Registration and Records Counselor

Job title: Registration and Records Counselor

About the Role The role provides front-line counseling and problem resolution for students, parents, faculty, and staff, focusing on enrollment services, academic records, financial aid, student billing, and FERPA compliance. It serves as a liaison within the Penguin Service Center to resolve issues and improve service quality across campus.

What You'll Do

• Counsel and answer inquiries; resolve problems; holistically review issues from students, parents, faculty, staff, and other university constituents.
• Resolve issues on academic records and registration processes; provide counseling on deadlines, policies, account holds, and registration actions; coordinate with advisement staff and academic departments.
• Counsel on domestic and international enrollment verifications, personal directory information changes, readmission applications, graduation applications, unofficial and official transcript order processing, and academic status and suspension; manage the authorization to release information and FERPA privacy holds.
• Guide students through financial aid information and requirements; counsel on forms of financial aid and the award acceptance process; assist with appeals, loan disbursement/distribution, and federal verification.
• Resolve issues on student accounts and billing; counsel on tuition and fee assessments, credit hour loads, refunds/credit balances, direct deposit and payment plans, collection issues, appeals of fees and charges, financial suspension process, and account holds that prevent enrollment and/or official transcript requests.
• Facilitate cooperation across departments to resolve student issues and promote continuous improvement; act as liaison to minimize transfers between offices.
• Cooperatively work with central administrators to resolve complaints; promote positive student relations and handle difficult situations in alignment with academic standards.
• Interpret, communicate, and adhere to state, federal, and university policies; maintain compliance.
• Maintain an open reception area with computer access; respond to department emails and calls; document contacts and services in the department data system; operate call system as a coordinator/advanced user.
• Stay current on enrollment services training; participate in weekly staff meetings; research enrollment functions and prepare assessments as directed by the Supervisor.
• Serve on committees and task forces as a representative of the Penguin Service Center; prepare presentations and contribute to department marketing and social media efforts.
• Maintain excellent knowledge of Banner; provide portal lock-out access to current students; identify recurring problems and coordinate with supervisor/IT to resolve.
• Assist with training new hires; perform other duties as assigned within the classification scope.

What We're Looking For

• At least a bachelor's degree and one year of related experience.
• Master's degree preferred.
• Experience in higher education, especially in enrollment services and/or student services (student employment also considered).
• Higher education experience in records, registration, financial aid, student billing, a one-stop office and/or integrated service center.
• Experience with Banner or a similar student information platform; working knowledge of student records.
• Knowledge of Microsoft Office; strong verbal and written communication; interpersonal relations; attention to detail; time management.
• Ability to learn new skills; demonstrate commitment to helping students from diverse backgrounds; work independently, collaboratively, and as part of a team; use multiple avenues of communication.

Nice to Have

• Master's degree (preferred).
• Experience with Banner or a similar student information platform.
• Working knowledge of student records.
• Experience in higher education settings such as a one-stop/integrated service center.