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Clerk IV

3 months ago

Amherst, United States University of Massachusetts Full time
Clerk IV - Customer Service Coordinator (Hybrid Opportunity)

Job no: 524116
Work type: Staff Full Time
Campus: UMass Amherst
Department: Enrollment Management Ops
Pay Grade: 13
Categories: Administrative & Office Support

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

Reporting to the Assistant Director of Enrollment Management Customer Relations, the Customer Service Coordinator shares responsibility for all aspects of "front line" customer service and reception for the Offices of Enrollment Management (Undergraduate Admissions and Financial Aid Services). The Customer Service Coordinator provides exemplary customer service in person and via phone and email to students, families, and other constituent groups. This position requires a detailed understanding of Financial Aid processes, timelines, and regulations and superior customer service and communications skills.

Essential Functions

  • Provide information pertaining to Financial Aid process, timelines, requirements, and regulations to current and prospective students and families, University and high school staff, and other parties via phone, email, videoconference, and in person.
  • Provide front-line customer service and reception services for Offices of Enrollment Management (Undergraduate Admissions and Financial Aid Services).
  • Receive incoming calls, emails, and visits to Undergraduate Admissions and Financial Aid Services and assist customers as appropriate. Assign calls, emails, and visits to counselors and other staff members as needed.
  • Monitor and maintain Financial Aid appointment request tools / processes. Assign appointments to Financial Aid and Admissions counselors as appropriate, communicate with students / families to schedule, adjust, and cancel appointments as needed and to offer alternatives to appointments when appropriate.
  • Provide pro-active and follow-up customer service to students and families to ensure completion of financial aid applications / processes, communicate with targeted outreach populations and report outcomes to Assistant Director of EMCR.
  • Assist the Assistant Director of EMCR with training, scheduling, and on-going support and guidance of the EMCR outreach team student staff. Ensure that student staff members are up to date with Financial Aid policies, deadlines, and common issues. Provide input and feedback on student staff performance and training.
  • Complete forms and other requests for financial aid information, e.g. subsidized housing forms, sibling enrollment forms, study abroad aid verification forms, application fee waivers, Mass Rehab and other vendor certifications, and similar.
  • Complete cost of attendance adjustments, loan increases/decreases, and other student-initiated financial aid adjustments.
  • Provide backup assistance to Undergraduate Admissions customer service team as needed. Provide proactive and follow-up customer service in response to voicemails, emails, and incomplete Admissions applications/missing materials.
Other Functions
  • Understand responsibilities with respect to FERPA, Title IX, and other compliance requirements.
  • Demonstrate capacity, skill, and willingness to engage students and contribute to student success.
  • Work collaboratively with other campus stakeholders to fulfill the mission of Enrollment Management.
  • Demonstrate outstanding customer service skills.
  • Contribute to creating a positive and respectful workplace defined by personal and professional competence, integrity, and collaboration.
  • Use access to sensitive and/or not yet public university related information only in the performance of the responsibilities of position and exercise care to prevent unnecessary disclosure.
  • Understand and contribute to implementation of departmental and institutional goals for achieving non-discrimination and creating a respectful, inclusive environment that is supportive of diversity.
  • Understand responsibilities with respect to conflicts of interest and behave in ways consistent both with law and with University policy.
  • Perform other duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.
Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
  • High school diploma or equivalent.
  • Experience in customer service, counseling, and/or mediation.
  • Exceptional customer service and oral and written communication skills.
  • Ability to establish and maintain good working relationships.
  • Ability to handle difficult situations (e.g. irate, confused, frustrated students or families) in an appropriate manner.
  • Ability to work effectively with complex procedures requiring data entry, student information systems, spreadsheets, and word processing software.
  • Commitment to culture of non-discrimination and promotion of a diverse student body and staff. Ability to work collaboratively with a diverse group of clients and coworkers.
Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
  • Financial Aid, student financial services, Admissions, or student service experience.
  • Experience working with confidential and sensitive data; experience using discretion and understand privacy laws (e.g. FERPA).
  • Experience working in PeopleSoft integrated student information system.
  • Bilingual/multi-lingual.
Physical Demands/Working Conditions
  • Typical office environment activity.
Work Schedule
  • Monday - Friday, 8:30am - 4:30pm or Monday - Friday 9am - 5pm.
  • This position has the opportunity for a hybrid work schedule, which is defined by the University as an arrangement where an employee's work is regularly performed at a location other than the campus workspace for a portion of the week. As this position falls within the University Staff Association, it is subject to the terms and conditions of the University Staff Association collective bargaining agreement, therefore.


Salary Information

USA/MTA Non-Exempt Grade 13.

Special Instructions to Applicants

Along with the application, please submit a resume and cover letter. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

Advertised: Jul 29 2024 Eastern Daylight Time
Applications close: Oct 28 2024 Eastern Daylight Time