Records and Enrollment Technician II

Position Summary

This position is responsible for daily activities related to the Office of the Registrar and the student records team. This position has primary responsibility for notifying students of missing documents and temporarily withdrawing students when they do not comply with documentation regulations and admissions policies; primary responsibility for coordination of the accuracy and timely posting of grades and attendance; has general responsibility for the accuracy, security, and maintenance of permanent grade and attendance records in accordance with established federal, state, and institutional regulations. Responsible for troubleshooting issues with faculty and staff and providing accurate and detailed grades and attendance job aids for the University. Prioritizes files for evaluation, responsible for ensuring daily completion of processed incoming transcripts, enrollment paperwork, and other documents for the student file. Responsible for ensuring daily processing and completion of transcript requests to complete a student’s admissions and faculty hiring files, the issuance of academic, continuing education transcripts, and transcripts for which National University is Custodian of Records. Receives and processes requests to verify enrollment and degree status. Assists in disseminating and enforcing admissions eligibility information, University policies and procedures to students, faculty, and staff to ensure compliance and enhance comprehension of institutional policies and procedures, and general information to students, alumni, staff, and faculty. This position is also responsible for maintaining record integrity and upholding FERPA policy and compliance within administrative policies and procedures.

Essential Functions:

• Verify, index, and upload scanned enrollment paperwork, transcripts, and other documents to the document management system, and update the student information system with received status.
• Verifies and enforces all students admitted meet minimum Basis for Admission requirements based on University policies and procedures. Updates and notifies students of missing information and/or documents. Responsible for confirming and recording graduate admission eligibility.
• Uses Hyland Brainware software to review and ensure accuracy of information captured from incoming transcripts via OCR (Optical Character Recognition). Is responsible for processing transcripts from Multi-District institutions with keen attention to detail.
• Is responsible for the review and processing of Undergraduate Transcript Waiver Requests with special attention to Student Status and Plan of Study.
• Has the primary responsibility of processing incoming Letter of Completion, Letters of Non Attendance, and all other Official Letters from External Institutions.
• Orders, reviews, and processes Joint Services Transcripts in Hyland Brainware to capture transfer coursework.
• Coordinates the timely ordering and processing of external transcript requests for all new and re-enrolling students. Maintains tracking system procedures to ensure the timely reordering of student transcripts.
• Initiates new procedures to resolve technical issues, such as transcript receiving and importing problems.  
• When needed, assists with the processing of Attendance Verification forms, Change of Grade forms, Extension of Incomplete Grade forms, and provides resolution of and communicates appropriate policies and procedures for student or faculty submitted disputes in grades or attendance.
• Coordinates with Financial Aid and Student Accounts departments for dropping and adding disputed classes for accurate crediting and/or debiting fees.
• Identifies files ready for evaluation through automated work flow processes and updates the student information system with pertinent information. Coordinates with other departments for the evaluation of students with special consideration such as financial aid or international students.
• As a primary contact to the University community, enforces and disseminates University policies and procedures to assure consistent and uniform application of regulations. Assists students, faculty, and staff with issues or concerns regarding admission and eligibility, with issues or concerns regarding grades and/or attendance, enrollment and degree information, and with transcript orders to assure resolution of the problem or concern.
• As a secondary contact for the University community, enforces Academic Standing and Satisfactory Academic Progress.
• Responsible for development and review of all business process guides documents for all students, faculty, and staff for all incoming records, outgoing transcripts, and grades and attendance processes with Records & Enrollment Specialist and Supervisor, Technical Records. Coordinates with Academics on training faculty with grades and attendance processes. Responsible for recommending new processes and queries to enhance daily functions of department.

MARGINAL FUNCTIONS (While the following tasks are necessary for the work of the unit, they are not an essential part of the purpose of this position and may also be performed by other department members.):

• Receives and reviews enrollment documents; verifies authenticity of incoming transcripts. As needed, scans documents into the document management systems.
• Provides skilled support and information for telephone callsand email inquiries from students and staff concerning the status of enrollment documentation and receipt of incoming transcripts, status of outgoing transcript orders, status of grades and in-class attendance, and status of University enrollment and degree information. First-level support to Records & Enrollment Technician I for escalated and technical inquiries on incoming/outgoing transcripts, attendance/enrollment information, and University standing/degree status. Documents inquiries on student files via customer relationship management system and student information system.
• Downloads and processes all requests for academic transcripts that are submitted via the National Student Clearinghouse, Parchment, eTranscript, and other transcript vendors daily;verifies student has authorized release of a transcript.
• Receives and processes requests for faculty transcripts from other departments (Credentials, Academic Services, etc.).  Retrieves archived transcripts from microfilm or fiche. Performs final quality check before release of transcript.
  • Responsible for completion of all updates of onsite attendance in collaboration with Center Support Specialists; performs verification of University enrollment and confirmation of degree status.
  • Continuous quality review of student files, improvement of communications, policy and procedural documentation, and file handling and processes.
  • Provides support in the completion of reports generated by the Records & Enrollment Specialist and Supervisor, Technical Records.

