Specialist

The Transcript and Diploma Specialist position operates as the process owner and expert on transcript and diploma services offered to students. Functions as a key member of the Academic Records team serving as the primary contact for phone calls and relevant departmental emails. Maintains academic and data integrity in relevant systems and reports to provide support to other team members. Other duties include: overseeing all processes related to notary and apostille seal; supervising student workers; managing student documents and folders; and providing excellent customer service to constituents.

Qualifications summary

• Bachelor’s degree preferred or equivalent work experience.
  
• Accuracy and care for details.
  
• Ability to meet deadlines, detail-oriented, organizational ability, and uphold policy.
  
• Customer service skills and a caring attitude.
  
• Respect and appreciation for diversity.
  
• Ability to deal with time-sensitive issues and difficult situations.
  
• Excellent written and verbal communication skills and supervisory experience.
  
• Knowledge of and experience with computer applications, including word processing and spreadsheet packages. Experience with Ellucian Banner and Griggs University system highly valued.

Must be a Seventh-day Adventist in good and regular standing.

Duties and responsibilities

Transcript and Diploma Processes

• Oversees all processes related to Andrews University and Griggs University transcripts and diplomas.
  
• Deals with transcript and diploma issues including holds, denials and charges.
  
• Maintains procedures manual for areas of responsibility including transcript and diploma processes.
  
• Manages inventory for transcript and diploma supplies.
  
• Works with relevant entities internally and externally, including the vendor responsible for producing transcripts (National Student Clearinghouse).
  
• Maintains website information related to transcript and diploma services.
  
• Serves as the notary for the Office of Academic Records overseeing all processes related to notary and obtaining the apostille seal.

Front Office Services

• Functions as the primary contact at the Academic Records Office for the main phone line.
  
• Functions as the primary contact at the Academic Records Office for the transcript and diploma specialist phone line.
  
• Manages email for relevant departmental accounts including but not limited to [email protected] and [email protected].
  
• Provides leadership and sets a high standard of professionalism by providing high quality customer service to students, the general public, and university faculty and staff with a focus on care and being solution-oriented.
  
• Solves problems and troubleshoots when issues arise which are cross-functional in nature within Academic Records.
  
• Is responsible to know the roles and responsibilities of each team member to ensure appropriate routing of calls and inquiries.

Commencement Preparation

• Assists in preparing the printed program and related graduation ceremony materials.
  
• Assists the Grand Marshall on graduation weekends.
  
• Assists in diploma insert preparation.

General Academic Records Functions

• Coordinates the care and maintenance of the office equipment (printers, fax machine, etc) related to transcripts and diplomas.
  
• Oversees physical vaults which contain Academic Records files and supplies.
  
• Serves as backup to the Operations Manager in providing front desk coverage including ID card requests, enrollment and degree verifications, and Canadian tax form requests.
  
• Serves as backup to the Associate Registrar in processing grade entry requests for Credit by Exam, Credit for Prior Learning, and Adventist Colleges Abroad (ACA).
  
• Provides support to Associate Registrar in resolving data errors with the National Student Clearinghouse reporting on monthly basis
  
• Performs other duties as needed or requested.

Supervisory responsibilities

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. The Transcript and Diploma Specialist carries the following specific functions:

• Supervises student workers responsible for the preparation of transcripts, diplomas and answering phones.

Qualifications

Education and experience

• Bachelor’s degree preferred or equivalent work experience in a professional office setting.

General skills

• Accuracy and care for details.
  
• Effectiveness in meeting deadlines.
  
• Ability to remain calm under pressure.
  
• Decision making and problem-solving capacity.
  
• Maintain flexibility with the demands of multitasking.
  
• Strong organizational ability.

Must be a Seventh-day Adventist in good and regular standing.

Technical competencies

N/A

Interpersonal interactions

• Customer service skills and a caring attitude.
  
• Respect and appreciation for diversity.
  
• Ability to deal with time-sensitive issues and difficult situations.
  
• Strong interest in building cooperative relationships.
  
• Excellent interpersonal and oral and written communication skills.
  
• Ability to create, compose, and edit written materials.
  
• Ability to gather data, compile information and prepare reports

Physical demands

The following physical demands are representative of what an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly: Sit, talk, hear and use hands to work with the computer keyboard.
  
• Occasionally: Walk, reach with hands and arms, and stoop and kneel for filing.
  
• Occasionally: Lift and/or move up to 10 pounds.
  
• Vision abilities required: Close vision, and ability to adjust focus.

Work environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Noise level in the work environment is usually moderate.