Student Services Specialist

*Requisition Number:*S3016 *Position Number:*998917 *Position Classification Title:*Student Services Specialist *Functional Title:*Student Services Specialist *Position Type:*Administration - Staff *University Information:*Located in North Carolina’s third largest city, UNC Greensboro is among the most diverse, learner-centered public research universities in the state, with 18,000 students in eight colleges and schools pursuing more than 150 areas of undergraduate and over 200 areas of graduate study. UNCG continues to be recognized nationally for academic excellence, access, and affordability. UNCG is ranked No. 1 most affordable institution in North Carolina for net cost by the N.Y. Times and No. 1 in North Carolina for social mobility by The Wall Street Journal — helping first-generation and lower-income students find paths to prosperity. Designated an Innovation and Economic Prosperity University by the Association of Public and Land-grant Universities, UNCG is a community-engaged research institution with a portfolio of more than $67M in research and creative activity. The University’s 2,600 staff help create an annual economic impact for the Piedmont Triad region in excess of $1B. *Primary Purpose of the Organizational Unit:*In support of the mission of UNC Greensboro, the University Registrar’s Office fosters student success and cultivates exemplary student experiences for all University constituents related to academic records, policies, and regulations. *Position Summary:*The Student Service Specialist serves as the primary point of contact for the University Registrar’s Office (URO). Acts as an experienced guide who accompanies students as they interact with the URO by providing the highest level of customer service, and knowledgeable support through telephone, email or face to face interaction. Serves as a first point of contact for in-person, phone, and email interactions for the URO. Handling and resolving customer issues; researching, obtaining and evaluating all relevant information to handle inquiries and issues; directing requests and unresolved issues to the designated resource; and following up on customer interactions, enrollment verification, registration, and other constituent (student, faculty, staff, alumni etc.) related duties of the URO as needed. This position requires broad knowledge of University, State, and Federal laws and regulations including the Family Educational Rights and Privacy Act (FERPA). *Minimum Qualifications:*BACHELOR’S DEGREE; OR EQUIVALENT COMBINATION OF TRAINING AND EXPERIENCE. ALL DEGREES MUST BE RECEIVED FROM APPROPRIATELY ACCREDITED INSTITUTIONS. *Preferred Qualifications:* * Bachelor’s Degree from an accredited institution and/or one year of related experience in admissions, transfer, or student services within a college setting, student information systems, preferably Ellucian Banner, degree audit tracking, and MS Office Suite software are a plus. *Alternate Option:*If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations. *Special Instructions to Applicants:Applicants are required to upload a list of at least three (3) professional references that includes:* * Name, * Company Name, * Type of reference (Professional, Supervisor, Colleague, Academic, or Personal). One (1) of those references will need to be a current or previous supervisor. * Email Address * Contact Phone Number *Recruitment Range:*$16,770 - $17,275 *Org -Department:*University Registrar's Office - 10204 *Work Hours of Position:*10:30 A.M - 2:30 P.M., M-F *Number of Months per Year:*12 *Job Family:*Information & Education *Career Banded Title:*Student Services Specialist *Open Date:*09/15/2025 *Close Date:*10/03/2025 *FTE :*0.500 *FLSA:*Non-Exempt *Key Responsibility:*Acts as an experience guide and first point of contact, who accompanies students/staff/faculty as they interact with the University Registrar’s Office. *Essential Tasks:* * Provides the highest level of customer service in all interactions with students, faculty, staff, parents/families, and community members to provide one-stop service within the University Registrar’s Office and improve the student/constituent experience. * Provides knowledgeable support through all registration, records, scheduling, curriculum, transcript, and record procedures to make student expectations and requirements easily understandable (translate Higher Education and UNCG language to common, understandable language). * Navigates each individual student/staff/faculty situation by applying a complex set of academic policies and procedures, while maintaining a seamless student experience. * Becomes an advocate for the student during difficult situations while using professional discretion and judgment to refer the student to the next level of support when necessary. * Provides timely responses, accurate information (phone/email/in person) and professional verbal and written communication. *Key Responsibility:*Timely, Accurate, and Friendly Customer Service *Essential Tasks:* * Provide timely, accurate, and friendly customer service to students, staff, and faculty who call or email with questions about transfer articulation. *Key Responsibility:*Other duties as assigned. *Essential Tasks:* * Attend meetings as needed. * Assist with special projects. * Attend training sessions, webinars, conferences to maintain current knowledge on the new releases of Banner and Transcript Articulation processes/guidelines. *Key Responsibility:*Analyze problems, identify solutions, and take appropriate action to resolve problems using independent judgment and decision-making processes. *Essential Tasks:* * Relate to a diverse population and to maintain composure when faced with difficult situations. * Multitask, organize, prioritize, and track multiple projects/tasks through to completion with an attention to detail. * Work independently while contributing to a team environment. * Analyze problems, identify solutions, and take appropriate action to resolve problems using independent judgment and decision-making processes. * Establish and maintain effective working relationships with supervisors, other department staff, students, and the public. *Competency:*Managing Work Processes *Competency Description:* * Ability to identify, document, draft and provide input to proposed changes to work standards, processes and procedures for discussion with stakeholders and supervisors. * Ability to assist in the development of learning activities designed to implement these changes. *Competency Level:*Contributing *Competency:*Decision Making *Competency Description:* * Ability to recommend approaches to solving routine problems relating to programmatic requirements or standards. *Competency Level:*Contributing *Competency:*Client/Customer Service *Competency Description:* * Ability to develop good, efficient customer relations within program area. * Ability to answer routine requests, referring non-standard issues to higher authority level. *Competency Level:*Contributing *Competency:*Information/Records Administration *Competency Description:* * Ability to collect and input data and performs research and analysis for supervisory review. * Ability to assist with program improvements. * Ability to adhere to university, state, and federal confidentiality regulations. * Ability to assist with program improvements and documentation. *Competency Level:*Contributing *Competency:*Program Management *Competency Description:* * Ability to address and resolve routine service matters, referring to higher authority for issues outside standard operating procedures. * Ability to collect, research and provide preliminary data analysis. * Ability to create standardized reports for review by supervisor. * Ability to proactively participate in promoting student learning and leadership involvement initiatives in meeting program goals and services. * Ability to prioritize workload. *Competency Level:*Contributing *Physical Effort:*Hand Movement-Repetitive Motions - F, Finger Dexterity - F, Vision-Preparing/Analyzing figures - F, Hearing - F, Talking - F, Standing - F, Sitting - F, Reaching - F *Work Environment:*Inside - C