Learner Resolution Specialist

University of Maryland Global Campus

5d • $50,000 - $60,000 • Remote

About The Position

The Student Resolution Specialist will be responsible for coordinating the intake and timely resolution of student complaints and disputes and notifying the student and relevant departments of the outcome. Serves as the main point of contact for the routing, escalation and resolution of student issues and liaises with academic and other departments as needed. The Student Resolution Specialist will also analyze dispute resolution data and recommend/initiate changes to policy and procedure based upon data trends. They are the first responder responsible for finding rapid, and accurate solutions to issues escalated through cases, calls, emails and other channels.

Requirements

• Bachelor's Degree
• 1 to 3 years of experience
• Candidates must be able to resolve problems and make decisions independently and determine when an issue needs to be escalated to a higher level.
• Outstanding communication and problem-solving skills; ability to gather information, analyze it, and develop appropriate options and actions while remaining aware of how all decisions might impact the student as well as other stakeholders and the institution.
• Shows excellent verbal and written communication skills while demonstrating emotional intelligence with each interaction with students.
• Requires the ability to maintain confidentiality and handle sensitive matters with discretion and tact; ability to work within a team and independently; be detailed oriented; ability to manage multiple tasks with tight deadlines; and ability to determine priorities.
• Home worksite furniture and equipment shall be provided by the Candidate
• UMGC will provide necessary office supplies, a laptop, monitor and headset
• Network communication to non-public UMGC online information technology services and data shall be made only through the use of the UMGC Virtual Private Network (VPN) to ensure data is transmitted through encrypted channels and proper authentication
• All computing equipment that is used, whether purchased by UMGC or the individual, must be connected to broadband internet through an Ethernet connection
• All computing equipment that is used must be connected to broadband internet with upload and download speeds of at least 25MBPS.
• You must also hardwire your laptop to the router through an Ethernet connection

Responsibilities

• Collaborates with internal departments to assist in responding to student complaints and concerns.
• Interacts with constituents frequently and endeavors towards de-escalation.
• Collaborates with all departments to ensure that complaints are impartially investigated and resolved within established time frames.
• Reviews and develops dispute resolution practices and procedures and assists in the development and maintenance of the dispute resolution system.
• Meet speed to response goals and demonstrate high quality customer service throughout all student and staff interactions

Benefits

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 16 paid holidays (17 during general election years).
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance.
• Flexible Spending Accounts: Available for medical and dependent care expenses.
• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options.
• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level