Records, Registration & Veterans' Affairs Operations Manager

Howard Community College ( HCC) is an exciting place to work, learn, and grow! We are proud to have received the Great Colleges to Work For honor for 12 consecutive years, 2009-2020.

Howard Community College values diversity among its faculty, staff and student population. We are an innovative institution that is committed to responding to the ever-changing needs and interests of a diverse and dynamic community. No matter where you want to go in your career, you can get there from here!

Provides required and ongoing training related to the student system, customer service, the Family Education Rights and Privacy Act ( FERPA), office procedures, appropriate knowledge related to other enrollment services offices, cashier's office, and critical college initiatives. Interprets and articulates shifting priorities to front line staff to ensure stakeholder needs are met. Provides outstanding customer service in an efficient and welcoming manner to all students, faculty, staff, and to the community. Provides ongoing education to students in the use of the portal, including registration activities, transcript requests, tuition payment, and password services. Supervises the workflow of document imaging assists with ensuring compliance with the enrollment services records retention policy. Researches and resolves student registration inquiries/problems. Works to maintain data integrity, compliance with FERPA, and adherence to college policies and procedures. Responsible for representing Records, Registration and Veterans' Affairs ( RRVA) on appropriate college and enrollment services teams and committees; acts as liaison with all college offices.

Proper application of policies, procedures, and techniques individually and/or through group meetings.

Serves as cost center assistant to the registrar, initiating and processing all invoices for goods and services. Coordinates departmental office supply needs; prepares and maintains office supply, furniture, and equipment inventory.

Functions as frontline supervisor on duty, overseeing and performing all registration and record functions including student record holds and releases, walk-up student enrollment verification requests and transcript requests, address updates and changes of information, and records scanning and linking. Oversees RRVA instructing students in the use of myHCC, including grade retrieval, registration, password management, enrollment verifications, transcript requests, and continuing education record requests. Responds to inquiries in-person, answers and redirects all voicemails on the main telephone number, and responds to all emails sent to the RRVA inbox.

Prepares, updates, and maintains office forms and reviews office documents and publications for accuracy.

Researches and resolves customer service issues; refers students/problems to supervisor when appropriate. Serves as liaison between work area and the rest of the college as necessary to resolve problems. Assists with the development and management of communication from the office, including printed publications, email, and phone.

Maintains working knowledge of FERPA.

Informs and confirms student status to government officials and other agencies.

Reviews and resolves records error reports and Bank Mobile (formerly Higher One) Undeliverable Card Report/Customer Import File.

Processes new employee notifications, employee address changes and employee separation notifications for human resources.

Attends constituency group meetings and serves on cross-functional teams and standing committees at the request of the registrar.

Updates professional knowledge by attending professional meetings, conferences, and training sessions.

Formal Education, Courses, Training Programs, Experiences
* Associate's degree required; bachelor's degree preferred.
* Two years of supervisory experience in a customer service-oriented environment.
* Prior experience in a higher education environment preferable.
* Excellent technology skills and literacy, including Microsoft Office, Internet, student systems and digital imaging and other software and systems.
* Outstanding organizational, interpersonal communication skills, including oral and written skills.
* Outstanding customer service skills, including assisting students in challenging customer service situations.
* Knowledge of FERPA and college policies and procedures strongly preferred.
* Experience with special populations is strongly preferred.
* Experience working with various groups or departments preferred.
* Demonstrated ability to identify and manage multiple priorities while providing excellent customer service.
* Knowledge of college's emergency operations procedures.

Licensing or Certification
None required.

Knowledge of Operations, Systems, and Procedures
Knowledge of college policies, procedures, and services required, particularly related to RRVA and enrollment services. Thorough knowledge of and ability to utilize student system. Knowledge of MS Word, MS Office, Internet, including college website, email, knowledge of online registration systems.

Equipment Used
Computer; optical scanning equipment; laptop; scanner; laser and other printers; fax machine; calculator; photocopier; document validator; laminator; presentation equipment; and other office equipment as required.

OTHER REQUIREMENTS
* Ability to maintain strict confidentiality.
* Ability to communicate effectively, both verbally and in writing.
* Regular attendance is a requirement of this job.
* Performs all duties while considering the impact of any actions on the college's sustainability initiatives in the areas of environmental stewardship, social responsibility, and economic prosperity.

Fast-paced, deadline driven, and sometimes high stress customer service environment. Ability to work one evening per week is required. Occasional additional evening and weekend work. Occasional short and long distance travel required. Flexibility required.

Howard Community College offers competitive salaries, excellent medical and dental selections, tuition reimbursement and paid leave programs. As a participating member of the Maryland Retirement and Pension System, HCC offers two retirement options: The Pension, which requires a 7% employee contribution and The ORP, a 403(b) with a 7.25% employer contribution only. Employees in positions that do not require a bachelor's degree must participate in The Pension. Employees that possess a bachelor's degree and hold professional positions that require a bachelor's degree may choose to participate in either The Pension or The ORP.

*Pre-employment criminal background investigation is a condition of employment.

HCC is interested in all qualified applicants who are eligible to work in the United States. However, HCC will generally not sponsor applicants for work visas. Due to HCC policy, only employees living in states contiguous to Maryland are eligible for work at HCC and include Virginia, West Virginia, Washington DC, Pennsylvania. Candidates must live in the commutable area or willing to relocate at their own expense if offered the position because HCC does not offer relocation benefits.

Please complete the entire HCC Employment Application (Candidates will be evaluated on completing the college's application in full).

Howard Community College ( HCC) is an Equal Employment Opportunity & Affirmative Action employer & values diversity within its faculty, staff & student population. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, gender, sexual orientation, gender identity, genetic information, disability or protected veteran status.
HCC understands that persons with specific disabilities may need assistance with the job application process and/or with the interview process. For confidential assistance with the job application process, please contact the Office of Human Resources at 443-518-1100.