The Student Services Specialist, reporting to the CIO of the Information Technology Department of TBR, serves as the primary support instrument and point of contact for student services tasks assigned to the TBR Central Office. They will be empowered to make architecture and configuration changes of the Banner system to meet the needs of stakeholders serving students across the TBR system. They will also serve as the Subject Matter Expert for any projects of initiatives that affect Banner and Student Support. They will work with technical and functional users on the campuses and in the TBR Central Office to communicate and address the needs of all institutions’ student support staff.
The ideal candidate should have an in-depth knowledge of both the TBR/TCAT student support processes and institutional needs as well as an understanding of Banner and all the supporting applications in use to support the single MEP instance of Banner. The Student Services Specialist will be required to both perform Banner configuration updates to programs of study as well as work to identify new requirements and document specifications to pass on to the Technical staff. Program changes, reporting, data governance, training and ongoing project tasks will all be expectations of this role. As a student support instrument, they will provide auxiliary support for those campuses lacking knowledge or staff to perform the required functions of Student Services using Banner.
Working with the individual campuses and where required set up new year, verification changes, and comment code updates; complete new year roll; complete configuring of financial aid data; connect ISIR records with Student files; contact students regarding missing documentation for ISIR; work with campuses to set up packaging groups, configure award rules, fund code setup, and budget group configuration; support campus staff in assigning budget and financial aid packaging groups; assist campus staff to run the process to package students.; aid in the review of all financial aid packaging; run over award report for all campuses; set up fund codes and develop communication for disbursements; review outputs and funds for reconciliation purpose; run all scholarship processing and awarding, including eligibility, awarding, census, and end of term data and downloading files from external scholarship organizations; Initiate draw down of federal financial aid funds (e.g., Tennessee State G5 Funds, Tennessee Promise, and Lottery Scholarship Funds, eGrands); review outputs from scholarship processing, certify student eligibility, and make any award adjustments; request reconciliation file, review output, compare disbursements between Banner, COD, and Argos; import reconciliation file from COD and award discrepancy report from Argos to compare with Banner; set up Title IV Authorization with appropriate requirements and tracking codes; reviews output and update codes accordingly; run Title IV Authorization forms to facilitate the collection of student authorization; run Title IV Authorization forms to facilitate the collection of student authorization; run forms to process record via batch or manually execute R2T4 calculation to return Title IV funds.
Working with individual campuses and where required initiate workflow to request available student employment positions from departments and offices and uploads to e-repository; review e-repository and processes e-job postings for student employment, set up work study authorization for student in system, set up payroll calendar, verify hours worked / review earnings; set up work study authorization for student in system; set up payroll calendar, verify hours worked / review earnings; run process to determine students who have been overpaid or who have been paid without authorization. Updates paid amounts form payroll information; run process to freeze financial aid hours and state funding; run forms to identify students eligible for financial aid; export file to COD to disburse financial aid;
Working with campuses and where required determine billing schedule and identify (with code) students who should be excluded from related billing transactions; schedule billing process in system, run and uploads bills, print statement (BDM), and mail to students; assign students to payment plans; generate bills for students enrolled in payment plan; send bills electronically; create collection letters and attempt to contact students with outstanding bills; respond to all student queries regarding billing and collections; identify those with outstanding payments / needing collections, send letters, and scan copy; review list of students with outstanding payments and remove any students who should not go to collections; update Bill Code and Delinquency status; run script to send student to Collection Agency; forward payments to collections agency and perform write offs of uncollectable accounts; update student account based on reports from collection agency and receive uncollectable accounts back from agency;
Working with campuses and where required process and send all 1098T Forms; identify refund population and run initial process. Resolve issues, verify amount, and run final process to create refund; maintain and upload refund creation data, support verification process, and complete nightly batch to generate checks; review and confirm refund checks; generate refund check and initiate direct deposit; where direct deposit is undeliverable, follow up with students to update direct deposit information, provide mailing information, or pick up; track checks, issue replacement checks, or cancel checks as requested; scan voided check copies;
Working with campuses and where required download submitted transcripts into Banner via scheduled batch load for Transfer Articulation; identify students needing an advising-required registration hold applied to their record; run script to add Banner registration and advising holds; run batch processing for prospects and applications, including common matching; run batch auto-decision process; run Batch processing for test scores (SAT, Noncourse / proficiency exams);
Working with campuses and where required create new subject code in validation table and new course record in master catalog in Banner; maintain synchronization between Acalog/Curriculog and Banner for updates to new and existing programs and courses; initiate workflow for new course creation and request appropriate course number from TBR;
Working with campuses and where required set up billing rules for third party contracts; create third-party contractor in Banner; generate and archive invoices for third-party contracts; apply contract credits and charges for third party contracts in Banner;
Working with campuses and where required develop a repository of standardized reports user Banner data; run standardized reports using Banner data;
Perform other duties as needed.
Knowledge, Skills, Abilities:
A self-starter who can work with a minimum amount of supervision;
Demonstrated organizational skills;
Demonstrated ability to understand customer needs and commitment to provide quality service;
Demonstrated willingness to work flexible hours and troubleshoot when necessary;
Excellent interpersonal and oral/written communication skills;
A willingness and passion to learn new hardware/software security-related systems that are consistent with duties
Bachelor’s degree in Information Technology or a related field;
2 years of related work experience;
Demonstrated understanding of a two-year college mission;
Demonstrated experience in higher education;
Experience in a computing function with duties in one or more of security; technical support, or customer service;
Experience with service catalogs and service level agreements;
Experience working in both technical support and end-user support environments;
Technical writing and documentation ability necessary.
Demonstrated proficiency with Ellucian Banner;
Strong desire to develop new knowledge and expertise;
Demonstrated ability to analyze problems from multiple points of view, lead consensus building within groups with differing views, translate consensus into planned action.