Canes Central Associate

3 weeks ago

Coral Gables, Florida, United States tapwage Full time

Current Employees:
If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click [here]$) to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this [tip sheet]).

Core Job Summary


The 'Canes Central Associate provides direct one-stop support and customer service to current and prospective students, parents, staff, faculty, and other constituents as part of a dynamic team in the University of Miami's 'Canes Central.

The 'Canes Central Associate performs administrative duties that require detailed knowledge of four core areas of operation:
registration and records, billing and payment, financial aid, and 'Cane Card. This position also requires general knowledge of admission, Orientation, housing, dining, and other student services.

The expectation is the 'Canes Central Associate will use a holistic approach to counsel students on their financial and enrollment options, advise students of various policies and procedures, investigate cases, and offer sound resolutions to all inquiries presented to 'Canes Central while providing service and experience excellence.

Core Job Functions

  • Supports a combination of assigned functions by using a holistic, onestopshop approach to ensure current and prospective students, parents, staff, faculty, and other constituents receive the highestlevel of customer service and bestpossible information on their inquiries related to registration and records, billing and payment, financial aid, 'Cane Card, and various other student services.
  • Counsels on enrollment options, discusses deadlines, explains financial aid awards and requirements, advises on financial aid review procedures, analyzes and explains account balances, discusses refund possibilities, creates letters of expense, and directs to payment methods online or via the Cashier's Office.
  • Collaborates with other campus offices to follow up on referrals, eliminate roadblocks, reach solutions, and deliver coordinated customer care.
  • Communicates regularly with students in person and via email, live chat, and phone, and documents each interaction in the 'Canes Central case management system.
  • Serves as a greeter to welcome visitors, assess their needs, check them in to meet with 'Canes Central team members, and provide referrals to other campus resources as needed.
  • Prints new and replacement 'Cane Cards, processes documentation to charge students for replacement 'Cane Card fees, reviews and addresses 'Cane Card errors, and connects with Access Control to resolve access issues.
  • Assists with call center operations by taking inbound calls, addressing student inquiries, and directing callers to open cases via the 'Canes Central Submit a Case portal when needed, and helps with proactive outbound calling, texting, and general outreach campaigns.
  • Accepts cases and works independently to locate information, research and analyze solutions, convey required actions, provide support, give regular updates, and answer a wide range of general inquiries to reach efficient and effective resolutions.
  • Hosts walk ins, in person appointments, and virtual appointments to address student concerns, and holds on to cases for further research and follow up when required. Serves as a member on at least one 'Canes Central committee to explore and enhance specific proactive elements of the 'Canes Central operation, including communication and outreach, ongoing training, onestop best practices, etc. that will enhance collegiality, productivity, engagement, and the overall student experience.
  • Receives, reviews, and processes documents using established procedures, including but not limited to Drop/Add forms, transcript requests, biographicdemographic forms, social security updates, readmission forms, financial documents, etc.
  • Understands and abides by the guidelines set forth in the Family Education Rights and Privacy Act (FERPA) and Gramm-LeachBliley Act (GLBA) to protect the confidentiality and integrity of all student records.
  • Addresses all concerns according to established standards and reports any opportunities for improvement and/or trends identified to 'Canes Central leadership, escalating issues that may affect students' enrollment or financial statuses on a broader scale.
  • Escalates complex issues to identified Specialists who represent the Office of the University Registrar, Office of Student Accounts, and Office of Financial Assistance and Employment to assist with processing and compliance issues that necessitate professional decisionmaking beyond the scope of 'Canes Central's business practices.
  • Adheres to University and unitlevel policies and procedures and safeguards University assets.
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded

to include other duties or responsibilities as necessary.

Education

High School Diploma or equivalent required

Experience

Minimum 2 years of relevant experience

Knowledge, Skills and Attitudes

  • Ability to accurately prepare and maintain records, files, reports and correspondence.
  • Ability to communicate effectively in both oral and written form.
  • Ability to learn a volume of new information, adapt to updates on a regular basis, and understand and utilize resources in order to provide accurate resolutions at all times
  • Ability to process and handle confidential information with discretion.
  • Ability to recognize, analyze, and solve a variety of problems.
  • Ability to work evenings, nights, and weekends as necessary.
  • Ability to work in new and highpaced situations, and to maintain a highquality of work.
  • Ability to work independently and/or in a collaborative environment.
  • Commitment to the University's core values.
  • Skill in completing assignments accurately and with attentiontodetail.
The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click [here]) for additional information.

Job Status:
Full time

Employee Type:
Staff

Pay Grade:
c103

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