Henry Ford College Looking for Enrollment Services Coordinator Full Time

Salary: $71,520.00 – $85,148.00 Annually

Job Number: 202200214

Department: Enrollment Services

Opening Date: 06/17/2023

Job Description Summary

Henry Ford College presents an opportunity for an Enrollment Services Coordinator. 

The Enrollment Services Coordinator serves as a campus leader in assisting students, potential students, and parents with the most difficult questions and other inquiries related to enrollment services processes, including Admissions, Registration, Records, Financial Aid, and Student Accounting. This position is accountable for educating and empowering students to utilize the available student self­ service functionality. The Coordinator serves as a model for relationship-based customer service experience and builds a culture that supports student success. They will oversee cross-trained staff providing front-line daily services in a One-Stop integrated student service environment. Additionally, the Coordinator will provide customer service directly to students and families promptly and courteously through a variety of communication channels. They will work collaboratively with other campus departments and staff to provide a high-quality customer experience, and continuously improve customer service and training amongst staff. Multiple staff share this title, each with a specialty function/role of staff development and training, technology and continuous process improvement, or research, reporting, and marketing/communication. Each role supports others in the absence of the companion staff roles, and it is expected that a staff member in this role can function in all of the specialty areas.

Core Competencies and Qualifications

•   Bachelor’s Degree from an accredited institution. 
• Five years of direct customer or student service experience in higher education. Financial Aid, Enrollment Services, Registration, Records, or Student Accounts are considered first.
• Minimum five years of supervision experience, leading teams in a union environment and progressively more responsible or expansive work experience.
• Experience training staff, ideally in a cross-functional environment.
• Demonstrated successful record of creating a culture of ongoing performance improvement and goal setting and attainment. Previous accomplishment in leading, mentoring and inspiring student service staff to achieve goals and foster an attitude of staff responsiveness.
• Experience interpreting and explaining office policies and procedures.
• Systems and technology-focused with experience working with an integrated administrative computer software system is required (Ellucian Colleague is a plus).

The most successful candidate will have a career that reflects the following competencies. Additionally, essential duties include but are not limited to:

College-Wide Competencies:

Interpersonal Skills – Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences.

• An elevated level of interpersonal skills including conflict resolution.

Communication -Ability to carry out verbal and written directions and to effectively communicate to HFC stakeholders. Understanding and adherence to HFC policies and procedures.

• Strong communications skills (active listening, speaking, and writing)
• Ability to communicate effectively, both orally and in writing. Strong listening, speaking, and writing skills.
• Demonstrated ability to serve as the lead communicator of policy and process with effective and timely communication to staff, students, their families, and the campus community.
• The highest level of personal and professional integrity others; is trustworthy.

Continual Learning – Assesses and recognizes own strengths and weaknesses; pursues self­ development.

Public Service Motivation – Shows a commitment to serve the public. Ensures that actions meet public needs; aligns organizational objectives and practices with public interests.

Leveraging Diversity – Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.

Essential Duties and Responsibilities

Departmental Competencies and Essential Duties:

Technology Management – Keeps up-to-date on technological developments. Makes effective use of technology to achieve results. Ensures access to and security of technology systems.

• Navigate multiple areas of the student information system, mapping and piecing together information to help students complete the entire enrollment process.
• Maximize the use of integrated software for office operations and service to students.
• Manage and train staff on various technology applications such as SARS Anywhere, Calendly, Qless.

Data Analysis and Reporting and Process Improvement– Utilizes data in order to continuously improve services and processes.

• Identify issues impeding the enrollment process for students and develop practical and more streamlined solutions to those impediments.
• Monitor workflow efficiencies; suggest changes when needed.
• Capture, catalog, understand, analyze and respond to customer needs effectively and strategically.
• Collect data and provide analysis as appropriate. Collect data requested and provide it to leadership for use in various reports and presentations.
• Contribute as a member of the management team to the ongoing operational planning process.
• Contribute to departmental short- and long-term planning and goal setting.

Event Planning and Presentations/Project Management– Partners with internal and external networks with a goal keeping the front-line operation running smoothly and enrolling students.

• Develop, publicize, and conduct public workshops, seminars, etc., at secondary schools, on campus, or other community events/gatherings to promote and explain the College’s enrollment services process to prospective students and their parents.
• Serve as a team leader for one of the following areas: External Communications, Solution Center/Training, and Professional Development, or Student Enrollment Lab/Concierge. Oversee scheduling, processes, develop procedures and systems.

Personnel Supervision – Play a critical part in the hiring and professional development of staff.

