Enrollment Counselor, Mocs One Center
The University of Tennessee at Chattanooga, Chattanooga, TN, United States
The Enrollment Counselor acts as a liaison between the student and the Admissions, Bursar's, Financial Aid and Scholarships, Orientation and Registrar's Office and fills a wide range of duties for the Mocs One Center. In essence, this position is responsible for maintaining a high level of consumer service to ensure enrollment transitions are met.
Responsibilities
General
Participates in routine training regarding university, departmental, state, federal rules, and regulations that affect student services; participates in regular training regarding university policy and procedures; provides information of all campus and community-related resources; provides on-site computer assistance; responds to all e‑mail and telephone inquiries appropriately; directs students to appropriate web locations for forms, payment options and other information; staying abreast of any university changes and events allows accurate student referrals for issues outside the scope of the Mocs One Center; and consults with Mocs One Supervisors to resolve issues related to enrollment services.
Financial Aid and Scholarships
Answers general questions about the financial aid process and refer students and/or parents to financial aid specialists as needed; works individually with students to assist them in resolving financial obligations with the university; assists students with completion of the FAFSA and appeal forms; reviews, accepts, and forwards documents and/or checks to the Financial Aid and Scholarship Office; provides students with information about scholarships, loan information and brochures; follows up with students via e‑mail or phone regarding processes; and sends e‑mail messages to counselors or directors to call students with more detailed information.
Admissions & Orientations
Assist students through the application process by communicating admissions requirements, application status and advising necessary next steps for enrollment; communicate to students/parents during the orientation process and speaking with them during the orientation process about financial aid and the enrollment process.
Registrar
Answers questions about completion and processing of forms, policies and procedures, registrations, transcripts, petitions, degree, and enrollment verifications, MyMocsDegree and directory information; processes enrollment verification and letter of good standing forms; processes registrations for audit and contract courses, and 2nd week exceptions; confirms petitions for both undergraduate and general education; explains and assists with the FERPA proxy process; and provides information on processes such as course credit by exam, duplicate diploma requests, exception to withdrawal, academic forgiveness, and degree completion statements.
Bursar
Explains charges or adjustments relating to a complex fee structure; general understanding of TouchNet and login issues; assists students making online payments for all university fees; understands veteran deferment processes and how it applies to the veterans, spouses, or dependents; understands the online parking decal purchase and parking ticket payment process; understands the holds process for fees, return checks, and parking; and gives accurate information concerning fee policies as related to deadline dates, class cancellations, confirmation of classes, payment plan, financial aid reimbursements and refunds.
The Ideal Candidate Will Possess The Following
Excellent oral and written communication skills
Excellent interpersonal skills, especially those relating to conflict resolution
Customer service oriented
Ability to work well with customers and coworkers
Time management skills
Ability to work under pressure with a high degree of accuracy
Knowledge of Banner and other student service information systems
Knowledge and ability to handle several tasks simultaneously
Basic computer skills and knowledge of computer systems
Qualifications
Minimum Qualifications: Bachelor’s degree, prior experience in a college setting, particularly Financial Aid, Scholarships, Registrar or Bursar’s Office, or an equivalent combination of training and experience.
Preferred Qualifications: Experience in customer services.
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Responsibilities
General
Participates in routine training regarding university, departmental, state, federal rules, and regulations that affect student services; participates in regular training regarding university policy and procedures; provides information of all campus and community-related resources; provides on-site computer assistance; responds to all e‑mail and telephone inquiries appropriately; directs students to appropriate web locations for forms, payment options and other information; staying abreast of any university changes and events allows accurate student referrals for issues outside the scope of the Mocs One Center; and consults with Mocs One Supervisors to resolve issues related to enrollment services.
Financial Aid and Scholarships
Answers general questions about the financial aid process and refer students and/or parents to financial aid specialists as needed; works individually with students to assist them in resolving financial obligations with the university; assists students with completion of the FAFSA and appeal forms; reviews, accepts, and forwards documents and/or checks to the Financial Aid and Scholarship Office; provides students with information about scholarships, loan information and brochures; follows up with students via e‑mail or phone regarding processes; and sends e‑mail messages to counselors or directors to call students with more detailed information.
Admissions & Orientations
Assist students through the application process by communicating admissions requirements, application status and advising necessary next steps for enrollment; communicate to students/parents during the orientation process and speaking with them during the orientation process about financial aid and the enrollment process.
Registrar
Answers questions about completion and processing of forms, policies and procedures, registrations, transcripts, petitions, degree, and enrollment verifications, MyMocsDegree and directory information; processes enrollment verification and letter of good standing forms; processes registrations for audit and contract courses, and 2nd week exceptions; confirms petitions for both undergraduate and general education; explains and assists with the FERPA proxy process; and provides information on processes such as course credit by exam, duplicate diploma requests, exception to withdrawal, academic forgiveness, and degree completion statements.
Bursar
Explains charges or adjustments relating to a complex fee structure; general understanding of TouchNet and login issues; assists students making online payments for all university fees; understands veteran deferment processes and how it applies to the veterans, spouses, or dependents; understands the online parking decal purchase and parking ticket payment process; understands the holds process for fees, return checks, and parking; and gives accurate information concerning fee policies as related to deadline dates, class cancellations, confirmation of classes, payment plan, financial aid reimbursements and refunds.
The Ideal Candidate Will Possess The Following
Excellent oral and written communication skills
Excellent interpersonal skills, especially those relating to conflict resolution
Customer service oriented
Ability to work well with customers and coworkers
Time management skills
Ability to work under pressure with a high degree of accuracy
Knowledge of Banner and other student service information systems
Knowledge and ability to handle several tasks simultaneously
Basic computer skills and knowledge of computer systems
Qualifications
Minimum Qualifications: Bachelor’s degree, prior experience in a college setting, particularly Financial Aid, Scholarships, Registrar or Bursar’s Office, or an equivalent combination of training and experience.
Preferred Qualifications: Experience in customer services.
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