Admissions Associate, Response Center

Position Summary

The Admissions Associate is responsible for providing comprehensive customer service in person and remotely, via telephone, e-mail and online chat. The Admissions Associate will serve as the Response Center’s primary point of contact for callers seeking information on programs of study offered by the college and the AACC admissions processes. Other required areas of knowledge include unique admission requirements related to specific programs of study including Health Professions, ECAP and International students. Assist with financial aid using confidentiality and access to financial aid data to be in compliance with the Higher Education Act, registration, records, advising and providing assistance to students and staff promptly, courteously and accurately. The Admissions Associate is responsible for assisting with training new associates, maintaining Admissions training modules, and assisting with Response Center events and projects.
Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its faculty, administrators, and staff members. The college seeks to recruit and support a broadly diverse team who will contribute to the college’s excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness, and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation.
While we appreciate your interest in employment with Anne Arundel Community College, applicants must be currently authorized to work in the U.S. on a full-time basis. Employment-based visa sponsorship (including H-1B sponsorship) is not available for any position.
In the best interest of the College, only individuals who are residents of Maryland or one of the following states will be eligible for employment at the college: Delaware, Pennsylvania, Virginia, West Virginia or the District of Columbia. The college will annually review this restriction and, if appropriate, expand the list of states of employment eligibility.

Job Duties and Responsibilities

Accurately and completely explain credit and non-credit programs of study offered by AACC to prospective students and their families, as well as the application process for admissions and scholarship applications.
Assist students in confirming application status, transcript requirements and placement standards. Provide students and the student information services team members with training on the articulation agreements, consortium partners, and Transfer agreements offered.
Advise on all aspects of special admission programs such as the Early College Access Program, Maryland Transfer Advantage Program, Non-Degree Seeking status, International student Visa requirements, application process for special programs including Health Sciences programs.
Provide liaison assistance for Admissions department to the student information services team members with training and information on all new admissions application processes.
Assist students with various requests via web chat services. Provide timely, accurate information and assistance. Provide suggestions for improved services and functionality. Participate in training and meet or exceed chat standards and goals. Responsible for maintaining the Admissions library for Chat Bot.
Assist callers in identifying the appropriate college personnel who can respond to their inquiry and act as liaison between the customer and other campus offices. Use available databases to retrieve and provide accurate information regarding a student’s Financial Aid, Records and Registration, Admissions, CARS, Cashiers and general college information. Assist students with services in these areas and provide appropriate resolution and excellent customer service. Advise students and their families about standard tuition/fees and special tuition programs (state-wide, HMS, veteran/military, Dream)
Participate in Response Center activities including ongoing customer service and financial aid training, monitoring and coaching activities, staff meetings and special projects including the College Fair and other campus events. Contact students and applicants via telephone or email to provide information or inquire. Other duties as assigned by the Response Center Manager

Required Qualifications:

Associate’s degree
Minimum of three years demonstrated ability and experience in customer service; preferably in a call center environment.
Ability to work in a sedentary, structured setting with established goals, procedures and policies.
Ability to communicate effectively and tactfully with students from diverse backgrounds.
Excellent written, oral and interpersonal communication skills, including public speaking skills.
Intermediate knowledge of Microsoft Office and general internet experience required.

Preferred Qualifications:

Bachelor’s degree preferred.
Call Center experience
Ellucian Colleague student information software experience preferred.
Fluency in speaking Spanish