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Coordinator, Customer Service and Outreach

Basic Position Information

Job Code: 2140

Title: Coordinator, Customer Service and Outreach

Department: Student Business Services

Essential Personnel: N

Job Family: Administrative Support

Job Sub-Family: Customer Service

FLSA Classification: E

Job Grade: 12

Grade Min: $43,001

Grade Mid: $51,601

UHD Succession Plan: N

Criticality of Position: N/A

Career Ladder: In-Range

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: N

Job Summary

The Coordinator, Customer Service and Outreach performs a variety of customer service tasks to assist students with financial matters to their student accounts. The Coordinator, Customer Service and Outreach conducts new and transfer student orientations and assists students with BankMobile.

Duties

  • Assists students or other university departments with financial queries pertaining to student accounts.
  • Conducts orientations for new and transfer students, presenting important information and advising them of where they can get assistance with any issues that they have.
  • Performs administrative tasks as required, including daily account reviews, reinstatements, ATF's, and trust statement verifications.
  • Assists students with using BankMobile and in obtaining personal instant codes to set up refund preference; reviews and contacts students on the rejection list; processes BankMobile timeouts, posting timeouts to the relevant account to ensure that students receive the refund that they are entitled to.
  • Reviews and verifies collection agency trust statements, returned checks, and third party postings.
  • Reviews and certifies student accounts after any adjustments that have been made by the Registrar's Office or Financial Aid Office; processes all student reinstatement requests each term.

Marginal Duties

  • Performs all other duties as assigned.

Supervisory Responsibilities

Direct Reports:

  • None

Delegation of Work:

  • N/A

Supervision Given:

  • N/A

Qualifications

Required Education:

  • Bachelor's degree

Required Experience:

  • Minimum of three (3) years of related job experience

License/Certification:

  • None required

Preferred Qualifications

  • None

Knowledge, Skills and Abilities

Knowledge:

  • Strong knowledge of processes and procedures around financial aid as it pertains to the higher education sector, including dealing with third party processing;
  • Knowledge of the Financial Aid Office and its functions;
  • Knowledge of the Registrar's Office and its functions.

Skills:

  • Excellent interpersonal and communication skills;
  • Proficiency in using computer software, particularly MS Excel and PeopleSoft;
  • Strong analytical skills.

Abilities:

  • Ability to use university applications and software systems;
  • Ability to communicate effectively with a wide range of individuals and constituencies in a diverse university community.

Work Location and Physical Demands

Primary Work Location:

  • Works in an office environment.

Physical Demands:

  • Work is performed in a typical, comfortable interior work environment which does not subject the employee to any unpleasant elements; individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks.

Position Specific Competencies

Commitment to Excellence - UHD

  • Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
  • Continuously strives to improve work performance.
  • Accepts responsibility for his/her commitments to the university.
  • Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

  • Treats others with courtesy, respect, and dignity in the workplace.
  • Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

  • Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
  • Accepts responsibility for his/her actions.
  • Respects and complies with department and university policies, procedures, and work rules.

Proficiency

  • Possesses required job skills and knowledge.
  • Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

  • Takes responsibility to accomplish job assignments within reasonable deadlines.
  • Willing to accept new projects and/or commitments.
  • Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
  • Arrives to work on time prepared and ready to contribute.

Flexibility

  • Willingly adjusts to changing work assignments or conditions.
  • Open to changes in operational procedures, technology, and/or organizational structure.
  • Views changes as opportunities for learning and professional development.
  • Displays a positive attitude to encourage others.
  • Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Instruction/Training

  • Demonstrates the ability to orally convey subject or message clearly and concisely to the intended audience.
  • Generates interest and enthusiasm in the subject or message from the participants.
  • Responds to participants' reactions or comments, and adjusts delivery style and/or format of presentation as needed.
  • Possesses a thorough understanding of the subject or topic to provide practical responses to questions or issues.
  • Displays applicable visuals and provides appropriate written materials to support the presentation.

Student Advising/Assistance

  • Demonstrates the ability to advise and assist university students and/or prospective students with academic plans and course selection, financial options, career plans, and/or student opportunities.
  • Shares relevant knowledge and insight to apprise students of the university's programs and services.
  • Provides encouragement and guidance to foster student success.
  • Listens and responds to student requests and concerns with patience and understanding.
  • Treats students with respect.

Problem Solving

  • Formulates plans and strategies to proactively resolve anticipated problems.
  • Prudently responds to unforeseen problems through careful consideration and analysis of problem and relevant information and circumstances.
  • Recognizes and apprises appropriate university administrator when resolution requires senior management input and/or approval.

This job description may not encompass all duties and responsibilities associated with the position.

Last updated 4/27/2022 6:10 AM