Enrollment Agent I

JOB TITLE:            Enrollment Agent I

REPORTS TO:     Branch Manager

                Statement of Position/Position Summary

The Enrollment Agent I (EA I) supports Enrollment Solutions Operations through participation in commercial, state, federal programs; and/or consumer sales of identity related products and services. The employee performs electronic fingerprinting functions according to the commercial, state, or federal customer’s program requirements. This position is a trainee role and the incumbent will be introduced to various processes, taught how to operate various fingerprinting machinery, and trained to navigate the various add-on products and services offered through the retail program as well as through specialized computer software databases.

                Qualifications and Education Requirements

·         High School Diploma or equivalent degree

·         Minimum one (1) year applicable experience

·         Proficiency in Microsoft Office Suite is required

·         Previous experience processing credentials preferred

·         Previous sales experience preferred

·         Strong interpersonal and business partnering skills.

·         Good judgement and decision-making skills.

·         Must be well organized, accurate and attentive to detail.

·         Excellent communication, public relations and follow up skills.

·         Must be able to work independently and have strong written and verbal communication skills.

·         Evening and weekend work may be required

·         Must be at least eighteen (18) years old

·         Must be a US Citizen

Knowledge, Skills and Abilities:

·         Customer and Personal service- Knowledge of principals and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

·         Technology-Knowledge of electronic equipment, computer hardware, and computer software, including applications and data entry.

·         Clerical- Knowledge of administrative and clerical duties, such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures.

·         Monitoring- Monitoring/Assessing performances of self, other individuals, and/or outside organizations to make improvements or take corrective action.

·         Integrity- Job requires ethics and honesty

Essential Job Functions (Includes but is not limited to):

·         The following cognitive or mental requirements are necessary on a daily basis.

o   Provide superior customer service to internal and external customers.

o   Perform basic maintenance and troubleshoot issues with fingerprinting and retail equipment, including computer hardware and software.

o   Obtain successful customer fingerprint images and capture biometric information to meet or exceed program standards.

o   Verify customer identity and scan required documents into database system.

o   Successfully complete required biometric and data capture processes and paperwork on each customer.

o   Identify win-win opportunities to provide more products and services to customers.

o   Create opportunities to add value for customers through the upselling of retail products and services (if applicable).

o   Perform at or above Enrollment Agent performance benchmarks. Adhere to all company and departmental employment policies regarding security and confidentiality.

o   Adhere to all company and departmental policies relating to Enrollment Center standards, including adherence to signage, branding, and employee attire policies.

o   Performs Enrollment Center Sustainment responsibilities on a daily basis.

o   Perform administrative duties such as time keeping, shift schedules, daily activity reports, card inventory, equipment inventory, and requisitioning supplies.

o   Represents the company and the program(s) that are supported in a professional and customer-oriented manner.

o   Support Customer Service Registration and Reservation activities, as necessary.

o   NOTE: In addition to the Essential Functions, also performs similar work-relate duties as assigned.

Travel Requirement, Working Conditions and Physical Demands:

                Travel requirement, such as:

·         Ability to travel locally for activities such as a backfill at local enrollment locations, meetings, classes, and workshops.

·         Occasional overnight travel as required; should not exceed 25% of the time.

Working conditions such as:

·         General office environment. The work area is adequately lighted, heated, and ventilated.

Physical Demands, such as:

·         Office environment where the employee may be required to stand, sit or a combination of both standing and sitting to do the work. Some walking, standing, bending, reaching, and carrying light items such as papers, books, small parts; driving an automobile, etc. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone and other office equipment.

·         The work requires light physical effort with frequent lifting and/or moving of materials in the 10-30 pound range and occasional lifting up to 50 pounds. Requires manual dexterity and ability to manipulate small objects. May require normal range of hearing and vision to operate machinery.