Welcome Express Guest Services Representative

PLEASE NOTE, WE DO NOT REVIEW APPLICATIONS SUBMITTED THROUGH MASSCAREERS. PLEASE APPLY VIA THE LINK BELOW:

https://necc.interviewexchange.com/jobofferdetails.jsp?JOBID=197539

About Northern Essex Community College:

Northern Essex Community College (NECC) serves more than 5,000 students annually across its campuses in Haverhill and Lawrence, Massachusetts, conveniently located within easy reach of Boston and the scenic beaches and state parks of New England's coastline. Recognized as one of the 2026 Most Promising Places to Work in Community Colleges by NISOD (National Institute for Staff and Organizational Development), NECC's success is driven by a mission-centered culture and a highly engaged workforce. As the first federally designated Hispanic-Serving Institution in New England, NECC remains committed to fostering a diverse, equitable, and inclusive workplace that reflects and supports the communities it serves.

Rooted in the Merrimack Valley, NECC plays a vital role in strengthening the region through workforce development, expanded access to affordable higher education, increased degree attainment, and strong partnerships with businesses.

NECC employees are united by a shared commitment expanding access to educational opportunities, supporting students in completing their academic journey in a timely and equitable manner, and preparing graduates for long- term success in the workforce. The college invests in its people through ongoing professional development opportunities, collaborative leadership, and a supportive work environment.

*Job Description:*

POSITION: Full-Time Welcome Express Guest Services Representative (EDP Entry Operator IV): Welcome Express; Haverhill Campus; 37.5 hours per week, Monday through Friday, 9:00am - 5:00pm; AFSCME Unit I Position.

SUMMARY: Reporting to the Director of Enrollment Operations and Welcome Express, the Welcome Express Guest Services Representative is responsible for providing customer service and support to key constituents (internal and external) in areas related to both financial aid and student accounts. This candidate may be required to work up to two late evenings a week (10am - 6pm schedule), which is subject to change based on the needs of the office. This position may also require Saturdays and late evenings during peak enrollment periods during the fall and spring semesters. The candidate's primary work location will be on the Haverhill Campus, but due to staffing needs, might also work on the Lawrence campus, for the Student Financial Services Welcome Express, and will work with other members of the Student Financial Services Team, as well as other team members of Enrollment Services on both campuses.

**RESPONSIBILITIES: **

The responsibilities include, but are not limited to the following:

• Provide outstanding customer service to students, families, staff and faculty in person, on the phone, by e-mail.
• Assist with escalations related to SFS matters from call center.
• Perform data entry, filing, and processing for Financial Aid & Student Accounts, including scanning and indexing all forms, requested transcripts, etc.
• Guide students through the financial aid process, completing all the necessary forms, while checking for accuracy and completeness.
• Referring students to Student Financial Services Counselors (financial aid and student accounts) in Haverhill and Lawrence, as needed.
• Assist with the processing and acceptance of payments for student accounts, including, but not limited to cash, credit card, and check payments.
• Adjusting student fees to reflect proper charges.
• Help guide students with FAFSA completion, Entrance Counseling and Master Promissory Note Completion, Health Insurance Waivers, setting up of Payments Plans, and Understanding of Bills.
• Review and follow up with students as needed.
• Help perform the daily functions of Student Financial Services.
• Performs various administrative tasks associated with projects related to Student Financial Services.
• The Classification Specification is available at: https://www.mass.edu/shared/classificationspecs/specspers/EDP Entry Operator.doc