Canes Central Associate

University of Miami•Coral Gables, FL

20d

About The Position

The Canes Central Associate provides direct one-stop support and customer service to current and prospective students, parents, staff, faculty and other constituencies as part of a dynamic team in the University of Miami’s Canes Central. The Canes Central Associate performs administrative duties requiring detailed knowledge of University admissions, financial aid, and registration policies and procedures, general enrollment requirements for academic programs, and resources for prospective and enrolled students. This role provides information that includes, but is not limited to, basic financial aid, registration, student records, admission data, etc. In addition, this position counsels, advises, investigates, and resolves student cases in the areas of enrollment, financial aid, billing and payment, registration, and records.

Requirements

High School Diploma or equivalent required.
Minimum 2 years of relevant experience
Commitment to the University’s core values.
Ability to work evenings, nights, and weekends as necessary.
Ability to process and handle confidential information with discretion.
Ability to communicate effectively in both oral and written form.
Ability to recognize, analyze, and solve a variety of problems.
Ability to accurately prepare and maintain records, files, reports and correspondence.
Skill in completing assignments accurately and with attention to detail.
Ability to work independently and/or in a collaborative environment.

Responsibilities

Supports a combination of assigned functions, using a one-stop-shop approach, to ensure customers (including prospective students, current students, parents, faculty, staff and other constituents) receive the highest level of customer service and information regarding financial aid, registration/enrollment, and student records.
Communicates regularly with prospective and enrolled students via email, live chat, phone, or in-person.
Assists with intake and assessment of Canes Central internal/external customer needs.
Works collaboratively with other campus offices and programs while delivering excellence in service.
Works independently to locate information and resolve problems; performs research and analysis to determine alternative solutions and communicates to students with specific action necessary to solve issues.
Ensures problems are resolved in an efficient and effective manner; supports and solves obstacles that students encounter while enrolling in our academic programs, and answers a wide range of prospective and enrolled student inquiries.
Ensures documents received from customers are accounted for using established procedures and handled with the highest level of integrity.
Processes a variety of transactions and forms to include, but not limited to registration forms, add/drop forms, FERPA release forms; paper transcript requests, biographical changes, social security changes, name and address change, reinstatement of classes, etc.
Documents case status and outcome in the Cane Central’s case management system; Follows-up with both students and collaborating departments regarding referrals and outcomes.
Coordinates and follows up on open tickets to ensure that student roadblocks are resolved in a timely manner.
Addresses all concerns according to established standards and reports any opportunities for improvement and/or trends identified to Canes Central leadership; escalates issues that may affect students during their enrollment/registration process on a broader scale.
Escalates complex issues and questions to specialists; communicates with specialists and departments across campus in a timely manner regarding adjustments needed to students’ financial aid award packages, students’ bill, and other individual student circumstances.
Explains various processes and provides status updates regarding financial aid applications and awards, admission applications, deadlines account status, outstanding balances, entrance and exit interviews, federal loan requirements, usage of Florida Prepaid, college fees, housing, etc.
Creates Letters of Expense and breakdowns on student accounts.
Coordinates with all academic departments to ensure that records are up-to-date by processing registration – course request, drop and add for current and past semesters.
Communicates with students, and schools and colleges regarding current semester requests.
Creates Letters of Expense and breakdowns on student accounts.
Reviews a variety of documentation such as financial aid documents, including citizenship and tax documents, appeals for waiver of certain documentation requirements appeals for reinstatement of aid eligibility.
Processes and records student payments and issues receipts, including credit card transactions; reviewing student bills for accuracy; analyzing student accounts for balances, refund amounts, and prepares deposits.
Updates student records and checklists, as needed.
Adheres to University and unit-level policies and procedures and safeguards University assets.