Student Customer Service Associate - Office of the Registrar

Florida International University is a top public university that drives real talent and innovation in Miami and globally. Very high research (R1) activity and high social mobility come together at FIU to uplift and accelerate learner success in a global city by focusing in the areas of environment, health, innovation, and justice. Today, FIU has two campuses and multiple centers. FIU serves a diverse student body of more than 56,000 and 290,000 Panther alumni. U.S. News and World Report places dozens of FIU programs among the best in the nation, including international business at No. 2. Washington Monthly Magazine ranks FIU among the top 20 public universities contributing to the public good.

The Office of Registrars has an opportunity for a 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.

Requires prior completion of FIU Service Excellence training or completion within first 30 days.
Customer service knowledge
Ability to work in a team setting.
Basic level of Microsoft Word.
None to basic Microsoft Excel.
Ability to take direction and work independently as needed.
Ability to maintain confidentiality when dealing with highly sensitive information.

• 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.

Student Assistant

• Applicants must be currently enrolled as a student at FIU with a minimum of six (6) credits as an Undergraduate student or three (3) credits as a Graduate student during the Fall and Spring semesters.
• During the Summer semesters, Students need only remain enrolled and are not required to take credit hours, but cannot have graduated.
• Upon decreasing credit hours or graduating, student employment must end.

Monday- Friday 8:30am-5:00pm

up to 20 hours within this schedule

$13.00/hour

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

Extended Background Check is required if the job includes any of the following responsibilities. Some may also require a Fingerprint Check:

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".

To be considered eligible for the position as an internal candidate, departmental staff must meet minimum requirements of the position and be in good performance standing.

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 12:00 am 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".

To be considered eligible for the position as an internal candidate, departmental staff must meet minimum requirements of the position and be in good performance standing.

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 12:00 am 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.