Clerk IV (Customer Service Coordinator - Hybrid Opportunity)
Clerk IV (Customer Service Coordinator - Hybrid Opportunity)
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About UMass Amherst
The flagship of the Commonwealth the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access fuel innovation and creativity and share and use its knowledge for the common good. Founded in 1863 UMass Amherst sits on nearly 1450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching research scholarship and creative activity. The institution advances a diverse equitable and inclusive community where everyone feels connected and valuedand thrives and offers a full range of undergraduate graduate and professional degrees across 10 schools and colleges and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental social economic and technological challenges in our world.
Job Summary
The Customer Service Coordinator shares responsibility for all aspects of the front-line customer service and reception duties for the Offices of Enrollment Management (Undergraduate Admissions and Financial Aid Services). This role provides exemplary customer service to students families and other stakeholders in the admissions and financial aid processes. This position delivers essential information and support services triages incoming customer traffic and participates in the oversight of student support staff.
Essential Functions
- Provides information pertaining to the undergraduate admissions process timelines requirements and regulations to current and prospective students and families university and high school staff and other stakeholders via phone email and in-person.
- Triages incoming calls emails and visits for Undergraduate Admissions and Financial Aid Services. Assigns calls emails and visits to counselors and other staff members as appropriate. Facilitates responses and follow-up communications with stakeholders as needed.
- Performs detailed analysis of admissions applications and application materials. Reviews application materials to assist with application processing and to identify missing and/or incorrect information. Assists students and families with correcting missing aforementioned data to facilitate completion of applications.
- Identifies and addresses failed applicant and institution-initiated contact attempts pertaining to admissions applications and associated processes.
- Assists with major changes corrections and updates to applications in SLATE and SPIRE as needed.
- Participates in the hiring training supervision and support of student staff members. Ensures that student staff members remain current with admissions and financial aid policies deadlines and common issues. Provides corrective instruction support and feedback regarding performance and training.
- Remains current with state university and federal laws policies and procedures governing admissions and financial aid practices (e.g. FERPA Title IX). Attends trainings and works with supervisory staff as appropriate to understand and apply this information to all job duties.
- Accesses sensitive and/or not yet public university-related information in the performance of job responsibilities. Exercises care to prevent unnecessary and/or illegal disclosure.
Other Functions
- Contributes to creating a positive and respectful workplace defined by personal and professional competence integrity and collaboration.
- Understands and contributes to the implementation of departmental and institutional goals for achieving non-discrimination and creating a respectful inclusive environment that is supportive of diversity.
- Provides backup assistance to the Financial Aid Services customer service team as needed.
- Performs other duties as assigned.
Minimum Qualifications (Knowledge Skills Abilities Education Experience Certifications Licensure)
- High school diploma or equivalent (e.g. GED).
- At least two (2) years of experience in a customer service counseling or mediation position in a role that involves communicating efficiently and professionally via e-mail and over the phone.
- Demonstrated proficiency in utilizing Microsoft Office applications (Outlook Word Excel) and the aptitude to effectively use these applications to complete job tasks. Skilled in working effectively with complex procedures requiring data entry student information systems spreadsheets and word processing software.
- Exceptional customer service skills.
- General knowledge of the principles and practices of customer service.
- Strong oral and written communication skills.
- Ability to establish and maintain good working relationships and handle difficult situations in an appropriate manner.
- Ability to address and prioritize high volumes of customer traffic (in-person and electronic) with minimal oversight.
- Demonstrated capacity skill and willingness to engage students and contribute to student success.
- Commitment to a culture of non-discrimination and promotion of a diverse student body and staff. Ability to work collaboratively with a diverse group of clients and coworkers.
Preferred Qualifications (Knowledge Skills Abilities Education Experience Certifications Licensure)
- Undergraduate admissions experience.
- Student accounts billing and financial aid experience.
- Experience working with confidential and sensitive data; experience using discretion and understand privacy laws (e.g. FERPA).
- Experience working in PeopleSoft or similar integrated student information system and/or SLATE.
- Bilingual/multi-lingual.
Physical Demands/Working Conditions
Typical office environment.
Work Schedule
- Monday - Friday; 37.5 hours/week.
- 8:30am 5:00pm.
Salary Information
Grade 13
Special Instructions to Applicants
Along with the application please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.
UMass Amherst is committed to a policy of equal opportunity without regard to race color religion caste creed sex age marital status national origin disability political belief or affiliation pregnancy and pregnancy-related condition(s) veteran status sexual orientation gender identity and expression genetic information natural and protective hairstyle and any other class of individuals protected from discrimination in employment admission to and participation in academic programs activities and services and the selection of vendors who provide services or products to the University. To fulfill that policy UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities women persons with disabilities and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes rules and regulations concerning equal opportunity and affirmative action.
Required Experience:
IC
Employment Type
Full-Time
