One Stop Coordinator

Please Note: Internal Employees, please access the Career 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%!

This is an entry level position in the Online One Stop professional path. Phase I includes serving as the initial telephone and/or email gateway for Online One Stop services by routing queries to appropriate online One Stop staff and providing general information related to online One Stop processes and policies. Phase II consists of immersion into the comprehensive One Stop Training program acquiring extensive knowledge of One Stop Service requirements which may include; financial aid, student accounts, registration, program evaluation, academic and administrative policy and procedures, tutorials, coursework, supervised student contact sessions, and providing direct support to the One Stop receptionist position. Incumbent also performs other Student Services duties as assigned.

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

NOTE: unless otherwise indicated, work hours are based on Pacific Time.

The hiring range for this position is $17.07 - $23.94 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 RECEIVED:

General direction from the Online Assistant Director, One Stop Specialist, incumbent will provide information and make decisions, incumbent will conduct business using reflected authority following established policies and procedures

POSITION DUTIES AND RESPONSIBILITIES:

Essential functions: 100% of time

Email, chat, and telephone response and/or routing of inquiries & issues raised by online students specifically related to financial aid, student accounts, registration, degree program evaluation, articulation, academic policy and procedures, petition processes, graduation/degree conferral, transcripts, and other records related questions

Immersion into One Stop training program

Serve as back-up for telephone/email response during training period

Participate in supervised student contact sessions

Perform other duties as assigned

Non-Essential Functions of the Job:

None identified at this time

POSITION SPECIFICATIONS AND REQUIREMENTS:

Special Conditions of Employment: Working conditions are normal for an office environment. Work may require occasional weekend and/or evening work. Position may require flexible hours particularly given campuses’ extended hours of operation. Applicants for this position are subject to a background check.

Previous Experience:

Desired:

1+ years of experience in Direct Customer relations

Demonstrated experience in problem solving/problem resolution

Excellent oral, written, interpersonal and quantitative skills, demonstrating ability to communicate effectively with a diverse population, either online, via phone, or in person

Demonstrated experience working in a high volume active environment calling for independent, proactive thinking skills

Strong desire to be part of a very collaborative team centered environment which emphasizes creativity, out-of-the box thinking

Demonstrated understanding of higher education academic policy and procedure requirements

Demonstrated ability to maintain a supportive, calm service demeanor when dealing with upset or challenging students/clients

Demonstrated knowledge and experience in using an Office suite of products including email, Outlook, excel, PowerPoint, etc.

Experience in dealing with veterans/military related assistance guidelines

Knowledge and Education:

Associate’s degree or equivalent combination of experience and education; bachelors degree desired

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: Daily

Contact with Faculty and/or Staff: Daily

Contact with Community and Vendors: Periodically

Please Note: Internal Employees, please access the Career 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, ancestry, color, religious creed (including religious dress and grooming practices), disability (mental and physical), marital status, medical condition, genetic information, military and veteran status, national origin (including language use restrictions), race, sex (including pregnancy, childbirth, breastfeeding, and/ related medical conditions), gender, gender identity, gender expression, sexual orientation, 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 .

R-1648

Remote/Remotely/Tele/Telecommute/From home