Title: Service Center Veterans Services Associate

Employee Classification: Clerical & Secretarial

Institution: System Office

Department: Service Center/Office of Strategic Enrollment Management

Campus Location: Tennessee Board of Regents System Office

Job Summary

The Veterans Services Associate is responsible for ensuring appropriate assistance is provided to institutions related to the veterans educational benefits processing and in compliance with all applicable institutional, TBR, State, and Federal regulations, policies, and guidelines. In consultation with the Director of Veteran Enrollment and Benefits and Associate Vice Chancellor for Enrollment Operations, this position manages military-affiliated student information for the technical colleges. The Veterans Services Associate works closely with the institutions of the TBR system and is expected to provide a high level of customer service to all institutions served.

This position may have the opportunity to work remote within the state of Tennessee but with periodic visits to the TBR System Office (Nashville, TN) at the employee's expense.

Job Duties

• 80% - Military-Affiliated Student Information • Responsible for the management of all official TCAT military-affiliated student portal information including the DOD (Department of Defense) MOU (Memorandum or Understanding) portal, Tuition Assistance portals for all branches of Service, MyCAA portal, and other relevant state and federal databases. • Responsible for error resolution related to military-affiliated student compliance processes and data-entry. • Assists with maintaining periodic compliance and reporting schedules for TCATs. • Manage incoming assistance requests related to military-affiliated students from TCATs. • Compile and maintain federal, state, SEM, and TBR compliance reporting as needed. • Assists with military-affiliated grant reports, budgeting, processes, and reviews. • Assist with the coordination of military-affiliated student processes, data, reports, and operations related to a CRM program. - (Essential)
• 15% - Customer Service • Assist the Director of Veteran Enrolment and Benefits creating, maintaining, presenting, and documenting compliance and best practices training as needed. • Field campus questions and research federal, state, and TBR compliance regulations, policy, and procedure. • Work cooperatively and effectively with other TBR departments. • Communicate to employees and administration regarding military-affiliated student related issues and solutions. - (Essential)
• 5% - Other Duties • A personal commitment, with assistance from TBR leaders, to devote time to growing and developing as a leader and a colleague. • Performs additional duties as assigned. - (Marginal)

Minimum Qualifications

• Bachelor’s degree and a minimum of 2 years of related work experience OR an Associate degree and a minimum of 5 years of related work experience OR a comparable combination of education and experience.
• Experience and familiarity with military-affiliated students – veterans, active-duty, family members.
• Experience working in student services in a technical college, community college, university setting or system.
• Experience with Banner or similar ERP system.

Preferred Qualifications

• Experience with DOD MOU, Federal and State Tuition Assistance.
• Experience within a shared service operating environment.
• Experience or training in Windows operating system and Microsoft Office 365 applications.
• Experience in developing and implementing training and/or workshops for functional users.
• Experience with LMS and CRM systems.

Knowledge, Skills, and Abilities

• In-depth knowledge of college or university student services, veterans affairs, and reporting requirements
• Broad knowledge of federal and state laws and guidelines
• A willingness and passion to learn new hardware and software systems that are consistent with duties
• Ability to effectively analyze data and inquiries, think critically, and make appropriate decisions
• Effective organizational and time management skills
• Ability to work as part of a team or work alone without close supervision
• Ability to communicate effectively, both in writing and orally.
• Ability to understand customer needs and provide quality service
• Ability to maintain confidentiality in compliance rules and regulations, including HIPAA and FERPA guidelines on the disclosure of information

Physical Demands / Working Conditions