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University of Massachusetts Amherst Clerk IV (Hybrid Opportunity) in Amherst, Massachusetts

Clerk IV (Hybrid Opportunity)

Apply now ( Job no: 517033

Work type: Staff Full Time

Location: UMass Amherst

Department:Undergrad Admissions


Categories: Admissions/Enrollment/Student Recruitment

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 Financial Services and 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, high school counselors, and other constituent groups. The Customer Service Coordinator is responsible for delivering important information and services relating to Admissions processes, including triage of incoming calls, emails, and walk-in visitors, monitoring and correcting failed batch email attempts, and correcting students’ application information on an on-going and ad-hoc basis. This position requires a detailed understanding of Admissions processes, timelines, and regulations and superior customer service and communications skills.

Essential Functions

  • Provide information pertaining to Undergraduate Admissions process, timelines, requirements, and regulations to current and prospective students and families, University and high school staff, and other parties via phone, email, and in-person.

  • Provide front-line customer service and reception services for Offices of Enrollment Management (Undergraduate Admissions and Financial Aid Services).

  • Triage incoming calls, emails, and visits to Undergraduate Admissions and Financial Aid Services. Assign calls, emails, and visits to counselors and other staff members as appropriate.

  • Provide pro-active and follow-up customer service to prospective students and families who have incomplete applications or are otherwise ineligible to continue through the Admissions process due to their application status.

  • Provide detailed analysis of Admissions applications and application materials, review application materials to assist with application processing and to identify missing and incorrect information. Proactively and reactively assist students and families with correcting missing information, incorrect data, and incomplete applications.

  • Identify and rectify “bounced” emails and other failed contact attempts pertaining to Admissions application and application process.

  • Assist with major changes and corrections/updates to applications in SLATE and SPIRE as needed.

  • Assist the Assistant Director of Financial Services and Customer Relations with scheduling, training, and support of student staff members. Ensure that student staff members are up to date with Admissions policies, deadlines, and common issues. Provide input and feedback on student staff performance and training.

  • Provide backup assistance to Financial Aid Services customer service team (as needed). Provide proactive and follow-up customer service in response to voicemails, emails, and incomplete financial aid 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 required.

  • 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)

  • Undergraduate Admissions experience preferred.

  • Experience working with confidential and sensitive data; experience using discretion and understand privacy laws (e.g. FERPA) preferred.

  • Experience working in PeopleSoft integrated student information system and/or SLATE preferred.

  • Bilingual/multi-lingual preferred.

Physical Demands/Working Conditions

  • Typical office environment activity.

Work Schedule

  • 37.5 hours per week, Monday-Friday 8:30 am–5:00 pm

  • 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

  • Grade 13

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information 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 the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

Advertised: Dec 15 2022 Eastern Standard Time

Applications close: Mar 12 2023 Eastern Daylight Time