Program and National Test Center Coordinator, Guam

University of Maryland Global Campus • (Asia) Naval Base Guam-Guam  , GU

13d • Onsite

About The Position

The Program and National Test Center Coordinator serves as the on-site University of Maryland Global Campus representative at Naval Base Guam, with potential coverage at Andersen Air Force Base and Camp Blaz. The role provides academic, administrative, and testing support, community outreach, and customer relations services to current and prospective students. As a front-line staff member, the coordinator represents UMGC and works with the Site Lead—or, if none is assigned, the Assistant Director. The position also collaborates with the Assistant Director, Regional Director, local program coordinators and staff, education center personnel, faculty, administrative staff, and the military community. Site-specific duties may vary. Occasional evening and weekend hours and travel may be required.

The coordinator provides student support throughout the academic cycle; promotes UMGC services and events; maintains office and test-center operations; uses university systems and customer relationship management databases; and documents student interactions and follow-up. The role also supports outreach, class scheduling and classroom readiness, faculty and student needs, military documentation, National Test Center operations, reporting, and resolution of student issues.

Requirements

• Bachelor’s degree from a U.S. regionally accredited institution or foreign degree equivalent.
• Background in customer service.
• Ability to work in a fast-paced, complex environment with accurate attention to detail.
• Basic office management and clerical skills.
• Effective written and verbal communication skills.
• Good interpersonal skills.
• Ability to pass a background check and meet individual logistic support (ILS) requirements.

Nice To Haves

• Individual logistic support (ILS) experience or eligibility is preferred.
• Valid U.S. driver’s license and ability to obtain a military driver’s permit in the host nation.

Responsibilities

• Provide customer service and advocacy to current and prospective students throughout the academic cycle through in-person visits, telephone, email, and videoconferencing.
• Promote and support localized UMGC services, including hybrid classes, testing services, and university-sponsored events.
• Perform operational and administrative duties to maintain offices and test centers in accordance with test agency standards.
• Maintain knowledge and proficiency with UMGC systems and customer relationship management databases, including Salesforce and PeopleSoft.
• Document student contacts in UMGC’s Customer Relations Management System and schedule appropriate follow-up activities.
• Communicate with prospective and current students in person and through phone, email, CRM, and video channels.
• Maintain positive relationships with Education Services Officers, specialists, counselors, military partners, and their equivalents; provide periodic briefings when permitted.
• Organize and participate in outreach activities such as education fairs, open houses, semester start-ups, student appreciation days, and local graduations.
• Track and analyze class enrollments, student interest, and local degree progression; provide scheduling input and ensure classrooms have adequate space and technology.
• Attend the first class session to assist instructors and students, and help faculty obtain base access for classes at their assigned installation.
• Assist with processing students’ military documentation, including Tuition Assistance forms and orders.
• Distribute marketing, advertising, and mass media materials at assigned locations when permissible.
• Execute site-specific outreach plans and participate in events supporting recruitment and retention goals.
• Provide National Test Center testing services according to community demand while balancing other duties, and maintain required NTC trainings and certifications.
• Participate in UMGC staff meetings, professional development activities, and training sessions as required.
• Track and compile monthly statistics and provide reports as needed.
• Communicate with the immediate supervisor and other UMGC staff to help resolve student issues and escalations promptly.
• Perform other job-related duties as assigned.

Benefits

• 15 to 25 days of paid vacation, depending on years of service; 15 days of sick leave; 3 personal days; and 11 federal holidays.
• Health care coverage, including medical with vision, dental, and prescription plans for individuals and families; coverage begins the first of the month following hire. Contingent III employees working an average of at least 20 hours per week (130 hours per month) are eligible for subsidized Maryland medical and prescription benefits.
• Term life insurance, accidental death and dismemberment insurance, and long-term disability insurance, subject to eligibility conditions.
• Retirement stipend equal to 7.25% of base salary for Contingent III employees; eligible employees may contribute to a supplemental retirement account.
• Supplemental retirement plans include 403(b), 457(b), and Roth options; the university provides no subsidy or matching funds.
• Tuition remission for Contingent III employees at UMGC or the University of Maryland College Park. Spouses and dependent children may receive undergraduate tuition remission after two years of service; part-time benefits are prorated when applicable.
• Moving allowance may be available subject to position terms, conditions, and agreements.
• Applicable currency adjustment (CAX), subject to the monthly DoD COLA Index for the work location and market fluctuations.

What This Job Offers

• Job Type: Full-time