Job no: 546824
Work type: Staff
Location: East Bay
Categories: Unit 7 - CSUEU - Clerical and Administrative Support Services, Administrative, Probationary, Full Time, Telecommute eligible (work onsite as scheduled and/or as requested and telecommute as scheduled)

ABOUT THE POSITION

The Office of the Registrar provides comprehensive services to prospective students, continuing students, staff, faculty, and the members of the community-at-large who are seeking information or services from the University within the functional areas of recruitment and pre-admission advising, admissions and evaluations, records and registration, and financial aid.
This position will specialize in records and registration functions including: assisting answering the Records call center, helping students with registration and records inquiries, processing numerous Records forms, such as withdrawals, change of major/minor, graduation postponement, and change of grade. The Senior Records Specialist will also assist with coordinating/processing transcript orders, answering emails to the Records Office, and co-coordinating imaging of Records documents.

MINIMUM QUALIFICATIONS

• Completion of a high school program, technical/vocational program, or their equivalents combined with several years of related office work experience.
• A fully functional knowledge of and skill in standard office procedures and practices.
• An ability to understand and operate in a variety of organizational structures.
• Thorough knowledge of English grammar, spelling, and punctuation and ability to clearly communicate orally and in writing.
• Knowledge of business mathematics beyond basic arithmetic.
• Ability to use and quickly learn new office support technology systems and software packages.

REQUIRED QUALIFICATIONS

• General knowledge or the ability to quickly acquire such knowledge of the policies, procedures, and practices of the position’s major functions.
• General knowledge of FERPA and national practices and procedures to ensure compliance.
• Ability to develop thorough knowledge of the student information system and all functional related systems.
• Ability to effectively communicate orally and in writing with a diverse community.
• Ability to handle multiple tasks, projects, and deadlines.
• Ability to interpret policies in University Catalog.
• Ability to establish work priorities and to develop and meet timelines in order to achieve management objectives and goals.
• Ability to establish and maintain cooperative working relationships with students, staff, faculty, and administrators.
• Proficiency in MS Office software.
• Ability to learn and use PeopleSoft at an advanced level.

PREFERRED SKILLS AND KNOWLEDGE

• Two to three (2-3) years experience in Enrollment Services or educational records functions.
• Knowledge of Cal State East Bay policies.

Co-coordinate the Records Office Call Center:

• Answer telephone calls, delivering exceptional & courteous service, transferring callers only when absolutely necessary.
• Respond to inquiries about registration, including holds, financial clearance, matriculation status, registration status, and graduation status via email, phone and in person.
• Actively problem-solve and use independent judgment in dealing with call and email inquiries.
• Regularly reference, retain, recall, and apply University policies and procedures including FERPA regulations.
• Generate phone reports to track data on the number of callers served by the Records Office.
• Coordinate with other departments and open service tickets as necessary to change call center hours for holidays and/or start of the term extended hours.
• Train new staff or student assistants to answer phones for the Records Office.

Serve as a Senior Specialist for all Records/Registration Processing:

• Provide registration and records services to students enrolling in programs offered through Continuing Education including Net ID and matriculation issues, enrollment inquiries and problems, and grade changes.
• Assist with student registration.
• Process student enrollment changes in PeopleSoft.
• Provide official verifications/certifications of enrollment data and degrees awarded.
• Issue Cal State East Bay transcripts.
• Respond to online inquiries for degree and enrollment verifications through the National Student Clearinghouse.
• Maintain electronic and hard copies of permanent academic files.
• Assist with coding academic dishonesty forms.
• Process special registrations.
• Approve and process applications for cross-registration programs.
• Maintain and process Cal State East Bay students requesting visitor status at another CSU campus.
• Maintain and process incoming CSU Intrasystem Concurrent/visitors from other campuses.
• Process Planned Educational Leave.
• Process withdrawals each term.
• Process Open University application forms.
• Make appropriate referrals to departments as necessary.
• Process change of grades and change of major/minor.
• Process Name/SID changes.
• Resolve more complex records and registration issues independently and in accordance with University, CSU, and Federal/State policies.
• Complete all work efficiently and accurately.

Co Coordinate Department Email and Records Form Imaging:

• Act as lead for responding to inquiries in the Records Office email account.
• Respond to inquiries on a large range of topics, including but not limited to: registration, holds, financial clearance, matriculation status, registration status, graduation status and graduation updates.
• Actively problem-solve and use independent judgment in dealing with email inquiries.
• Serve as primary contact for all inquiries pertaining to the Records Office email account.
• Regularly reference, retain, recall, and apply university policies and procedures including FERPA regulations.
• Update the signature of the Records Office email account with notifications regarding holidays (ie: winter break) and special information (ie: graduation workshops) as appropriate.
• Train new staff to use the Records Office email account.
• Prepare documents for imaging, including verifying the correct student ID appears on each page, all staples and paperclips are removed, and photocopies are made if necessary.
• Scan and index documents into the correct document type, ensuring that they are placed into the correct students’ records, the correct term, and the proper qualify assurance is conducted.

Transcripts:

• Act as back up to the transcript desk.
• Communicate and coordinate with the Transcript Coordinator and Assistant Registrar regarding tasks and needs for this area.
• Print and process transcript orders, including those with Fed Ex shipping, ensuring that all orders meet the published delivery deadlines.
• Communicate and collaborate with other departments to resolve discrepancies reported on the transcript (i.e. graduation evaluators, University Extension)
• Review incoming orders through the third-party vendor “Credentials, Inc”; work with vendors to report and resolve issues.
• Uphold and enforce university policy related to the release of transcripts.

Other duties as assigned:

• As directed, carry-out other appropriate duties.