Tuition Coordinator

Office of Student Affairs

Exempt, Contingent II, 100%-Time, Pay Grade 1.1  

Location: Remote

University of Maryland Global Campus (UMGC) seeks a Tuition Coordinator in the Office of Student

Affairs. The Tuition Coordinator provides concierge level funding coaching and support to students through phone, email and SMS based communication. Successful Tuition Coordinators actively guide students in developing long term funding plans for their education, helping to remove financial obstacles to academic success. Tuition Coordinators spend most of their day on the phone and successful candidates will enjoy working in high energy, fast-paced phone-based contact center environment that relies heavily on technology to communicate with students. A successful candidate will demonstrate enthusiasm for assisting students achieve their goals and take initiative in helping students solve financial problems and funding barriers. A successful candidate will have the ability to rapidly build rapport with students, quickly understand student questions and concerns and recommend solutions to move students forward in their educational journey.

KEY ACCOUNTABILITIES INCLUDE:  

• Coach students during funding process to develop long term funding plan for their education that incorporates correct funding type(s) for each student to succeed.
• Possess thorough understanding of UMGC payment options, procedures, and systems including Federal Title IV regulations, veterans benefits, military benefits, corporate benefits, payment plans and other payment options.
• Be highly effective and dynamic through a high volume of phone, email, and SMS based interactions with our adult students on a regular and consistent basis.
• Provide a high-quality experience to each student that ensures they feel heard, valued and supported throughout their journey at UMGC.
• Conduct phone-based outreach to students based on funding status, document submission requirements and overdue balances, providing solution focused coaching to resolve issues.
• Analyze specific student concerns and funding roadblocks in a holistic manner, acting with accuracy, urgency and efficacy to provide long term funding solutions that move the student towards their goals.
• Participate in recruitment and retention activities including attending virtual open house events, information sessions and webinars to offer funding guidance to new and returning students.
• Accurately document, maintain, and track all student interactions, information, and progression through the Customer Relations Management system.
• Provide comprehensive responses to student questions regarding all funding types that focus on solution-oriented recommendations and long term educational funding security.
• Meet departmentally set metrics standards on a monthly basis.
• Maintain departmental Service Level Agreements in line with management expectation.

DUTY STATEMENTS:  

• Employees that live within 50 miles of UMGC are required to work university commencement.
• Employees are required to work some evening and weekend hours.
• Employees may be required to work certain holiday hours based on business need.

REQUIREMENTS FOR 100% REMOTE ROLE:

• Home worksite furniture and equipment shall be provided by the successful hire.
• UMGC will provide necessary office supplies, a laptop, monitor, and headset.
• Network communication to non-public UMGC online information technology services and data shall be made only through the use of the UMGC Virtual Private Network (VPN) to ensure data is transmitted through encrypted channels and proper authentication.
• All computing equipment that is used, whether purchased by UMGC or the individual, must be connected to broadband internet through an Ethernet connection.
• All computing equipment that is used must be connected to broadband internet with upload and download speeds of at least 25MBPS. You must also hardwire your laptop to the router through an ethernet connection.
• Candidates may not perform personal business during scheduled work hours with the exception of nonwork time, such as scheduled breaks.
• Candidates are required to make and maintain alternative childcare or other dependent care arrangements to permit concentration on work assignments during their scheduled work shift.  

REQUIRED EDUCATION AND EXPERIENCE:  

• An earned Bachelor’s degree from an accredited institution of higher learning
• Two to three (2-3) years of relevant work experience in an applicable role
• Candidates must possess excellent customer service, time management, creative problem solving, interpersonal, oral and written communications, and presentation skills, with strong attention to detail and accuracy.

PREFERRED EDUCATION AND EXPERIENCE:   

• Previous experience in any of the following areas: financial aid, student accounts, student finance, higher education admissions or enrollment management, recruiting, educational or training-industry sales, consultative inside sales of a service offering, call center or high-volume, customer service environment. 
• Experience leveraging CRM or call center applications and tools, such as a dialer is also preferred.
• Bi-lingual English/Spanish