Clerk IV (Customer Service Coordinator - Hybrid Opportunity)

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 1,450-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 valued—and 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