• Hire, supervise, evaluate, and provide performance coaching to Enrollment Associate support staff and student workers.
• Provide support staff with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Train staff on new topics and refresh as needed on existing work.
• Technical Credibility- Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to specialized expertise.
• Utilize the appropriate systems (Perceptive/Imaging, Ellucian Colleague, and Recruit) and sites (student aid.gov, fafsa.ed.gov, etc.) to assist students.
• Research and troubleshoot enrollment issues and provide recommendations to supervisor for resolution.
• Follow the Family Education Rights and Privacy Act (FERPA) and all other confidentiality-related best practices.
• Maintain a thorough knowledge of legislation, regulations, and institutional policies and procedures governing admission, registration, records, financial aid, and student accounting.
• Review current literature and attend professional meetings to keep current on federal, state, and institutional regulations and policy changes.
• Serve as a resource to other professional, administrative, and support staff interpreting enrollment services regulations, policies, and procedures.
• Proficiency in Microsoft Office, particularly MS Word, Excel, MS Office 365 Teams. Strong computer/technology skills with proficiency in current word processing and spreadsheet software and the ability to interface with popular data systems utilizing a web-based interface.
• Demonstrated ability to learn and be trained in and adapt to new technology.

Customer Experience – Anticipates and meets the needs of both internal and external customers, including students, staff, and the community. Delivers high-quality services; is committed to continuous improvement.

• Utilize relationship-driven, student focused service strategies and recognize that retention and student success are a critical mission for front-line student services.
• Contact prospective and current students to assist them in resolving issues or to request additional information needed for their enrollment process.
• Respond to incoming e-mails, chats, and phone calls and provide timely and accurate responses to students.
• Counsel, advise and provide written, telephone and in-person, communication to students, parents, outside offices/agencies, and other institutional offices on all phases of enrollment services operations, policies, and procedures.
• Assist and advise students in utilizing self-service functionality to empower them to seek answers to their questions.
• Maintain and verify (as necessary) the accuracy and integrity of all documents submitted by students and others.
• Perform specific enrollment services (e.g., admissions, registration, records, and/or financial) functions in-person, via telephone, and electronic communication, as appropriate, in working with students to resolve their questions and issues. This may include functions such as document posting, registration overrides, and financial aid award changes, among other similar functions, as appropriate, and as previously discussed with the Assistant Director of Enrollment Services.
• Field student requests for exception to policy and determine which circumstances may be eligible.
• Demonstrated ability and desire to provide excellent customer service to students and the college community.

Partnering – Develops networks and builds alliances; collaborates across boundaries to build strategic relationships and achieve common goals.

• Attend regularly scheduled meetings, workshops, and other training sessions, as directed by the supervisor.
• Act as a liaison between the Welcome Center and selected College departments/units/agencies as assigned. Responsibilities may include information sharing, coordination of programs between departments, or administering/processing enrollment services functions for selected groups of students.
• Work closely with the offices of Admissions, Registration, Records, Financial Aid, Student Accounts, Accounting Services, Human Resources, Counseling, Advising, and the Foundation Office to meet the overall mission of service to students.
• Collaborate with appropriate institutional departments and committees on customer-friendly and student retention-specific initiatives.
• Establish and maintain positive working relationships with College personnel and students in a multi-cultural environment.
• As needed, serve on College/departmental committees and project teams, taking a leadership role where appropriate.
• Ability to work effectively with cross-functional teams.
• A willingness and ability to be cross-trained in various skills and functions and take part in the overall mission of enrollment services.

Flexibility – Is open to change and new information; rapidly adapts to new information, changing conditions, or unexpected obstacles, particularly in terms of students and other stakeholders.

• Performance of some essential functions may require occasional evening and/or weekend work hours.
• Flexibility in the work schedule is essential.
• Performs other duties as assigned.
• Flexibility and adaptability-in a rapidly changing, high-stress environment and work well under pressure.
• Ability to manage multiple tasks and meet deadlines while handling frequent interruptions by staff and students. Be both flexible and adaptable in a rapidly changing environment.

Additional Unique Competencies

Accountability – Is accountable for measurable, high-quality, timely, and cost-effective results. Determines objectives and sets priorities. Accepts responsibility for mistakes and seeks to improve. Complies with established control systems and rules for data integrity.

• Ability to handle confidential records with the required caution and professionalism. The highest level of personal and professional integrity

Decisiveness – Makes well-informed, effective, and timely decisions, even when data are limited or solutions produce suboptimal consequences; perceives the impact and implications of decisions on all college stakeholders.

• Ability to work autonomously in managing multiple tasks and meeting deadlines.
• Must present strong decision-making skills that include the ability to evaluate data quickly, set policy and lead process implementation.

External Awareness – Understands and keeps up-to-date on local, national, and international policies and trends that affect higher education and shape stakeholders’ views; and how the College impacts the community.

Interpersonal Skills – Treats students, staff, faculty, and the community with courtesy, sensitivity, and respect. Considers and responds appropriately to the needs and feelings of different people in different situations.

• Ability to work effectively both autonomously and in a team setting.
• Personable, energetic, and be customer service oriented. A student-centered philosophy to daily work.
• High level of interpersonal skills and experience with conflict resolution

Leveraging Diversity – Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.

Problem Solving – Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations.

• Organizational skills and strong critical thinking and problem-solving skills with the ability to make independent decisions.
• Strong analytical skills to assess student situations and make decisions related to student problems with minimal consultation from directors required.
• Serve as a change agent, promoting, championing and enabling change implementation.
• Proactive planning, assessment/analysis, and research skills.

Additional Information

While we have attempted to capture the core functional responsibilities in the role, this position description is not meant to be all inclusive. Therefore, performing additional job- related duties not listed above may be required as assigned.