Clerk IV (Customer Service Representative)

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

Serves as an information specialist in the Registrar's Office, providing students, faculty, and staff with service relative to academic policies and procedures. Provides operational and customer service support to the Registration and Transcripts Area; including enrollment, registration, record creation, grading and other functions of student records and enrollment. Will be available to assist the University+ Session Records and Registration Area in same manner during their peak busy times of academic year. This position requires a high level of independence and the ability to exercise sound judgment and balance urgent priorities.

Essential Functions

• Serves as customer service representative via phone, email and in-person for the Registration and Transcripts Area of the Registrar's Office. Assists faculty, staff, and students with registration-related questions and issues in all UMass classes (University and University+), as well as with questions related to academic policies and procedures. Addresses complaints and verifies and releases student information according to federal and state law and established University guidelines. Answers questions using information from the student information system and document imaging system. Assists the University+ Session Records and Registration Area in same manner as needed.
• Maintains student records; including but not limited to changes in status, course enrollment changes, credit-limit changes, enrollment appointments, and withdrawal requests. Assist with the creation of new records for undergraduate, non-degree and non-credit students across both areas (University+ Session Records and Registration; Registration and Transcripts).
• Runs queries on the student information system; interprets data and performs data entry updates as needed for student records. Identifies, troubleshoots, and corrects errors to ensure integrity and accuracy of student records.
• Verifies enrollment and graduation status and reports changes through the National Student Clearinghouse. Addresses other requests for information from subpoenas, government agencies (e.g. Homeland Security, FBI, etc.), and other external sources.
• Troubleshoots questions regarding the ordering of transcripts from Parchment transcript service and document imaging system. Prepares transcripts for on-campus delivery and in-person pickup.

Other Functions

Performs other duties as assigned.

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

• High School diploma or equivalent and a minimum of three (3) years of office experience.
• Excellent communication and strong interpersonal skills in interacting with a diverse community of students, parents, faculty, staff, and the public. Ability to handle difficult customers with tact.
• Ability to work under pressure, maintain accuracy, follow through on detailed tasks, and meet deadlines in a busy environment while exercising sound judgement independently.
• Ability to understand, explain, and apply the laws, policies and procedures governing a Registrar's Office including FERPA. Ability to determine the proper format and procedure for assembling items of information.
• Computing proficiency; experience with data entry and using administrative software and applications.
• Working knowledge of business English, spelling, punctuation, and math.
• Flexibility in approaching tasks; willingness to contribute efforts toward office-wide priorities and projects.

Physical Demands/Working Conditions

Typical office environment.

Work Schedule

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

Salary Information

USA/MTA Non Exempt 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.