Clerk IV (Customer Service Outreach Coordinator - Hybrid Opportunity)

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

The Customer Service Outreach Coordinator (Clerk IV) of Enrollment Management Customer Relations shares responsibility for all aspects of incoming and outgoing customer service and reception for the Offices of Enrollment Management (Undergraduate Admissions and Financial Aid Services), with a primary focus on supporting Financial Aid Services' outreach activities and proactive customer service initiatives.

This role provides exemplary customer service in person, via phone, zoom, and email to students, families, and other constituent groups.

The person in this position assists with training, scheduling, and providing guidance to student staff members and Peer Counselors working on the Financial Aid Services outreach team.

This position requires a detailed understanding of Financial Aid processes, timelines, and regulations and superior customer service and communication skills.

Essential Functions

Provides customer service and reception services for the Offices of Enrollment Management (Undergraduate Admissions and Financial Aid Services) via phone, via email, and in person.

Assigns calls, emails, and visits to counselors and other staff members as needed.

• Provides information on financial aid applications, processes, eligibility requirements, timelines, regulations, and other related information to current, prospective, and former students, families, and student advocates, University and high school staff, and other parties.
• Provides targeted proactive and follow-up customer service to students and families in need of special counseling (e.g.

those who have incomplete financial aid applications or are otherwise ineligible to continue through the Financial Aid process).

Assists the Senior Assistant Director of Enrollment Management Customer Relations with training, scheduling, calendar upkeep, event planning, and on-going support and guidance of the Financial Aid Services outreach team.

Ensures that student staff members remain current with Financial Aid policies, deadlines, and common issues. Provides constructive feedback on student staff performance and training.

• Reviews outreach data sets and assists the Senior Assistant Director with compiling reports and recommendations based on outreach event feedback and participation.
• Completes third party forms and other requests for financial aid information, e.g. subsidized housing forms, sibling enrollment forms, study abroad aid verification forms, scholarship forms, and similar.
• Completes cost of attendance appeals, loan increases / decreases, and other student-initiated financial aid adjustments.

Other Functions

• Works collaboratively with other campus stakeholders to fulfill the mission of Enrollment Management.
• Contributes to creating a positive and respectful workplace defined by personal and professional competence, integrity, and collaboration.
• Understands and contributes to implementation of departmental and institutional goals for achieving non-discrimination and creating a respectful, inclusive environment that is supportive of diversity.
• Performs other duties as assigned or required to meet Department, Executive Area / Division, and University goals and objectives.
• Provides backup assistance to Undergraduate Admissions customer service team as needed.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• High school diploma or equivalent required.
• At least two (2) years of experience in customer service, counseling, and / or mediation.
• Exceptional customer service skills.
• Excellent oral and written communication skills.
• Ability to establish and maintain good working relationships.
• Ability to handle difficult situations and interactions in an appropriate manner.
• Ability to work effectively with 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)

• Experience working with high volume incoming / outgoing calls.
• Experience working with confidential and sensitive data; experience using discretion and understand privacy laws (e.g. FERPA).
• Experience generating graphs and charts in various software such as excel.
• Bilingual / multi-lingual ability.

Physical Demands / Working Conditions

Typical office environment activity.

Work Schedule

• Mon-Fri; 9 : 00am - 5 : 00pm.
• 37.5 hours / week.
• 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

USA / MTA Grade 13.

Special Instructions to Applicants

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

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination 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 UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.