Admission and Enrollment Specialist II

Admission and Enrollment Specialist II - Arlington, VA 

Background:

Kent, Campa and Kate Incorporated (KCK) is a federal contracting company that provides professional services to Government Agencies. We are currently seeking candidates for a full-time Admission and Enrollment Specialist II position in Arlington, VA supporting the National Foreign Affairs Training Center (NFATC), formerly the Foreign Service Institute (FSI).

Position Summary:
The Admission and Enrollment Specialist II position supports the The Office of the Registrar at NFATC. The REG Office:

1. Establishes and enforces the enrollment and admissions policies and procedures covering State and customer agencies, and directs and coordinates activities to authorize and process all enrollments of personnel and eligible family members of the Department of State and other agencies and groups to NFATC training;
2. Serves as the clearinghouse for all enrollments into external training (including conferences, seminars and workshops) for State Department personnel;
3. Operates and maintains a computer-based enrollment and training registration system that serves as the Department’s corporate database for training;
4. Serves as the principal distance learning coordinator for the Department of State;
5. Provides and/or facilitates services to support students who are in NFATC training;
6. Develops the annual Schedule of Courses and processes annual reports of training;
7. Issues official transcripts, as requested, to students (current and former), colleges, universities and others related to training completed at NFATC;
8. Provides department student travel services; and
9. Administers payroll and long-term student time and attendance services.

Required Qualifications:

• Bachelor’s Degree and a minimum of 5 years professional office experience - OR - 3 years as an Admission and Enrollment Specialist I/Program Assistant II.  
• Active Secret Security Clearance.
• Proficient use of office equipment, laptop, MS Office, and Google products.  
• Experience with workflow systems such as ServiceNow, Peoplesoft, Salesforce, etc. 

Preferred Qualifications:

• Salesforce experience to include: 
  • Workflow Automation for Service  
  • Approval Process Workflow  
  • Public Sector Solutions  
  • System navigation  
  • Customer service ticketing, routing, and resolution 
• Work experience in an educational or training institute. 

Duties and responsibilities (including but not limited to): 

Communication and Customer Service

• Manage electronic, virtual, telephone, and in-person communication to students, training officers, and human resource officers to achieve timely contact and enrollment.  
• Communicate course and/or records status to students and staff to ensure understanding.  
• Advise students on educational opportunities, program eligibility requirements, academic policy, admission process, enrollment process, class attendance, transcript options, and crediting policies.  
• Ensure students are aware of deadlines, application procedures, and tuition requirements.  
• Analyze customer inquiries and direct customers to appropriate institutional resources, e.g. directions to general campus locations, IT assistance, human resources, cafeteria, parking, childcare applications, lost and found, other general services, disability resources and reasonable accommodations, badging assistance, and other campus services.  
• Obtain and retain information needed to provide accurate responses to customers.  
• Assess complex student concerns, resolve discrepancies independently, and elevate difficult cases to team lead for assistance.  
• Establish and maintain positive and effective communication channels with NFATC components, fostering interactions pertaining to student inquiries, complex course offerings with prerequisites, and course offering closeout.  

Processing, Policy, and Procedure

• Accurately enter and maintain information in the Student Information System which is the official training record of the Department that populates numerous Department databases.  
• Identify and resolve situations where the Student Information System does not have complete records.  
• Interpret, articulate, and implement guidance; review documentation for the purpose of making admissions, enrollment, and tuition decisions according to policies and procedures.  
• Using the Student Information System, technically review applications, including verifying eligibility, managing student admission, completion of required fields, enrollment into the necessary course required for a student’s assignment, track completions, generate transcripts, produce regular reports, and monitor metrics.  
• Proactively conduct comprehensive reviews of pending actions related to the components, ensuring seamless course closeout procedures.  
• Determine decision for tuition reimbursement for cancellations, incompletions, and no-shows within established guidelines. Elevate unclear or difficult situations to a Team Lead when necessary.  
• Exercise discretion in handling confidential and personnel-sensitive information, adhering to the Department of State’s protocols for Personal Identifiable Information (PII) identification and distribution.  
• Develop and update reference materials work instructions, and process flowcharts.  
• Work independently for most customer service cases. Manage assigned tasks in accordance with approved internal processes.  

Technology

• Experience with workflow systems to include creating list views, establishing customer tickets, creating and running reports, and interpreting dashboard information.  
• Execute intricate data entry across diverse applications, encompassing proprietary and non-proprietary tools like MS Office products, Google products, Cornerstone OnDemand, Skillsoft, Salesforce, Peoplesoft, and ServiceNow.  
• Provide Tier 1 customer support to students and staff. Assist customer remotely to navigate an electronic process or website to include admission, enrollment, transcripts, and completions. Assists with stock answers for basic technical issues. Enter and manage customer service inquiries and tickets via Service Now, Microsoft, or Salesforce technology.  
• Efficiently operate and assist customers with operating a computer, connection to WIFI, logging into a google meet, displaying digital signage, using a copier and scanner, along with other standard office equipment.  

Collaboration

• Mentor and train new staff on policies, procedures, and technology. Encourage positive and professional relationships with colleagues and larger workplace.
• Demonstrate proficiency in collaborative teamwork as well as independent task management following approved internal procedures.
• Proactively seek professional development opportunities to increase knowledge, skills, and abilities to include Salesforce Training Badges.

Application Notes:

• Please provide a resume to include the duties and responsibilities performed for each previously held position.
• Please provide three (3) professional references on your resume.
• Applicant must currently be authorized to work in the United States on a full-time basis and be a U.S. citizen.

Kent, Campa and Kate Incorporated (KCK) is an equal opportunity employer. KCK does not discriminate against employees and applicants on the basis of race, color, religion, sex, ancestry, national origin, gender, sexual orientation, marital status, age, disability, gender identity, results of genetic testing, veteran status, or any other status protected by federal, state, and local law.