File Review Specialist; Admissions Credential Representative Lead), Office of Admissions Operations

ADMISSIONS OPERATIONS (BL-OPER-IUBLA)

The Office of Enrollment Management (OEM) at Indiana University Bloomington is dedicated to attracting, enrolling, and supporting a community of talented students from Indiana, across the nation, and around the world. OEM integrates strategic planning, data‑informed decision‑making, and collaborative partnerships across campus to create a seamless student experience from first contact through graduation. Through its units Admissions, Scholarships, the Registrar, Student Financial Assistance, Student Central, Orientation and Enrollment Programs, Retention, Planning and Research, Enrollment Marketing and Communications, Administration and Fiscal Affairs, and Development OEM advances the university's mission by fostering access, belonging, and student success while upholding Indiana University (IU) Bloomington's tradition of academic excellence and public service.

The Office of Admissions Operations (OPER) provides strategic and technical support for recruitment, marketing, and admissions processing. The team manages systems and business processes to ensure efficient operations and high‑quality service for prospective and current students.

• Serves as an information specialist and area expert to students, potential students, staff, faculty, and external agencies either online, by telephone or in person.
• Provides evaluation expertise during the investigation of complaints, challenges, and requests for review from Deans, Department Heads and individual students regarding the application and credentials evaluation process.
• Provides preliminary information on matters related to financial aid, scholarship eligibility, housing, orientation, student accounts, and other university related policies, procedures, and programs.
• Assists staff in answering questions regarding policies and procedures for application review and credit transfer articulation.
• Investigates and resolves problems, complaints, or discrepancies.
• Provides direct in‑person, telephone, and email services to clients and especially for clients who require complex services.
• Represents the Office of Admissions at outreach events both on and off campus.
• Interprets and utilizes current and historical information from the Student Information System (SIS), OnBase, customer relations management (CRM), and Parchment.
• Conducts first round review of the application file before a determination is sent to the applicant and validates information and decision for accuracy.
• Interprets the courses and grades required for admission and counsels students on admission decisions and the articulation of transfer coursework, and recommends admission decisions.

• Directs, manages, and monitors the business process design and workflow for the credentials analyst processing staff. Services include the processing and recording of transcripts and grades, evaluation and determination of residency classifications, maintenance of documentation and the knowledge base, and communications with students and the public.
• Ensures prompt, accurate, and efficient individual services to students, faculty, and staff and that operational practices are integrated into the processing cycles of other university departments whose services and operations include related and dependent activities.
• Provides general direction for staff, allocates resources, performs performance evaluations, determines the sequence of events, and generally manages the workflow, services, and timelines for the operations ensuring that workflow is responsive and integrated into the overall departmental goals and timetables.
• Trains new and continuing staff regarding the evaluation and procedures of high school and college transcripts and credit transfer articulation database functions.
• Represents the department and serves as a content expert on credentials analysis, residency rules, admission application flow and business processes for both current operations as well as modifications and revisions to policy, procedures and/or software. Represents the admissions function in determining the best resolution, gathering information,…