One Stop Coordinator

Please Note: Internal Employees, please access the Jobs Hub in Workday to apply for the position.

ABOUT US

University of Massachusetts Global is a private, nonprofit affiliate of the University of Massachusetts, created to help working adults change their lives through flexible, high-quality education built for real life. Regionally accredited by the WASC Senior College and University Commission (WSCUC) and recognized by U.S. News & World Report among the Best Online Programs for 13 consecutive years (2013–2025), the university has a long track record of online innovation. Students across 49 states and internationally can upskill, reskill, and move forward without putting life on hold through technology-enabled, real-world learning.​ With 55+fully online, career-focused programs designed around the realities of work, family, and constant change, we remain ever-focused on developing future-ready learners who can thrive in a rapidly shifting world.

This position is open to candidates who currently reside in one of the following approved states from which the role may be performed remotely: Alabama, Arizona, Georgia, Idaho, Indiana, Minnesota, Nevada, New Hampshire, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin.

ABOUT THE ROLE
This is an entry level position in the One Stop professional path. Phase I includes serving as the initial gateway for One Stop services by routing queries to appropriate One Stop staff and providing general information related to online One Stop processes and policies. Phase II consists of immersion into the comprehensive One Stop Training program acquiring extensive knowledge of One Stop Service requirements which may include; financial aid, student accounts, registration, program evaluation, academic and administrative policy and procedures, tutorials, coursework, supervised student contact sessions, and providing direct support to the One Stop team. TYPE OF SUPERVISION RECEIVED:
- General direction from the One Stop Supervisor, incumbent will provide information and make decisions, incumbent will conduct business using reflected authority following established policies and procedures

POSITION DUTIES AND RESPONSIBILITIES:
Essential functions: 100% of time

- Email, chat, and telephone response and/or routing of inquiries & issues raised by online students specifically related to financial aid, student accounts, registration, degree program evaluation, articulation, academic policy and procedures, petition processes, graduation/degree conferral, transcripts, and other records related questions

- Immersion into One Stop training program

- Serve as back-up for telephone/email response during training period

- Participate in supervised student contact sessions

- Perform other duties as assigned

Non-Essential Functions of the Job:
- None identified at this time

POSITION SPECIFICATIONS AND REQUIREMENTS:

Previous Experience:

Desired:

- 1+ years of experience in Direct Customer relations preferably in higher education service environment

- 1+ years of experience working with enterprise software systems, telephonic systems, document imaging systems

- Demonstrated experience in problem solving/problem resolution

- Excellent oral, written, interpersonal and quantitative skills, demonstrating ability to communicate effectively with a diverse population, either online, via phone, or in person

- Demonstrated experience working in a high volume active environment calling for independent, proactive thinking skills

- Strong desire to be part of a very collaborative team centered environment which emphasizes creativity, out-of-the box thinking

- Demonstrated understanding of higher education academic policy and procedure requirements

- Demonstrated ability to maintain a supportive, calm service demeanor when dealing with upset or challenging students/clients

- Demonstrated knowledge and experience in using an Office suite of products includ