Team Associate
University of Maryland Global CampusAbout the role
Team Associate I
Office of Student Affairs
Contingent II, Non-Exempt, Full-Time, Pay Grade 7
Location: Remote
University of Maryland Global Campus (UMGC) seeks a Team Associate I in the Office of Admissions. Reporting to the Associate Director of Admissions, the Team Associate performs a full range of multi-functional administrative/operational duties, assisting with a full range of applicant and new student services for the purpose of creating a world-class new student service experience and environment for the University of Maryland Global Campus
SPECIFIC RESPONSIBILITIES INCLUDE:
Receives and directs inbound calls from the Admissions Transcript and General Admissions phone queues. Responds to general inquiries requiring research or interpretation of relevant departmental policies and procedures. Warm transfers calls to other departments as appropriate Makes outbound phone calls to leads and applicants to follow up on their requests for information, to follow up on missing transcripts, admissions documents and outstanding documents related to their payment methods
Accurately documents, maintains, and tracks prospective student interactions, information, and progression through the application and admissions process in the CRM system
Responds to or forwards email and cases sent to the unassigned Admissions queue and overdue Admissions case queues
Prepares worksheets, tables, correspondence, and standard reports. Participates in the preparation and review of statistical and other reports for completeness and accuracy
Identifies and resolves administrative process problems impacting productivity and quality. Participates in developing new or revised processes
Completes assigned administrative tasks or functions with other departments to include Admissions Services, Academic Operations and Degree Audit
Evening, weekend and holiday hours will be required based on business needs
Perform other job duties as assigned.
REQUIRED EDUCATION AND EXPERIENCE:
High school diploma or GED and 3 years of clerical work experience in a customer service environment
Additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience
Strong customer service, communication and interpersonal skills used in both inbound and outbound calls
Proficiency in Microsoft Office Suite
Experience working independently in a remote environment
Ability to prioritize and manage multiple tasks while displaying a self-motivated, organized and upbeat personality with a desire to encourage others to succeed
PREFERRED EDUCATION AND EXPERIENCE:
An earned Associate’s degree from an accredited institution of higher learning
REQUIREMENTS TO BE ELIGIBLE FOR REMOTE ROLE:
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 (
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