Located 45 minutes from the Nation’s Capital, nestled in a history-rich community of southern Maryland, The College of Southern Maryland (CSM) is a two-time Aspen Award-winning institution (top 15% of Community Colleges) with academic programs in over 100 disciplines. CSM is among America’s top 100 producers of Minority Associate Degrees in twenty categories, according to Diverse Issues in Higher Education. CSM offers excellent health insurance benefits; State Retirement Pension plan; wellness programs; Code Green early closure Fridays in the summer; college closure for spring break and several major holidays, including the week between Christmas and New Year; and for several days in March for Spring Break. We are an innovative institution committed to student success and well known for our flexibility to meet student and community needs.
The Student Records Specialist I is responsible for managing student records, ensuring integrity of the data, upholding policy and law, and completing a multitude of varying duties. The Specialist interacts with prospective, current, and returning customers daily, including students, faculty, staff, and the community. Interactions include answering inquiries, researching and resolving records, registration, and course and section issues. The Specialist is expected to learn, know, and perform all duties of the office, including being efficient in two separate registration systems: one for credit (Colleague) and another for continuing education (Lumens). The Specialist spends approximately 60% of their time working front line at the Registrar’s office. The individual in this position researches and resolve problems independently and provides assistance with various questions and processes relating to admissions, financial assistance, advising, placement tests, registration and records, and other areas within the college. The work involves a high volume of paperwork, e-mail, phone calls, monitoring a live chat platform, and constant contact with both internal and external customers.
The College of Southern Maryland conducts background checks in order to ensure the safety and well-being of the College's staff and students. The final candidate for this position will be subject to the following background checks: Criminal History Check and Sex Offender Registry Check.
This position is open until filled. The College of Southern Maryland is an Equal Opportunity Employer.
ESSENTIAL JOB FUNCTIONSAnswer office phones, respond to Ocelet live chat platform questions which may require multi-step problem solving and resolution for customers.Maintain WEBREG, and Transcript email accounts. Assist as needed with Graduation and Registrar email accounts.Uses both registration systems (Colleague and Lumens), enter grades and process grade changes for continuing education and credit courses. Process audit, incomplete contracts and withdrawal paperwork always ensuring student is counseled on what financial benefits may be affected.Research microfilm for old records and manually enter all classes and grades into Colleague. Ensure records are accurate for grades, credits, repeated, audited, withdrawn, and transferred classes; work with Director Curriculum Mgmt, to re-create old classes which have not yet been entered in Colleague.Manually adjust records for specially authorized refunds or removal of debts after refund deadlines. Directly working with the Bursar’s Office to ensure process is completed. Registration and payment/refund activity will impact both registration systems (Colleague and Lumens).Problem solve and resolve student record issues such as grade discrepancies, registration/deregistration issues, transcript discrepancies, course entry issues, etc. for all credit and non-credit students.Daily monitoring LMC (Lumens middle cloud) for continuing education issues, including duplicate records, time conflicts, registration holds, etc. resolving these issues in lumens and colleague, and working with various offices to resolve.Duplicate record processing to include research, working with other departments for resolution, moving classes to appropriate record, and sealing the duplicate. Including consolidating profiles (Lumens) and moving classes between both systems.Scan, image, and link student record documents using ImageNow software, utilizing quality control measures to ensure documents are linked to the correct student record.Locate imaged student records from ImageNow software for other college staff for college related purposes.Maintain database integrity ensuring correct demographic data and academic record accuracy, in both Colleague and Lumens, with full access to student records.Process student release and non-directory release forms in accordance with FERPA guidelines.Access Maxient software for student disciplinary issues. Work closely with Exec Director, Student Affairs and Title IX as needed.Notify both credit and continuing education students of class schedule or registration changes, including credit class cancellations.Database testing and assist with new software implementations, as directed by the Registrar.Research and resolve online services registration issues for students, faculty, and staff for both credit and continuing education students and/or direct the customer to appropriate office for resolution if necessary.Provide basic credit student advising on catalog navigation and program and course selection.Provide continuing education program course advising. Using the online class schedule when necessary. Distribute student ID numbers and usernames for my.CSMD and assist in resolving any log-in issues in both registration systems (Colleague and Lumens).Instructs students in use of online services for registration, transcript or enrollment verification requests, course wait listing, paying for classes, checking for documents received/needed for financial aid or veteran’s benefits, etc.Using two different registration systems, process continuing education and credit registrations including those with special overrides based on department approvals. i.e., late registration, pre-requisites, capacity overrides, etc.Provide outstanding customer service and accurate data to all internal and external customers. Monitor and respond to incoming inquiries from various email accounts, phone calls, and live chat platform, relating to registration assistance, wait list assistance, etc.Scan and link incoming college and high school transcripts into Image Now.Log college transcripts in IASU.Monitor TROS screen for transcript order discrepancies.Troubleshoot and resolve transcript issues in Parchment.Work closely with Assistant Director to upload syllabi, and course equivalencies in TES, Quottly and Colleague.Process Dean’s list certificates through Parchment.Process LORS, con-ed certificates and achievement awards.Manually process con-ed transcripts upon request.Assist Student Engagement staff from all campuses with registration problems and inquiries.Initiate facility and computer work orders as needed for office computers and printers.Assists in training co-workers on Registrar’s Office procedures and use of Colleague and Lumens.Resolve program of study issues and SSN issues for students.Represent the college at events when needed.Process in-person transcript requests, enrollment verifications and special investigator requests as needed. Requests are logged into TRRQ and ENVR as needed.Research discrepancy requests from the National Student Clearinghouse.Using a bi-weekly report, process enrollment verification requests submitted by students via online services. Review transcripts as needed for student inquires. Research and resolve problems with course sections in both registration systems, which may prevent registration. Report unresolved problems to Director or Registrar if needed. Contract registration processing: enter and update student information in both registration platforms, verify program of study dates so that registration may occur, paying close attention to class dates to ensure the registration activity is not posting to a closed financial month.Review contract section in both registration platforms for any errors before proceeding with registration.Register contract participants and verify registration transactions using the LMC (Lumens middle cloud) of the continuing education registration system.Enter contract grades in Lumens and ensure that the grades process thru the LMC (Lumens middle cloud) and posted in Colleague.Coordinate processing closely with the Assistant Bursar to adhere to billing deadlines.Contact initiating department to resolve contract course and registration form discrepancies (MCET and Continuing Ed operations).Assist with basic graduation questions for students, faculty, and staff.Assist with all aspects of graduation ceremonies.Sort and process incoming and outgoing mail.Restock forms and supplies as needed.Review and revise office procedures as needed.Participate in committees and meetings relating to the Registrar’s office as needed.Continue to improve skills by attending trainings and conferences every year.Properly secure all records/documents before leaving the office protecting any personal customer information from being compromised.Maintain clean organized workspace.
Additional Duties:
Performs other related duties as assigned.
Required Education and Experience:Associate degree required.
Preferred Education and Experience:Bachelor’s degree preferred. Experience in an academic setting preferred.
Knowledge, Skills, and Abilities:Ability to maintain discretion, tact, and professionalism at all times despite frequent stressful circumstances.Superior interpersonal skills required dealing with the public, outside agencies and peers in a dynamic environment.Ability to work independently.Ability to work with professional integrity and discretion.Ability to organize and prioritize extensive workload daily.Must be detail-oriented and accurate, and able to problem solve, make knowledgeable decisions, and multi-task frequently and consistently.
PHYSICAL DEMANDS
The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly.
WORK ENVIRONMENT
Work is performed in a relatively safe, and secure work environment.