|
Supervises the Registrar Highlander One Stop Shop (HOSS) representative, Registrar related operations in the HOSS
and the student assistants who serve at the Registrar front counter with the main phone line and complete other
administrative tasks. Ensures full coverage of service for phones, main email account, HOSS, and other critical day-to-day
services such as enrollment verifications, outgoing transcripts, and diplomas by setting priorities to meet daily and weekly
goals. Coordinates with other HOSS departments to ensure coverage for the HOSS. Responsible for hiring, training,
coaching, and evaluating the Registrar HOSS representative and student assistants; provides training and guidance to
other HOSS representatives and HOSS supervisors on Registrar related items.
|
25 |
Develops and implements registrar core functions such as classroom and course scheduling, degree audits, transcript activities, residency, grading etc.
- Assists with student record updates and other services as needed to ensure that operational goals are met.
|
15 |
Provides individual advising on non-routine, sensitive student record issues.
- Serves as a point of contact to resolve customer service challenges and works with students, parents, alumni, and
the public to seek effective and timely solutions, collaboratively communicating and clarifying policy and procedure.
Ensures that operations on the main phone line and in the HOSS are compliant with policies and customers are
effectively and accurately served.
|
15 |
Recommends new or revised internal practices and procedures.
- Becomes very familiar with Records unit procedures and identifies gaps or risks and suggestions to improve them to
the Assistant Registrar. May assist with updating documentation and recommending or conducting training for
Records staff, HOSS staff, and student assistants.
|
10 |
Advises departments on existing student record procedures, resources, and options available.
- Serves as a backup to front line staff and students to provide clarity and resolution on student records' questions or
concerns. Learns the course content and pedagogy to serve as a backup trainer to the Assistant Registrar for
campus system trainings.
|
10 |
Identifies and implements database elements, queries, and reports needed to monitor programs.
- Develops and utilizes reports for frequent monitoring of performance of service queues and creates a plan of action
to ensure that customer service queues stay within Service Level Agreements. Provides regular updates to the
Assistant Registrar and helps ensure that KPIs are being met, collaborating with Assistant Registrar as needed to
strategize. Puts together quarterly reports reviewing performance measures and analyzing to make
recommendations for increasing service to Assistant Registrar.
|
10 |
Interprets regulations and develops or recommends procedures to ensure compliance and accurate student record maintenance and services. Reconciles large volumes of student data from multiple sources. Identifies and resolves mismatches and errors.
- Follows up to ensure compliance with procedures including auditing of work and data reporting.
|
5 |
Analyzes a variety of student record factors and applies working knowledge of federal, state, University, and outside agency laws, regulations, and policies to determine student record outcomes.
- Within guidelines, regulations, best practices, and laws, uses good judgment in resolving various customer service
and student record questions. Educates others on how to achieve their goals within these and provides options when
available. Takes initiative to research possible resolutions; confers with Assistant Registrar as appropriate to
determine the best course of action.
|
5 |
Participates in decision-making and testing process regarding the development and maintenance of student record systems.
- Provides administrative support with the term operational calendar and configurations for MyForms, iGrade, vendor
portals, R'Web messages, and the Registrar website. Contacts vendors as appropriate to troubleshoot system
problems. Ensures that front-facing queues are effective for staff, faculty, and student requests and works to update
them as needed. Ensures that Records staff can navigate systems; reviews and assigns the requests to appropriate
person or team. May assist with testing system upgrades.
|
5 |
