Clerk IV (Customer Service Coordinator)

Title: Clerk IV (Customer Service Coordinator)

Executive Area: Academic Affairs

College/School/MBU: Admin Support Units

Department: Enrollment Management Ops

Work Location: Amherst

Schedule: Full Time

Work Arrangement: Hybrid

Job Summary

Reporting to the Assistant Director of Enrollment Management Customer Relations, the Customer Service Coordinator (Clerk IV) provides “front line” customer service and reception for the Offices of Enrollment Management (Undergraduate Admissions and Financial Aid Services), with a primary focus on customer service and support of the Financial Aid Services call center. The person in this position assists with training, scheduling, and ongoing support and guidance to student staff working in the Financial Aid call center.

Essential Functions

Provides front-line customer service and reception services for the Offices of Enrollment Management (Undergraduate Admissions and Financial Aid Services) with a focus on the Financial Aid Services call center. Assists customers with general inquiries and directs them to counselors or other staff as needed.

Provides information pertaining to Financial Aid process, timelines, requirements, and regulations to current and prospective students and families, University and high school staff, and other relevant parties.

Provides proactive and follow-up customer service to prospective students and families who have incomplete financial aid applications or are otherwise ineligible to continue through the Financial Aid process to ensure the completion of financial aid applications and processes.

Assists the Assistant Director with training, scheduling, and ongoing support and guidance of student staff in the call center. Ensures that student staff are up to date with Financial Aid policies, deadlines, and common issues and provides feedback on student staff performance and training.

Completes forms and other requests for financial aid information, such as subsidized housing forms, sibling enrollment forms, study abroad aid verification forms, application fee waivers, Mass Rehab, other vendor certifications, etc.

Completes cost of attendance adjustments, loan increases and decreases, and other student-initiated financial aid adjustments.

Assists the Assistant Director with the Annual Recognition of exceptional student employees on campus. Assists with logistics including, but not limited to, convening the award committee, coordinating meetings, soliciting nominations, organizing nomination forms, and inviting recipients, staff members, and guests to award ceremony.

Provides backup assistance to the Undergraduate Admissions customer service team as needed, including providing proactive and follow-up customer service in response to voicemails, emails, and incomplete Admissions applications and/or missing materials.

Other Functions

Perform other duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.

Minimum Qualifications

High school diploma or equivalent and two (2) years of experience providing exceptional customer service, preferably in an office environment.

Strong oral and written communication skills with the ability to express thoughts and information clearly and in a logical sequence.

Strong interpersonal skills with the ability to maintain harmonious working relationships and collaborate effectively with a diverse population of stakeholders.

Ability to maintain professionalism during difficult situations (e.g. irate, confused, or frustrated students or families), deescalating when possible and redirecting as needed.

Strong organizational skills and attention to detail with the ability to work effectively under pressure and balance the demands of competing projects and/or priorities.

Commitment to a culture of non-discrimination.

Ability to exercise sound judgement and maintain confidentiality.

Ability to understand and comply with federal law, state law, and University policy.

Strong computer skills, particularly with email, calendars, word processing software, and spreadsheets, and the ability to learn new tools and technology at a moderate pace.

Preferred Qualifications

Experience working in financial aid or student financial services.

Supervisory 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.

Working Conditions

Work is performed in a standard office or indoor university environment and involves minimal physical exertion.

Work Schedule and Work Arrangement

Monday-Friday, 8:30am-5:00pm.

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.

Salary Information

Pay Grade: USA/MTA Grade 13

Special Instructions for Applicants

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

This position will remain open for the time period required by any applicable collective bargaining agreement and will continue until a suitable candidate pool is identified. Interested applicants are strongly encouraged to apply early.