One Stop Specialist I

Please Note: Internal Employees, please access the Jobs Hub app on the Workday Dashboard homepage to apply for the position.

The University of Massachusetts Global (UMass Global) is a private, nonprofit affiliate of the University of Massachusetts. Accredited by WASC (Western Association of Schools and Colleges), the university offers undergraduate, graduate, credential, and certificate programs designed to be relevant to more than 90 career paths. UMass Global has ranked consistently among the best in the nation by U.S. News and World Report.

At the University of Massachusetts Global, we value the personal health and financial well-being of our employees. With our affordable and flexible benefit packages we aim to provide peace of mind to allow employees to focus on important aspects of their lives. Our benefits include:

Healthcare

Medical, dental, and vision plans - including health and flexible spending accounts - that cover you and your family.

Work-Life Balance

We encourage a healthy work-life balance, that’s why we offer flexible schedules and remote work opportunities. In addition, we provide generous vacation and sick time and 13 paid holidays which includes a winter break.

Financial Protection

For life's unexpected surprises - we provide life and disability insurance, prepaid legal, identity theft, critical illness, accident, and travel assistance. We also have programs to help you manage student debt offered through SAVI. Employees are also eligible for Public Student Loan Forgiveness.

Tuition Remission

We support the educational goals of you and your family by providing tuition discounts at UMass Global and Chapman University.

Wellbeing

24/7 counseling support, through our Employee Assistance Program, and free premium subscription to Calm for you and your dependents! In addition, our Wellness program provides year-round events that bring together our community and promotes employee well-being.

Retirement

Pre-tax and Roth options with a generous match of 6% and additional employer contribution of 3% - totaling 9%!

To knowledgably assist and continually support, UMass Global Students with each of the various steps and processes experienced throughout the student lifecycle and beyond. To provide high quality, customer focused service to all students, staff and guests.

UMass Global employees are eligible to participate in a voluntary hybrid flexible work arrangement benefit (remote work) with approval of their supervisor, through the University’s Voluntary Flexible Work Arrangement Program.

Remote from any of the following states: Texas, Arizona, Nevada

The hiring range for this position is $17.98 - $22.00 per hour. Offers are determined by a variety of factors, including but not limited to: geographical location, knowledge, skills, years & depth of experience, and equity with internal team members.

TYPE OF SUPERVISION:

• General supervision and direction

POSITION DUTIES AND RESPONSIBILITIES:  

ESSENTIAL FUNCTIONS: 

Financial Aid:

• Provide financial aid information to students regarding the application process, needs determination, verification, and status of their financial aid application in accordance with all applicable laws, regulations, and policies
• Work with Financial Aid Office to resolve information discrepancies
• Reconcile admission status with financial aid applications
• Complete financial aid Information Summary Sheets based on student education plans
• Maintain current knowledge of federal, state, and institutional programs, regulations, policies, and procedures
• Serve as the main point of contact for students with the financial aid office
• Troubleshoot student accounts to ensure funds are received including following up with students regarding any missing documents, unit/program changes, enrollment delays and the satisfactory academic progress appeals process
• Assist the Financial Aid Office with default prevention activities and tasks

Student Accounts/Business Services:

• Assist students with various questions regarding their accounts including but not limited to payments, holds, and refunds
• Run student account reports, analyze student accounts and records for accuracy and completion
• Contact students regarding past due accounts and provide due diligence in collecting money owed to the university
• Process student requests for refunds as required by federal regulations and University policies/procedures; Coordinate with business office to ensure timely payment of tuition and application fees
• Communicate to students in a clear and concise manner, update comments and document all conversations in the appropriate area of the student management system

Enrollment/Admissions:

• Work closely with Enrollment Coaches to ensure applicants are receiving up to date admissions information as well as moving forward with the admissions process. Input Information Request Form
• Work closely with Admission Department to ensure prospects/applicant’s questions are addressed
• Perform general admission related tasks including tracking and follow-up to secure missing documents
• Enter admission documents and information into database and ensure applicant status is accurate
• Scan and clean (QC) admission documents into imaging systems
• Coordinate New Student Orientations

Student Services:

• Perform student services functions including assist students with registration questions/processes; add/drop procedures, graduation information and basic student application questions
• Input and track missing documents including Master Payment Contracts and Interest Disclosure Statements
• Set appointments for students to meet with additional resources when solutions extend beyond the defined authority level

Credential Services:

