2024-2025 - Office of the Registrar, Student Customer Service Associate

Florida International University is classified by Carnegie as a R1: Doctoral Universities - Highest Research Activity and recognized as a Carnegie engaged university. It is a public research university with colleges and schools that offers 196 bachelor's, master's and doctoral programs in fields such as engineering, computer science, international relations, architecture, law and medicine. As one of South Florida's anchor institutions, FIU contributes almost $9 billion each year to the local economy. FIU is Worlds Ahead in finding solutions to the most challenging problems of our time. FIU emphasizes research as a major component of its mission. FIU has awarded more than 220,000 degrees and enrolls more than 54,000 students in two campuses and three centers including FIU Downtown on Brickell, FIU@I-75, and the Miami Beach Urban Studios. FIU's Medina Aquarius Program houses the Aquarius Reef Base, a unique underwater research facility in the Florida Keys. FIU also supports artistic and cultural engagement through its three museums: Patricia & Phillip Frost Art Museum, the Wolfsonian-FIU, and the Jewish Museum of Florida-FIU. FIU is a member of Conference USA and more than 400 student-athletes participating in 18 sports. For more information about FIU, visit http://www.fiu.edu/.

The Office of Registrars has an opportunity for a federal work-study student to assist staff with day-to-day operations and provide general information. Every employee must behave with the outmost professional judgement while performing the duties assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Summary:

• Ability to communicate clearly and concisely with tact and diplomacy in all oral and written communications.
• Ability to work effectively in a team environment.
• Ability to exercise appropriate personal initiative and accountability.
• Ability to handle sensitive information in a confidential manner.
• Proven ability to execute instructions accurately and in a timely manner.
• Outstanding interpersonal and active listening skills along with an analytical and critical thinking ability to interpret and respond appropriately to diverse groups of constituents in various situations.
• Must have exceptional follow-up, follow-through, and attention to details skills, accomplishing tasks with concern for all areas involved.
• Demonstrates ability to work efficiently and complete tasks in a fast-paced environment amidst interruptions and fluctuating workloads.

Customer Service

• Provide customer service support via telephone, email, and in-person requests.
• Respond to email from departmental email addresses (transcripts, graduation, and verify).
• Review documents to ensure accuracy and successful completion of forms and additional documentation.
• Escalates problems to appropriate SR manager for the functional area.
• Document records using PantherSoft, ImageNow, Parchment, National Student Clearing House and any other platform used in the Registrar's Office.
• Support OneStop staff with front counter during peak hours.

Student Records Activities

• Understand and abides by FERPA regulations.
• Collection and review of sensitive documentation for purposes enrollment verifications, transcript ordering and graduation processing.
• Review and understand a student's record to problem solve and answer any student questions that may arise.
• Communicate the university policies and procedures.
• Provides detailed information to students in accordance with all applicable laws, regulations, and policies, regarding the records.
• Maintain current knowledge of federal, state, and institutional programs, regulations, policies, and procedures.
• Processing of enrollment verification requests for past and current terms.
• Has a clear understanding of the differences in non-degree, transient and dual enrollment students.

Transcripts Activities

• Respond to students, staff, and external constituents regarding transcript inquiries.
• Interact with third party transcript company for processing of transcript requests and troubleshoot students' transcript issues using third party's company software and portal.
• Serves as a liaison for the OneStop department to answer transcript related questions.

Graduation Activities

• Process requests for late graduation applications.
• Process requests for cancellation of graduation applications.
• Process requests for duplicate diplomas.
• Assist with graduation functions including commencement fairs and graduation ceremonies.

Class Management Activities

• Process OCM Help Desk tickets from University faculty and staff members.
• Assist in projects as directed by OCM Assistant Director.

Information Technology Activities

• Assist with running queries.
• Assist with desktop support.
• Assist with correction of enrollment reporting.
• Troubleshooting of hardware and software issues.

Federal Work Study

• Customer service experience.
• Experience working in higher education.
• Knowledge of Florida International University policies and procedures.
• Strong administrative, organizational, and prioritization skills.
• Familiarity with the use of standard office equipment (e.g. Xerox copier, fax, scanner).
• Fluency in Microsoft Office, Outlook, Excel, Work and Adobe Acrobat.
• Experience with CRM or other database software.
• Experience with PeopleSoft.
• Flexibility with office hours as needed.
• Ability to prioritize and multi-task in a fast-paced environment.
• Works well with others and creates a positive working environment.

Students enrolled at FIU, who have been awarded Federal Work Study (FWS) as part of their Financial Aid Award package.

Student must be enrolled with a minimum of six (6) credit hours in a course of study leading to a degree or a Financial Aid eligible certificate, during Fall, Spring, and Summer semesters.

Upon graduating, FWS employment must end.

Hours will vary based on class schedule and needs of the department.

$13.00/Hour

Criminal Background Check
This student appointment may be subjected to a pre-employment background check.

Background check and fingerprinting is required if the job includes any of the following:

Prospective Employee

If you have not created a registered account, you will be asked to create a username and password for use of the system. It is recommended that you provide an active/valid e-mail account as that will be the main source of communication regarding your status within the process. In this account, you are able to track your applicant status in "My Applications".

In order to be considered eligible for the position as an internal candidate, departmental staff must meet minimum requirements of the position, be in good performance standing, and have been continuously employed at the University for at least six months.

Before you begin the process, we recommend that you are prepared to attach electronic copies of your resume, cover letter or any other documents within the application process. It is recommended that you combine your cover letter and resume/curriculum vitae into one attachment. Attached documents should be in Microsoft Word or PDF format. All applicants are required to complete the online application including work history and educational details (if applicable), even when attaching a resume.

*This posting will close at 11:59 pm of the close date.

Current Employee

As a current employee, you must log into Employee Self Service (ESS) to apply for this and any other internal career opportunity of interest. In this account, you are able to track your applicant status in "My Applications".

In order to be considered eligible for the position as an internal candidate, departmental staff must meet minimum requirements of the position, be in good performance standing, and have been continuously employed at the University for at least six months.

Before you begin the process, we recommend that you are prepared to attach electronic copies of your resume/ curriculum vitae, cover letter or any other documents within the application process. It is recommended that you combine your cover letter and resume into one attachment. Attached documents should be in Microsoft Word or PDF format.

*This posting will close at 11:59 pm of the close date.

Clery Notice

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, the University Police department at Florida International University provides information on crimes statistics, crime prevention, law enforcement, crime reporting, and other related issues for the past three (3) calendar years. The FIU Annual Security report is available online at: https://police.fiu.edu/download/annual-security-fire-safety-report/.

To obtain a paper copy of the report, please visit the FIU Police Department located at 885 SW 109th Avenue, Miami, FL, 33199 (PG5 Market Station).

Pay Transparency

Florida International University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

FIU is a member of the State University System of Florida and an Equal Opportunity, Equal Access Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.