One Stop Coordinator

UMass Global

5d • $18 - $23 • Remote

About The Position

This is an entry-level position in the One Stop professional path. Phase I involves serving as the initial gateway for One Stop services by routing queries to appropriate One Stop staff and providing general information related to online One Stop processes and policies. Phase II consists of immersion into the comprehensive One Stop Training program, acquiring extensive knowledge of One Stop Service requirements which may include financial aid, student accounts, registration, program evaluation, academic and administrative policy and procedures, tutorials, coursework, supervised student contact sessions, and providing direct support to the One Stop team. The role receives general direction from the One Stop Supervisor, and the incumbent will provide information and make decisions, conducting business using reflected authority following established policies and procedures.

Requirements

• Associate’s degree or equivalent combination of experience and education
• Administrative software, Office Suite, Document Management Systems
• Daily contact with students
• Daily contact with Faculty and/or Staff
• Periodical contact with Community and Vendors
• Position may require flexible hours particularly given extended hours of operation.
• Applicants for this position are subject to a background check.

Nice To Haves

• 1+ years of experience in Direct Customer relations preferably in higher education service environment
• 1+ years of experience working with enterprise software systems, telephonic systems, document imaging systems
• Demonstrated experience in problem solving/problem resolution
• Excellent oral, written, interpersonal and quantitative skills, demonstrating ability to communicate effectively with a diverse population, either online, via phone, or in person
• Demonstrated experience working in a high volume active environment calling for independent, proactive thinking skills
• Strong desire to be part of a very collaborative team centered environment which emphasizes creativity, out-of-the box thinking
• Demonstrated understanding of higher education academic policy and procedure requirements
• Demonstrated ability to maintain a supportive, calm service demeanor when dealing with upset or challenging students/clients
• Demonstrated knowledge and experience in using an Office suite of products including email, Outlook, excel, PowerPoint, etc.
• Experience in dealing with veterans/military related assistance guidelines
• Bachelors degree desired

Responsibilities

• Email, chat, and telephone response and/or routing of inquiries & issues raised by online students specifically related to financial aid, student accounts, registration, degree program evaluation, articulation, academic policy and procedures, petition processes, graduation/degree conferral, transcripts, and other records related questions
• Immersion into One Stop training program
• Serve as back-up for telephone/email response during training period
• Participate in supervised student contact sessions
• Perform other duties as assigned

Benefits

• Medical, dental, and vision coverage with spending account options.
• Remote options, flexible schedules, 1/2 day Fridays (biweekly), generous time off, including paid holidays and a paid winter break.
• Life, disability, accident, legal, identity protection, and student debt support.
• 403(b) plan with a Roth option. 3% non-elective contribution and up to 6% match for a 9% total employer contribution!
• Tuition discounts for employees and family and Tuition Exchange program with other universities.
• PSLF eligible employer.
• Counseling services, Free Calm Health subscription and year-round wellness programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree