisor.

Minimum Qualifications 

1.      Possession of a baccalaureate degree and 0 year(s) of progressively responsible professional experience with responsibilities for recruiting and admissions activities; or any equivalent combination of education and/or professional work experience which provides the required education, knowledge, skills and abilities as indicated.

2.      Functional knowledge of principles, practices and techniques in student enrollment in higher education with demonstrated by knowledge, understanding and ability to apply concepts, terminology.

3.      Functional knowledge and understanding of principles, theories, federal and state laws, rules, regulations and systems associated with enrollment services in higher education.

4.      Demonstrated ability to recognize problems, identify possible causes and resolve the full range problems that may commonly occur in the area of cashiering, accounts receivable, or collections.

5.      Demonstrated ability to understand oral and written documentation, write reports and procedures, and communicate effectively in a variety of situations.

6.      Demonstrated ability to establish and maintain effective working relationships with internal and external organizations, groups, team members and individuals.

7.      Demonstrated ability to operate a personal computer and apply word processing software.

8.      Demonstrated ability to communicate and work effectively with the public, including a diverse population of prospective students, community members, education providers, and other stakeholders. 

Desirable Qualifications 

1.      Prior experience working in a fast-paced university admissions office.

2.      Prior experience in recruiting and marketing, including social media engagement.

3.      Prior experience supporting and/or managing students and student groups.

4.      Prior experience managing tours for a university admissions office.

5.      Considerable knowledge of the University of Hawai`i and/or University of Hawai`i System programs, policies, and goals.

6.      Knowledge of the principles and practices of modern office management.

7.      Knowledge of Hawaiian and/or Pacific Island customs and culture.

8.      Strong understanding of business processes and CRM functionality.

9.      Strong understanding of student populations and their complex needs, such as international students and high school students.

10.    Strong spelling, grammar, and arithmetic skills.

11.    Demonstrated ability to utilize software applications such as spreadsheets, databases, Banner Student Information System (SIS), and Customer Relationship Management (CRM) technology.

  To Apply: Click on the “Apply” button on the top right corner of the screen to complete an application and attach each required documents.  A complete application must include: 

(1) cover letter explaining how each minimum and desirable qualification is met; 

(2) resume; 

(3) the names and addresses, email addresses and telephone numbers of three [3] current professional references; 

(4) transcript(s) showing degrees and course work appropriate to the position (copies are acceptable; however, original official transcripts will be required prior to employment).  

PLEASE REDACT REFERENCES TO SOCIAL SECURITY NUMBERS AND BIRTH DATE ON TRANSCRIPT COPIES.   All requested documents/information become the property of the University.  All minimum qualifications must be met by the closing date. Incomplete applications will not be considered. Failure to submit all required documents and reference information shall deem an application to be incomplete.

Note: If you have not applied for a position before using NeoGov, you will need to create an account.

Inquiries: Kati McGinnis, kati.mcginnis@hawaii.edu

The University of Hawai'i is an Equal Opportunity/Affirmative Action Institution and is committed to a policy of nondiscrimination on the basis of race, sex, gender identity and expression, age, religion, color, national origin, ancestry, citizenship, disability, genetic information, marital status, breastfeeding, income assignment for child support, arrest and court record (except as permissible under State law), sexual orientation, domestic or sexual violence victim status, national guard absence, or status as a covered veteran.  For more information or inquiries regarding these policies, please refer to the following link: http://www.hawaii.edu/offices/eeo/eeo-coordinators/. 

Employment is contingent on satisfying employment eligibility verification requirements of the Immigration Reform and Control Act of 1986; reference checks of previous employers; and for certain positions, criminal history record checks. 

In accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, annual campus crime statistics for the University of Hawai'i may be viewed at: https://www.hawaii.edu/titleix/help/campus-security/, or a paper copy may be obtained upon request from the respective UH Campus Security or Administrative Services Office. 

In accordance with Article 10 of the unit 08 collective bargaining agreement, bargaining unit members receive priority consideration for APT job vacancies. As a result, external or non BU 08 applicants may not be considered for some APT vacancies. BU 08 members with re-employment rights or priority status are responsible for informing the hiring unit of their status. 

Accommodation Request:  The University of Hawai'i complies with the provisions of the Americans with Disabilities Act (ADA).  Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the EEO coordinator directly.   Determination on requests for reasonable accommodation will be made on a case-by-case basis.  For further information, please refer to the following link: https://www.hawaii.edu/offices/eeo/accommodation-request/