Generalist (NCAA, Information Services, Degree Works) at InsideHigherEd

S3040

014222

Student Services Specialist

Generalist (NCAA, Information Services, Degree Works)

Staff

Located in North Carolina’s third largest city, UNC Greensboro is among the most diverse, learner-centered public research universities in the state, with 18,000 students in eight colleges and schools pursuing more than 150 areas of undergraduate and over 200 areas of graduate study. UNCG continues to be recognized nationally for academic excellence, access, and affordability. UNCG is ranked No. 1 most affordable institution in North Carolina for net cost by the N.Y. Times and No. 1 in North Carolina for social mobility by The Wall Street Journal — helping first-generation and lower-income students find paths to prosperity. Designated an Innovation and Economic Prosperity University by the Association of Public and Land-grant Universities, UNCG is a community-engaged research institution with a portfolio of more than $67M in research and creative activity. The University’s 2,600 staff help create an annual economic impact for the Piedmont Triad region in excess of $1B.

In support of the mission of UNC Greensboro, the University Registrar’s Office fosters student success and cultivates exemplary student experiences for all University constituents related to academic records, policies, and regulations.

Reporting to the Senior Assistant Registrar, the Student Services Specialist position serves as the primary NCAA certifying officer for UNCG/University Registrar’s Office; reviews final grades/degree progress for student athletes to ensure they have met academic eligibility based on rules/requirements, coordinates with Athletics Office regarding the NCAA certification process and monitors academic records for any change that could affect eligibility/degree progress. This position also serves as the first point of contact within the Registrar’s Office and provides the highest level of customer service in all interactions with students, faculty, staff, parents/families and community members. Additionally, this position will collaborate with the Degree Works team to ensure delivery of degree planning/tracking services. To that end, this position assists with processing curriculum substitutions and waivers, provides functional support to students/faculty/staff, participates in the roll out of Degree Works enhancements to campus constituents, assists with facilitating training workshops and supports consistency between Degree Works and the University Catalog.

BACHELOR’S DEGREE; OR EQUIVALENT COMBINATION OF TRAINING AND EXPERIENCE. ALL DEGREES MUST BE RECEIVED FROM APPROPRIATELY ACCREDITED INSTITUTIONS.

• 1 year of related work experience
• Experience in Higher Education
• Knowledge and expertise in the concepts, principles, and practices related to NCAA and policies that govern its practice and implementation
• Ability to meet strict timelines/deadlines
• Experience with Banner, Canvas, WebFocus, Degree Works and Starfish
• Problem solving, written/verbal communication, teamwork, customer service, multitasking, prioritization, confidentiality/discretion, autonomy

If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

Applicants are required to upload a list of at least three (3) professional references that includes:

1. Name
2. Company Name
3. Type of reference (Professional, Supervisor, Colleague, Academic, or Personal). One (1) of those references will need to be a current or previous supervisor.
4. Email Address
5. Contact Phone Number

$45,000 - $47,805

University Registrar's Office - 10204

8 A.M - 5 P.M., M-F, some evenings and weekends may be required

12

Information & Education

Student Services Specialist

10/31/2025

11/14/2025

1.000

Non-Exempt

NCAA Certification

• Serve as primary NCAA certifying officer for UNCG/University Registrar’s Office.
• Review final grades and degree progress for student athletes at the end of each term to ensure students have met the NCAA academic eligibility rules and requirements.
• Coordinate with the Athletics Office regarding NCAA certification process.
• Complete necessary NCAA reports and paperwork in an accurate and timely manner. Work with Athletics Office regarding students that are not compliant.
• Monitor all academic records for student athletes for any change that could affect NCAA academic eligibility and/or degree progress.
• Coordinate with both the Office of Admissions and Transfer Articulation Team regarding incoming athletes.
• Work with ITS to develop reports to assist with monitoring records of student athletes.
• Analyze reports/data to improve certifying process.
• Analyze current business processes and existing policies and make recommendations to drive continuous improvement in the NCAA area.
• Identify, develop, and maintain standard procedures/documentation for NCAA.
• Train/cross-train/mentor/support new staff members in the area.

