Records Services Supervisor, Student Central

Department

STUDENT CENTRAL (BL-SCTR-IUBLA)

Department Information

The Office of Enrollment Management (OEM) serves Indiana University (IU) Bloomington by recruiting, enrolling, and supporting students throughout their academic journey. We are deeply committed to transforming students' lives through equitable access, meaningful engagement, and student success. Our goal is to be the most innovative, strategic, and visionary enrollment management team in the nation. With a strong commitment to belonging, access, and opportunity, OEM collaborates with campus partners to help make IU Bloomington the best possible environment for all students.

Student Central is a 1-stop service center designed to support students and their families through the complexities of enrollment. We provide integrated and comprehensive customer service related to admissions, scholarships, financial aid, student billing, class registration, and student records. Services are offered in person, by phone, by email, and online to ensure accessibility and convenience.

Job Summary

The Operations Specialist supports students across multiple service channels with primary responsibility for email management, in-person assistance, and live chat, as well as phone support when needed. The role includes maintaining an assigned annual project and requires strong problem-solving skills, attention to detail, and the ability to handle more complex and varied student cases. This position balances daily service demands with ongoing operational tasks while ensuring accurate guidance on admissions, financial aid, registration, scholarships and billing.

Department-Specific Responsibilities

• Delivers high-quality, in-person, phone, and email support to students, families, and third parties, with a focus on resolving complex or multi-faceted issues
• Provides holistic advising and front-line problem solving in the areas of financial aid, billing and payments, student records, and registration
• Investigates and resolves complicated student issues that may involve multiple departments or university systems
• Ensures accuracy and completeness of information and supports the efficiency of daily operations
• Represents Student Central at on-campus and off-campus outreach events, fostering relationships with students and community members
• Utilizes various university systems, including the Student Information System (SIS), Indiana University Information Environment (IUIE), and Kuali Financial System (KFS), to interpret data and assist students effectively

General Responsibilities

• Hires, trains, schedules, and monitors work product of data entry staff; ensures accuracy and completeness of operations; ensures smooth flow of operations
• Oversees processing of all employee and payroll forms
• Serves as informational resource to staff; provides technical guidance; assists staff in resolving problems involved with operations; answers staff questions regarding policies and procedures
• Responds to outside inquiries regarding operations; investigates and resolves problems, complaints, or discrepancies
• Monitors inventory of office supplies and forms; orders as necessary
• Compiles and analyzes data entered and prepares any needed reports
• Analyzes operations and makes recommendations on improvements
• Oversees the maintenance of any required files
• Evaluates forms used in collecting data; recommends improvements

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED)

Preferred

• Completion of 2 years of college coursework

WORK EXPERIENCE

Required

• 4 years in customer service, higher education, or related field

Preferred

• 2 years of experience working with complex data and/or in a records data services environment that required both customer service and data interpretation

SKILLS

Required

• Proficient written and verbal communication skills
• Maintains a high degree of professionalism
• Demonstrates time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Highly thorough and dependable
• Possesses a high degree of initiative
• Ability to build strong customer relationships
• Demonstrates ability to maintain confidential information
• Effective interpersonal skills
• Demonstrates analytical skills

Preferred

• Experience working with individuals from a wide variety of backgrounds
• Prior experience in a role requiring high organizational skill, discretion, and diplomacy
• Familiarity with Indiana University student systems and services or similar higher education environments
• Knowledge of Family Educational Rights and Privacy Act (FERPA) and other regulations related to student privacy and data handling

Working Conditions / Demands

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

Work Location

Bloomington, Indiana

This position is eligible for a hybrid schedule (mix between 2 remote workdays and 3 in-person workdays), subject to change in the future based on university policy and business needs.

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Comprehensive medical and dental insurance
• Health savings account with generous IU contributions
• Healthcare and dependent care flexible spending accounts
• Basic group life insurance paid by IU
• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death and dismemberment insurance
• Base retirement plan with generous IU contributions, subject to vesting
• Voluntary supplemental retirement plan options
• Tuition subsidy for employees and family members taking IU courses
• 10 paid holidays plus a paid winter break each year
• Generous paid time off plans
• Paid leave for new parents and IU-sponsored volunteer events
• Employee assistance program (EAP)

Learn more about our benefits by reviewing the IU Benefit Programs Brochure.

Job Classification

Career Level: Mastery

FLSA: Nonexempt

Job Function: Student Services

Job Family: Student Services Generalist

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Posting Disclaimer

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at iups@iu.edu or by visiting IUPD.

Contact Us

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Telephone: 812-856-1234