CLA Student Services Support Specialist

About the Job

Bargaining unit consideration begins on 03/09/26 and ends on 03/17/26.

This position is responsible for providing support to the College of Liberal Arts (CLA) Advising and Student Services and CLA departments by providing excellent hybrid customer service to culturally and racially diverse students, staff, and faculty, accurately and efficiently entering information into students' records, and problem-solving student issues related to student records. Driven by the university's academic and orientation cycles, this role oversees CLA student record updates and maintenance for tracking students, including matriculated students, orientation students, continuing students, and degree candidates.

Location and Work environment:
This role includes limited hybrid work options but requires a regular on-campus presence.

Work Schedule:

Monday-Friday, 8:00 AM - 4:30 PM

Primary Responsibilities:

Records Maintenance (50%)

* Review and input program coding in the People Soft system for student records related to advising, leave of absence, academic warning review, CLA and non-CLA department majors, minors, and certificates from online workflows and occasionally paper forms for approximately 5,500 CLA students.

* Manage and/or monitor orientation student advising, student group, service indicator, and term activation coding for various admitted and matriculated student admit types.

* Monitor and resolve or report workflow process issues regarding record tracking and maintenance to project manager or supervisor.

* Track and maintain student record files in Google Drive for a variety of processes, can include, but not limited to: majors/minors, Academic Warning Review, Graduation Clearance, Orientation, Leave of Absence, Direct Track to Teaching.

* Maintain and update online filing systems related to office process documentation as well as the process documents related to a variety of student record processes.

* Troubleshoot or report procedural problems related to database or human error to supervisor or Office of the Registrar.

* Serve on the Front Desk Support Staff Committee which is responsible for maintaining consistency in student records and student support service process and policy across all three CLA advising offices.

* Serve on the Registrars Advisory Committee as a representative from CLA Student Services to review student record policy and procedure updates, recommend process improvements and best practices, explain student record policy and procedures to advising and student services staff, and identify system enhancements in regard to student record processing.

Support for Advising & Student Services (30%)

* Public contact to include:
Assist with front desk operations, including, but not limited to: initial intake of student, staff and faculty traffic at on-campus or virtual front desk (in-person, via online phone system, or Zoom - online teleconferencing software program), responding to inquiries related to College advising, orientation, registration, readmission, leave of absence policies and procedures and student record inquiries. Make appropriate referrals and identify accurate resources.

Use knowledge of office resources and roles of various staff members to direct students to the most appropriate advisor or resource.

* Collaborate with other front desk support staff to monitor academic calendar deadlines, update form workflow language, plan Peer Advisor and student Office Assistant training.

* Regularly monitor, respond, or redirect emails from 2 departmental email accounts.

* Coordinate and monitor appointment scheduling with the CLA Transfer Advising team.

* Screen requests for advising and determine appropriate follow up. Determine best mode of service to address student questions (advising appointment, drop-in, email, information accessible online).

* Sort, screen, distribute, and process advising and student services US mail and deliveries

* Order office supplies for Johnston Hall advising and Student Services offices and breakroom

Support for College-wide Programs (20%)

* Assist with the College of Liberal Arts undergraduate new-student orientation, including:
Assist with preparing orientation materials for distribution to students and advising offices, creating and printing building and office signage, managing Website content updates, managing advising office appointment check-in lists, and assisting with day of orientation activities, including directing orientation room rotation traffic, checking-in students, etc.

* Update orientation appointment calendars for professional advisors during orientation.

* Track and support sub-populations of admitted new high school students by emailing individual orientation welcome letters as needed, monitoring new student checklist progression, and coordinating orientation date selections.

* Support new high school students' updated admissions status following successful status appeals and Office of Admission's shifts from other colleges to CLA as needed during…