Information Services/Frontline Customer Service

• Act as first point of contact for students, faculty, staff, parents/families, and community members to provide one-stop service with the Registrar’s Office. Provide the highest level of customer service in all interactions including professional verbal and written communication.
• Provide knowledgeable support through registration, records, scheduling, curriculum, transcript, and record procedures to ensure student expectations and requirements are easily understandable.
• Navigate each individual student/staff/faculty situation by applying a complex set of academic policies and procedures, while maintaining a seamless student experience.
• Serve as an advocate for students while using professional discretion and judgement in referring students to the next level of support when necessary.
• Maintain composure when faced with difficult situations.
• Provide timely responses, accurate information via phone, email, in person.
• Analyze problems, identify solutions and take appropriate action to resolve issues using independent judgement and decision-making processes.
• Appropriately multitask, organize, prioritize and track multiple projects/tasks through to completion with a high degree of attention to detail.
• Work independently while contributing to a team environment.
• Establish/maintain effective working relationships with campus community.

Degree Works

• Assist with processing substitutions/waivers associated with student curriculum modification forms. Resolve issues through collaboration with advising team. Ensure substitutions/waivers are processed in a timely manner.
• Assist with running/reconciling exception reports.
• Work within the Degree Works team to implement new functionality and assist with testing.
• Support curriculum tracking/mapping and maintain consistency with the University Catalog.
• Assist with responding to emails via the generic Degree Works account.
• Assist with facilitating training workshops and creating user documentation/videos.
• Assist with documenting/maintaining internal process documentation.

General

• Represent the University Registrar’s Office at campus events.
• Other duties as assigned.

Managing Work Processes

• Ability to communicate and work with employees to gain understanding of a commitment to set work standards, processes, and procedures.
• Ability to provide ongoing feedback to employees on performance expectations and identifies and suggests areas of improvement.
• Ability to create and facilitate learning opportunities that may include active participation, networking with colleagues in other organizations or attending in-house training on related systems operations.
• Ability to provide directional input on program services.

Journey

Decision Making

• Knowledge and use of effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions.
• Ability to take action consistent with available facts, constraints, and anticipated consequences.
• Ability to analyze and synthesize relevant policies and legislation, and apply them across a variety of situations.

Journey

Coordination-Operations

• Ability to coordinate and manage a broad scope of work operations and processes to meet programmatic expectations and outcomes.

Journey

Program Management

• Ability to identify and understand student service issues, client needs, and matters of a recurring nature to effectively address and resolve the issue.
• Initiate creative programming to engage student participation.
• Ability to collect, research, and analyze information for processing, monitoring, or measuring data. Ability to develop some internal processes and prioritizes workload.
• Ability to generate non-standard reports.
• May require ability to function as a team member of more than one student service program team or specific area of expertise.
• May require ability to assign and review the work of others.
• Ability to mentor and assist others in various areas of technical expertise.
• Ability to conduct training for groups and individuals.

Journey

Client/Customer Service

• Ability to develop and maintain effective working relationships with client/customer in order to initiate, facilitate and complete work in assigned student service program area.
• Ability to independently interpret policy and procedure within delegated authority when responding to client/customer requests and non-standard issues.
• Ability to recognize how individual decisions impact other program areas and their goals.
• Ability to employ de-escalation techniques and conflict management strategies when appropriate. Ability to understand the role of clients in their work environment.

Journey

Information/Records Administration

• Ability to perform research, data collection, and analysis of information, and report writing.
• Ability to utilize, reconcile, and manipulate data from different internal and external software systems.
• Ability to apply an in-depth knowledge of program specialty or multiple program areas to improve existing programs or develop new programs.

Journey

Managing Work and Performance

• Ability to review work of student workers and staff upon completion to assess and problem solve.
• Ability to review accomplishments of the unit over a short-range period to insure that performance and service meet the required standards.

Journey

Reading - F, Writing - F, Vision-Visual inspection - F, Hearing - F, Talking - F

Inside - C