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Job Req ID:  10071

CTY Online and Operations Specialist

The Johns Hopkins Center for Talented Youth is a nonprofit dedicated to identifying and developing the talents of academically advanced K-12 students around the world. We provide today’s brightest students with fun, challenging courses; a community of engaged learners; and a strong foundation for future success in college and their careers. Want to join our team? We’re looking for mission-driven problem-solvers who can thrive in CTY’s diverse, collaborative, fast-paced, and results-driven work environment. We value innovation, creativity, integrity, and a shared commitment to the bright young people we serve. In return, we offer employees the opportunity to be part of the Johns Hopkins community and to take advantage of our generous benefits package, which includes affordable health-care options and tuition assistance for employees and their families.

General Summary/Purpose:

This full-time position supports the seasonal needs of Online Programs Registration and general CTY registration needs. From April through October of the year, this position will support online programs registration and enrollment activities by supporting prospective and returning students through providing general program information, guidance on course placement and course load, and assistance with managing student enrollment.

From November through March, this position will support enrollment activities related to Summer Programs registration. This position develops, generates and maintains student data, reports and metrics in the student information system of record.   This position is responsible for providing excellent customer service through effective communications for parent relations.  

CTY Online Programs (April – October)

The Academic Services Specialist provides support for academically advanced students seeking online coursework at the Center for Talented Youth (CTY). The Coordinator supports prospective and returning students by providing general program information, guidance on course placement and course load, and assistance with managing student enrollment.

Responsibilities:

  • Communicate frequently with parents and students, via phone and e-mail, to provide detailed information pertaining to CTY Online Programs. Answer inquiries regarding eligibility requirements, session dates and deadlines, tuition and fees, and instructor involvement.
  • Counsel CTY families on online course selection. Provide placement testing and writing sample instructions when applicable. Working at the direction of academic Program Managers, match students with optimal courses by identifying students’ interests, strengths, and assessing program eligibility. Ensure that students are aware of expected time commitments when seeking heavier course loads.
  • Guide families through the course registration process. Confirm that students meet prerequisites and arrange to submit necessary documentation, such as test scores or transcripts, to CTY.
  • Advise families on how to manage student enrollment to best fit students’ schedules. Offer directions on how to adjust enrollment dates or pause, extend, audit, or switch courses depending on individual student needs. 
  • Address and triage customer concerns. Refer calls/emails to the appropriate Program Manager or Supervisor for matters requiring specialized expertise or a higher level authority.
  • Coordinate with the Operations team and Program Managers to swiftly resolve problems related to course access and instructor changes.
  • Compose and maintain email templates to ensure accurate and efficient delivery of routine messages.
  • Systematically track call/email volume and types of inquiries.
  • Update email records in the student database and learning management system.
  • Provide administrative assistance to the Assistant Program Manager and Senior Program Manager of Computer Science and Operations.
  • Provide support as needed for department projects.
  • Proofread and edit course completion documents.
  • Fill in for Operations staff during absences. 

Registration (November – March)

The Academic Services Specialist supports the Registration, Financial Aid and Student Services functions for students and their families throughout the entire enrollment process for all of CTY’s Academic and Online Programs. This position develops, generates and maintains student data, reports and metrics in the student information system of record. This position is responsible for providing excellent customer service through effective communications for parent relations.  As a functional lead for registration and/or financial aid, the Enrollment Specialist must understand CTY’s mission, student/parent population and life cycle for enrollment.      

Responsibilities:

  • Coordinates all registration functions such as: new and returning student registration, add/drop, enrollment certifications, cancellations for non-payment, reinstatements and withdrawals
  • Coordinates all financial aid applications, and ensures applications are complete and not missing any information necessary for the awarding process
  • Process related student services to include travel arrangements, special on-site accommodations and related student needs
  • Assists in processing all registration and financial aid functions
  • Maintains student records in the student information system including data entry and batch processing of applications
  • Prepares requests for student academic records including certificates, student course evaluations, and official academic records
  • Coordinates student travel arrangements with parents and JHU Travel
  • Communicates with parents as necessary to request outstanding information or for other related enrollment initiatives via email, telephone or fax
  • Provides customer service to assist parents/guardians with all phases of the enrollment process
  • Delivers efficient and high quality service
  • Resolves problems in a timely manner and escalates as necessary
  • Provides substantive reports, quality control and data analysis
  • Provides timely turnaround to requests for information
  • Works closely with IT, Summer and Online Academic Programs, and Recruitment
  • Serves as a primary tester for enhancements to database systems
  • Supports the Director of Enrollment Services and Assistant Directors of Registration and Financial Aid in developing/documenting policies and procedures, as well as training materials 
  • Assists with the training of new employees as needed 
  • Keeps abreast and follows all applicable state, federal and international guidelines applicable to the privacy and data security of student academic records
  • Performs work in assigned functional area as necessary for work volume for registration, financial aid and student services

Other Duties

  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice. 

Minimum Requirements:

High School Diploma/GED required.  Bachelor’s degree strongly preferred.

Three years’ administrative/academic related experience required. Four or more years preferred.

Experience in registration, financial aid or student records preferred

Proficient with SharePoint and effective use of advanced software applications

Required Special Skills and Knowledge:

  • Outstanding customer service skills including effective listening
  • Excellent interpersonal skills with ability to work collaboratively as part of a team
  • Ability to work effectively with staff, parents and students from a variety of diverse backgrounds
  • Familiarity of federal, state and local laws and regulations pertaining to student privacy
  • Exceptional verbal, written and interpersonal communication skills
  • Demonstrated organizational skills with proven ability to prioritize workload
  • Microsoft Office Suites with advanced Excel skills
  • Adaptable to changes in technology
  • Ability to analyze and collaborate on innovative solutions and the implementation of solutions
  • Bi-lingual skills preferred

Technical Qualifications or Specialized Certification:

Experience working within a learning management system a plus.

Physical Requirements for the Job:

  • Ability to sit in a normal seated position for extended periods of time
  • The incumbent will be required to communicate regularly via telephone and face to face with internal and external customers and must be able to exchange accurate and timely information in these settings
  • Position also requires a degree of mobility common to working in an office environment; bending, kneeling or standing during events and presentations may be required.
  •  Frequent communication with internal and external customers and must be able to exchange accurate information in these situations verbally and in writing.
  • Occasional movement about the office to access file cabinets, office machinery, various workstations, etc. including movement from floor to floor using elevators and stairs.
  • Constantly operates a computer and other office productivity machinery, such as a copy machine and printer.  Dexterity of hands to operate a computer keyboard, mouse pad and other office machinery.

Supervisory Responsibility:  N/A

Additional Information:

  • Applicants must be authorized to work in the US.
  • The successful candidate(s) for this position will be subject to a pre-employment background check.
  • All employees participating in or serving children in University programs must participate in mandatory Child Abuse Prevention online training on the appropriate conduct around children, protecting children from abuse and neglect, and reporting of known or suspected child abuse and neglect.

Classified title: Academic Services Specialist

Role/Level/Range: ATO/02/OE

Starting Salary Range: $16.91 – $26.00/hour 

Employee group (Full time/Part-time/Limited/Casual): Full Time

Employee subgroup (FLSA Status): Non-Exempt

Personnel area (School): Center for Talented Youth 

Department name: CTY Online Programs/Registration

Schedule (hours/days): Monday- Friday, 8:30am – 5:00pm

Location: Mount Washington Campus 

 

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work.  Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Equal Opportunity Employer
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http://hrnt.jhu.edu/legal.cfm

 

Mount Washington Campus

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