Specialist, Front Desk, Office of Strategic Enrollment Services, School of Continuing Education

Reports to: Associate Director, Admission and Registration Manager

Purpose: Under the umbrella of Office of Strategic Enrollment Services at the School of Continuing Education (SCE), the job holder serves as an information, service, and problem-resolution resource for any prospective applicant or student regarding Enrollment Service operations-related issue. This positions require specialized knowledge and comprehensive administrative, organizational, and operational skills. Each campus front desk is staffed continuously during its hours of operation year round supporting students whereby some offices operate on an extended hours schedule including weekends whenever needed.

Principal Accountabilities:

• Act as the primary resource providing the highest quality customer service advising students, parents, and other constituents in regard to SCE programs, eligibility, resources; and policies and procedures of the school as appropriate
• Analyze SCE applications and supporting documentation to determine eligibility and review test results to ensure admission pre-requisites compliance, review and process applications by utilizing software and prescribed school and office policies; resolve data discrepancies.
• Common match carefully new applicants to avoid duplication before creating a new general person records
• Create and maintain computerized learner bio-records on Banner Student Information System; establish and maintain logs, filing and recordkeeping systems
• Review office calendars for student admission test scheduling; to coordinate between the test date availability, time, and test result and term beginning date to provide adequate counseling to prospective applicants and inform students of all important registration deadlines
• Review learner admission placement test results on Banner admission forms and check certificate/course prerequisites before processing registration requests
• Follow up on missing or deficient information; resolve problems related to admissions process by clarifying complaint, determining cause of the problem, and advising the best solution
• Enroll applicants in the proper SCE admission entrance exams according to the list received by Evaluation Testing and Assessment Department (ETAD) after assigning applicants on Banner Student Information System appropriate ETAD ID
• Handle timely problems during the student registration process including holds, add, drop, self-service registration system problems; answer student and department inquiries regarding registration and schedule conflict issues as related to the SCE Office of Strategic Enrollment Management and in accordance to Family Educational Rights and Privacy Act (FERPA) and University policies, as appropriate to the school
• Assist students with course renewals and grade petitions; ensure new policies approved by the SCE cabinet are followed; notify students and the department of the outcome, as appropriate to the unit
• Charge students’ proper admission fees and student service charges on respective Banner forms as needed
• Process point of sale (POS) cashless payments for the registered tests and courses and ensure that the payment transactions have been properly posted on Banner
• Assess fees for internal/external scholarships for approval of Office of Human Recourses
• Create @XED.aucegypt.edu email for all new SCE learners enrolled at SCE and explain to student the process for activating student email and consequences
• Perform related administrative and reporting activities, as appropriate to the individual unit
• Organize workload to ensure deadlines are met; schedule and prioritize internal work assignments
• Reply to the SCE incoming email inquiries and, if necessary, handle learners’ complaints over the phone to instantly resolve any pending issues
• Perform any other related duties as assigned

Minimum Education Requirement :

• Bachelor’s degree or equivalent

Experience :

• 3 -5 years of experience, preferably in a related field

Skills :

• Very Good command English and Arabic language, both spoken and written
• Ability to analyze and solve problems and to make evaluative judgments
• Knowledge of Admissions policies, and eligibility requirements
• Knowledge of the rules, regulations, and laws regarding privacy of student records and FERPA regulations and ability to evaluate student transcripts and/or records
• Skills in database management, records maintenance, word processing and data entry
• Ability to make administrative/procedural decisions and judgments with skills in gathering data, compiling information, and preparing reports
• Ability to perform complex tasks and to prioritize multiple projects with skills in organizing resources and establishing priorities
• Skill in the use of IT and related software applications and computerized student information systems preferred such as Argos and Banner
• Excellent analytical and computer skills required; proficient with Microsoft Windows, Word, and Excel, PowerPoint, typing/keyboarding proficiency
• Knowledge of customer service standards and procedures
• Demonstrated aptitude and attitude for learning new tasks quickly and efficiently
• Ability to work effectively in a team environments

This position is open until March 22, 2023

Placement is based on the candidate’s experience and skills. Only candidates who make it to the short list will be contacted.

"The American University in Cairo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals with disabilities are encouraged to apply."

“We thank all individuals who have expressed interest in working at The American University in Cairo.”