Registrar Counselor

Are you ready to join a community leading in innovative teaching and learning? Kennesaw State University is one of the 50 largest public institutions in the country. With our growing enrollment and global reach, we are enjoying increased prominence among Georgia's colleges. We offer more than 150 undergraduate, graduate, and doctoral degrees to over 43,000 students. Our entrepreneurial spirit, high-impact research, and Division I athletics also draw students from throughout the region and from 92 countries across the globe. Our university's vibrant culture, career opportunities, and rich benefits make us an employer of choice. We are searching for talented people to join our mission. Come to KSU and find your passion.

Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144.

DEPARTMENT SPECIFIC TASKS AND RESPONSIBILITIES:
Counselor
1. Respond to customer inquiries through call tickets, telephone, chatbot, and email to provide problem resolution.
2. Advise students, parents, advisors and academic departments on policies and business practices with the Office of the Registrar.
3. Receive and analyze immunization information to determine if holds should be removed.
4. Review and respond to graduation and transfer related emails.
5. Assist currently enrolled students with Degreeworks questions and examine Degreeworks to determine possible solutions.
6. Research and assist students and advisors with course sub related questions.
7. Resolve routine and basic problems and communicates solution or requested information to the customer.
8. Resolves complex or unusual requests and problems that may require a customized response and communicates solution or requested information to the customer.
9. Analyze a customer's service needs and refer to other service or departments for follow up as needed.
10. Document customer service communications in banner and NOLIJ.
11. Provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction.
12. Research issues related to transcripts using Credentials.
13. Address and explain KSU policies and procedures as it relates to the student and the Office of the Registrar.
14. Assist with data entry of reports.
15. Participate in call campaigns to students regarding upcoming deadlines.
16. Verify documentation and process overload request forms.
17. Verify documentation and process transient request forms.
18. Verify documentation and process audit request forms.
19. Verify documentation and process reinstatement forms.
20. Run reports on student information to take action regarding registration.
21. Verify documentation and process name, SSN, address, gender, phone and email changes

Provide essential guidance and counseling services to students, parents, advisors, and other stakeholders within the Kennesaw State University community, with a specific focus on addressing matters related to the Office of the Registrar. In addition to offering support and information on registrar policies and procedures other responsibilities include efficiently handling incoming calls regarding specific Office of the Registrar issues and contributing to the overall administration of registrar processes.

KEY RESPONSIBILITIES:
1. Demonstrate a comprehensive understanding and knowledge of registrar-related functions at both the institutional and University System of Georgia levels.
2. Responsible for interaction with students, families, faculty, and staff to provide basic information regarding other enrollment-related concerns in collaboration with other staff/offices as necessary.
3. Performs registrar processes, including but not limited to immunizations, veteran's benefits, certification of student-athletes, enrollment certification, registration, records, and tuition classification.
4. Address degree audits and transfer evaluation questions and concerns related to prospective and enrolled students.
5. Consistently and appropriately communicates and responds to student inquiries via phone, email and in person to assist with customer service support at the front desk.
6. Escalates inquiries to appropriate campus constituents to resolve student concerns.
7. Understands and maintains accurate knowledge of registrar-related functions including but not limited to registration, records, immunizations, tuition classification, graduation, and transfer services.
8. Review and analyze daily reports to resolve issues.
9. Reviews and audits completed work to ensure accuracy and compliance.
10. Assists with ad hoc projects and end-of-term processing report clean-up.
11. Assists with systems testing of current and new processes.
12. Participate in annual training and professional development to keep abreast of new information and program changes.
13. Participates in Enrollment Services related events, some of which may take place outside of normal work hours (e.g. Open House, Orientation, Accepted Student Events).
14. May assist with veteran services students or academic scheduling services

Educational Requirements
Bachelor's degree from an accredited institution of higher education
Required Experience
One (1) year related experience

Preferred Experience
Prior experience working in the Office of the Registrar at an institution of higher education.

The budgeted salary range is $17.42 to $20.50 per hour.  Offers are based on relevant experience. 

Comprehensive benefits to include Medical, Dental, Vision, 13 paid holidays, vacation, generous retirement plans, tuition waiver, wellness options, and much more! Visit hr.kennesaw.edu/benefits.

ABILITIES
Ability to understand, interpret, and synthesize information from students and/or parents to provide effective counseling
Maintain confidentiality and handle difficult and emotional situations with professionalism.
Able to handle multiple tasks or projects at one time meeting assigned deadlines
KNOWLEDGE
Demonstrate knowledge of KSU rules and regulations pertaining to the Office of the Registrar.
Working knowledge of and adherence to regulations of the Family Education Rights and Privacy  Act (FERPA).
SKILLS
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite)
Strong attention to detail and follow up skills
Strong customer service skills and phone and e-mail etiquette

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.
For additional information or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 202, [email protected], or by making a report at https://diversity-kennesaw-advocategme.symplicity.com/public_report/index.php/pid081467?.

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.
For additional information or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 202, [email protected].

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position may travel 1% - 24% of the time

• Standard Enhanced
• Education

Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.

https://www.usg.edu/hr/assets/hr/hrap_manual/HRAP_Background_Investigation_Employment.pdf