Records Services Representative, Student Central
Indiana University

Department

STUDENT CENTRAL (BL-SCTR-IUBLA)

Department Information

Office of Enrollment Management (OEM) serves Indiana University Bloomington by recruiting, enrolling, and serving students. We are deeply committed to transforming students' lives through access, engagement, and success while becoming the most innovative, strategic, and visionary enrollment management team in the nation. With a strong commitment to diversity and inclusion, OEM works with campus partners to make IU Bloomington the best university possible.

Student Central is a centralized unit that provides comprehensive customer service to prospective and current students with regard to their financial aid, Bursar account, scholarship, class registrations, and other general questions. Services are offered in person, by telephone, by email, or online.

Job Summary

Department-Specific Responsibilities

• Provides front-line counseling, superior customer service and support, and holistic problem resolution in the areas of financial aid, student accounts, and student records.
• Provides information and services relative to policies, processes and procedures to prospective, current, and former students, parents, and third parties and performs other duties as assigned.
• Troubleshoots students' questions and resolve complex issues that may cross over several department.
• Answers questions about scholarship criteria, deadlines and application process.
• Oversees the processing and evaluation of all applications for admissions into that school and accompanying material, such as transcripts to determine eligibility.
• Reviews applications for completeness, contacts applications for any missing information or to resolve discrepancies and obtains any necessary information from other sources.
• Makes recommendations regarding admissions and financial aid decisions, contacts applicant regarding the decision on the admissions application.
• Responds to phone and email inquiries on admissions process and status of applications; may assist in the design of recruiting events and materials.
• Counsels potential students regarding courses and grades required for admission.
• Maintains files and databases on students admitted into the school; generates reports based on this information.

General Responsibilities

• Interprets and explains a wide range of university and governmental policies and procedures involving official records and/or student loans to students, faculty, parents, and the general public.
• Processes and maintains official records; answers specific questions regarding records; ensures that records are accurate and complete; and investigates and resolves any questions or discrepancies.
• May process, approve, and issue short term loans and/or official documents including transcripts, student loan deferments, and insurance forms after determining student eligibility.
• Responds to requests for information; determines appropriateness of release of information under well established university and federal policies; transmits information, if appropriate.
• Distributes and collects forms from walk-in clients; sets up staff appointments, if needed.
• Monitors any changes to student files; updates as new information is received.
• Develops and maintains files and databases.
• Responds to student inquiries regarding status of account.
• Provides technical direction to part-time student staff.
• May certify completion of degree requirements.

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED)

WORK EXPERIENCE

Required

• 2 years in customer service, higher education, or related field

Preferred

• Experience in a position that required a high level of organizational skills, attention to detail, and tact and diplomacy

SKILLS

Required

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrates time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Highly thorough and dependable
• Demonstrates ability to maintain confidential information
• Friendly and service-oriented

Preferred

• Experience working with a wide diversity of individuals
• Possesses familiarity with Indiana University student records and services or similar customer services environments
• Ability to interpret complex confidential information and to provide guidance consistent with the Family Educational Rights and Privacy Act or other state or federal regulations

Working Conditions / Demands

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

Work Location

Bloomington, Indiana

This position is eligible for a hybrid work schedule (mix between in-person 3 days a week and remote 2 days a week), subject to change based on university policy and the business needs of the department.

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Multiple plan options for medical insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure.

Job Classification

Career Level: Intermediate

FLSA: Nonexempt

Job Function: Student Services

Job Family: Student Services Generalist
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Posting Disclaimer

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at iups@iu.edu or by visiting IUPD.

Contact Us

Request Support
Telephone: 812-856-1234

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