• Assist students throughout the credential program process including scheduling appointments with academic advisors & faculty, collect paperwork and credentialing packet, and provide support to the field service coordinators
• Run credential services report from student management system, review for accuracy and follow up with students to obtain missing documentation

Military Programs:

• Provide information to military students regarding all applicable programs and services
• Collect & review all military program forms, build and maintain military student file of supporting eligibility documents and continued certification of enrollment for audit purposes
• Work with central office military staff and the VA Education Liaison to assist veteran students with any issues that may affect their attendance or benefits

Customer Service:

• Cordially greet and acknowledge all students, guests, staff members, and faculty
• Provide information to prospective students regarding UMass Global's academic programs and calendar including the application process, financial aid programs, eligibility requirements, and military programs and benefits

Reports:

• Run as scheduled or as needed various reports from the student management systems
• Review reports and respond appropriately to results
• Troubleshoot areas of concern and coordinate with university personnel to resolve issues uncovered by reports

General Office Services:

• Provide library support to UMass Global students by utilizing library guides and resources to assist with finding answers to basic questions
• Perform general office duties including but not limited to, composing and copying documents, assembling packets, maintain office calendar and arrange appointments, process mail, manage UMass Global collateral, order supplies
• Coordinate meetings and programs, including information sessions, workshops and student events; oversee room reservations and set-up

POSITION SPECIFICATIONS AND REQUIREMENTS:

EDUCATION, EXPERIENCE, CERTIFICATION AND/OR LICENSES:

Required

• Associate's degree or relevant combination of experience and education,
• 2+ years previous experience in student financial aid, student accounts, customer service based positions or closely related field.

Desired

• Bachelor’s degree in accounting or related field
• Experience working in higher education preferred
• Knowledge of UMass Global University policies and procedures.
• Related experience in these areas may be helpful: Customer Service, Military Benefits, VA Benefits, Accounts Receivable, AR, Collections, Registrar, Admissions

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

• Outstanding customer service skills including interpersonal and active listening skills along with an analytical and critical thinking ability to interpret and respond appropriately to diverse groups of people in various situations.

• Ability to communicate clearly and concisely with tact and diplomacy in all oral and written communications.
• Ability to work effectively independently and in a team environment while continually focusing on the needs of the students.
• Ability to exercise appropriate personal initiative and accountability.
• General familiarity working in database systems including data entry, queries and running reports.
• Ability to accurately perform key mathematical functions (e.g. addition, subtraction, multiplication, division).
• Proven ability to execute instructions accurately and in a timely manner.
• Strong administrative, organizational, and prioritization skills.
• Must have exceptional follow-up, follow-through, and attention to details skills, accomplishing tasks with concern for all areas involved, no matter how small.
• Demonstrated ability to work efficiently and complete tasks in a fast-paced environment amidst interruptions and fluctuating workloads.

Machines, Tools, Equipment, Electronic Devices and Software:  Intermediate level experience in Microsoft Office Word, Excel, Outlook. Familiarity with the use of standard office equipment (e.g. copier, fax, scanner, etc.).

Contact with Students:  Frequent

Contact with Faculty and/or Staff:   Frequent

Contact with Community and Vendors: Occasional

SPECIAL REQUIREMENTS:

Working conditions are normal for an office environment.  Position may be required to work flexible hours particularly given campuses’ extended hours of operation and may require occasional weekend and/or evening work.  Applicants for this position are subject to a background check and a criminal history review. 

Please Note: Internal Employees, please access the Jobs Hub app on the Workday Dashboard homepage to apply for the position.

Equal Employment Opportunity – UMass Global is committed to providing an educational and work environment free of unlawful discrimination and harassment in any form. UMass Global prohibits all forms of discrimination and harassment on the basis of  age, race (including hairstyle/texture, protective hairstyles, braids, locks, and twists), color, religion (including religious observance, belief, practice dress and grooming practices), citizenship, pregnancy (including temporary physical or mental limitations related to, affected by, or arising out of pregnancy, childbirth, or any related medical conditions), sex, gender identity, gender expression, transgender status, national origin, ancestry, physical and/or mental disability, legally-protected medical condition, military (past, present or prospective) status, veteran status, marital status, sexual orientation, sexual and reproductive health, genetic information, or any other characteristic protected by local, State or Federal law.

Reasonable Accommodation – UMass Global provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the recruitment department at recruiting@umassglobal.edu.

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