Document Processing and Student Record Maintenance

• Receives and reviews enrollment documents and miscellaneous student records; verifies authenticity of incoming transcripts and miscellaneous documents. Maintains log of all incoming documents. Routes documents for processing to our document management system Hyland OnBase in a timely manner.
• Uses Hyland Brainware software to review and ensure accuracy of information captured from incoming transcripts via OCR (Optical Character Recognition).
• Verifies, indexes, and uploads scanned enrollment paperwork, transcripts, and other documents to the document management system with careful attention to creating clear and legible images. Updates the student information system with received status. Communicates with students and staff by disseminating information through relevant channels and posting pertinent materials.
• Works with National Student Clearinghouse to verify complete student files, including all transcripts from transfer-eligible institutions to meet Basis for Admission requirements.
• Reviews and maintains Grade Rosters and Attendance Rosters to assist Faculty and Center Directors with entering attendance into the student information system and posting official grades.
• Answers questions related to student records requests including but not limited to official grades, course extensions, deferment, and attendance in accordance with University policy
• Ensures that the documents on file are in alignment and accurate with the Student Information System.
• Other duties as assigned.

Internal and External Inquiries

• Answers incoming telephone calls and email inquiries from students, faculty and staff concerning the status of enrollment documentation, receipt of incoming transcripts, status of outgoing transcript orders, and accuracy of University enrollment and degree information.
• Provides general information and refers callers to the appropriate staff or department for assistance.
• Documents inquiries on student files via customer relationship management system and student information system.
• As a primary contact to the University community, enforces and disseminates University policies and procedures to assure consistent and uniform application of regulations. Assists students and staff with issues or concerns regarding admission and eligibility, with issues or concerns regarding grades and/or attendance, enrollment and degree information, and with transcript orders to assure resolution of the problem or concern.
• As a secondary contact for the University community, enforces Academic Standing, Satisfactory Academic Progress, graduation requirement policies, and University catalog information. Disseminates general University information related to students’ records.

Outgoing Transcripts and Letters

• Daily maintenance and troubleshooting of transcripts orders received via Parchment transcript vendor. 
• Daily processing of Enrollment Verification requests received via Parchment.

Attendance Roster Maintenance

• Coordinates the updates of in-class attendance in collaboration with Center Support Team, verifies University enrollment, and confirmation of degree status.

Grade Roster Maintenance

• Reviews Grade Roster status and works with Faculty to ensure grade posting timelines are maintained. Assists with training faculty on grade inputting and approvals as needed.

Supervisory Responsibilities: N/A

Requirements:

Education & Experience

• Associate’s degree or equivalent relevant experience preferred
• Minimum two (2) years of experience in an office environment to include one (1) year experience in higher education required; experience in registrar's office preferred
• Good understanding of file management required.
• Experience with scanning, document management system(s), customer relationship management system(s), and/or student information system(s) required. 

Competencies/Technical/Functional Skills

• Aptitude for organization, thoroughness, and accuracy in detailed work.
• Ability to work in a virtual environment with others in a congenial and supportive environment.
• Ability to work independently and under pressure of deadlines.
• Possess mature judgment with ability to be tactful and diplomatic in difficult student and staff/faculty encounters; good oral and interpersonal communication skills;
• Ability to identify and solve problems.
• Proficient knowledge of Microsoft Windows and Office Suite.
• Proficient knowledge of Adobe Acrobat Pro for creating and editing PDFs.
• Proficient knowledge of computer use and software packages; preference given to applicants with demonstrated experience/expertise with Windows10.
• Experience with the following programs: Hyland OnBase, Hyland Brainware, Oracle CRM RightNow and SOAR PeopleSoft.

Location: Remote

Travel: No Travel Required.

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Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies.  Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

Compensation Range:

National University is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. National University employs more than 5,000 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.

National University offers an opportunity to work in an innovative environment that supports diversity.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a diverse mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University. We are focused on equality and believe deeply in diversity of race, color, ancestry, age, family care status, veteran status, marital status, creed, religion, sex, gender, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.