Canes Central Associate
Canes Central Associate
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Job Description
Current Employees:
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Job Summary
The Canes Central Associate provides direct one-stop support and customer service to current and prospective students parents staff faculty and other constituents as part of a dynamic team in the University of Miamis Canes Central. The Canes Central Associate performs administrative duties that require detailed knowledge of four core areas of operation: registration and records billing and payment financial aid and Cane Card. This position also requires general knowledge of admission Orientation housing dining and other student services. The expectation is the Canes Central Associate will use a holistic approach to counsel students on their financial and enrollment options advise students of various policies and procedures investigate cases and offer sound resolutions to all inquiries presented to Canes Central while providing service and experience excellence.
Job Functions
- Supports a combination of assigned functions by using a holistic one-stop-shop approach to ensure current and prospective students parents staff faculty and other constituents receive the highest-level of customer service and best-possible information on their inquiries related to registration and records billing and payment financial aid Cane Card and various other student services.
- Counsels on enrollment options discusses deadlines explains financial aid awards and requirements advises on financial aid review procedures analyzes and explains account balances discusses refund possibilities creates letters of expense and directs to payment methods online or via the Cashiers Office.
- Collaborates with other campus offices to follow up on referrals eliminate roadblocks reach solutions and deliver coordinated customer care.
- Communicates regularly with students in person and via e-mail live chat and phone and documents each interaction in the Canes Central case management system.
- Serves as a greeter to welcome visitors assess their needs check them in to meet with Canes Central team members and provide referrals to other campus resources as needed.
- Prints new and replacement Cane Cards processes documentation to charge students for replacement Cane Card fees reviews and addresses Cane Card errors and connects with Access Control to resolve access issues.
- Assists with call center operations by taking inbound calls addressing student inquiries and directing callers to open cases via the Canes Central Submit a Case portal when needed and helps with proactive outbound calling texting and general outreach campaigns.
- Accepts cases and works independently to locate information research and analyze solutions convey required actions provide support give regular updates and answer a wide range of general inquiries to reach efficient and effective resolutions.
- Hosts walk ins in person appointments and virtual appointments to address student concerns and holds on to cases for further research and follow up when required.
- Serves as a member on at least one Canes Central committee to explore and enhance specific proactive elements of the Canes Central operation including communication and outreach on-going training one-stop best practices etc. that will enhance collegiality productivity engagement and the overall student experience. Receives reviews and processes documents using established procedures including but not limited to Drop/Add forms transcript requests biographic-demographic forms social security updates readmission forms financial documents etc.
- Understands and abides by the guidelines set forth in the Family Education Rights and Privacy Act (FERPA) and Gramm-Leach-Bliley Act (GLBA) to protect the confidentiality and integrity of all student records.
- Addresses all concerns according to established standards and reports any opportunities for improvement and/or trends identified to Canes Central leadership escalating issues that may affect students enrollment or financial statuses on a broader scale.
- Escalates complex issues to identified Specialists who represent the Office of the University Registrar Office of Student Accounts and Office of Financial Assistance and Employment to assist with processing and compliance issues that necessitate professional decision-making beyond the scope of Canes Centrals business practices.
- Adheres to University- and unit-level policies and procedures and safeguards University assets.
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.
Education
High School Diploma or equivalent required
Experience
Minimum 2 years of relevant experience
Knowledge Skills and Attitudes
- Ability to accurately prepare and maintain records files reports and correspondence.
- Ability to communicate effectively in both oral and written form.
- Ability to learn a volume of new information adapt to updates on a regular basis and understand and utilize resources in order to provide accurate resolutions at all times
- Ability to process and handle confidential information with discretion.
- Ability to recognize analyze and solve a variety of problems.
- Ability to work evenings nights and weekends as necessary.
- Ability to work in new and high-paced situations and to maintain a high-quality of work.
- Ability to work independently and/or in a collaborative environment.
- Commitment to the Universitys core values.
- Skill in completing assignments accurately and with attention-to-detail.
The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.
Job Status:
Full timeEmployee Type:
StaffPay Grade:
A4Required Experience:
IC
Employment Type
Full-Time
