Clerk IV; Customer Service Coordinator

Title: Clerk IV (Customer Service Coordinator)

Executive Area: Academic Affairs

College/School/MBU: Admin Support Units

Department: Enrollment Management Ops

Work Location: Amherst

Schedule: Full Time

Work Arrangement: Hybrid

Reporting to the Assistant Director of Enrollment Management Customer Relations, the Customer Service Coordinator (Clerk IV) provides front‑line customer service and reception for the Offices of Enrollment Management (Undergraduate Admissions and Financial Aid Services), with a primary focus on customer service and support of the Financial Aid Services call center. The person in this position assists with training, scheduling, and ongoing support and guidance to student staff working in the Financial Aid call center.

• Provide front‑line customer service and reception services for the Offices of Enrollment Management with a focus on the Financial Aid Services call center; assist customers with general inquiries and direct them to counselors or other staff as needed.
• Provide information pertaining to Financial Aid process, timelines, requirements, and regulations to current and prospective students and families, University and high school staff, and other relevant parties.
• Provide proactive and follow‑up customer service to prospective students and families who have incomplete financial aid applications or are otherwise ineligible to continue through the Financial Aid process to ensure the completion of financial aid applications and processes.
• Assist the Assistant Director with training, scheduling, and ongoing support and guidance of student staff in the call center; ensure that student staff are up to date with Financial Aid policies, deadlines, and common issues and provide feedback on student staff performance and training.
• Complete forms and other requests for financial aid information, such as subsidized housing forms, sibling enrollment forms, study abroad aid verification forms, application fee waivers, Mass Rehab, and other vendor certifications.
• Complete cost of attendance adjustments, loan increases and decreases, and other student‑initiated financial aid adjustments.
• Assist the Assistant Director with the annual recognition of exceptional student employees on campus, including logistics, convening the award committee, coordinating meetings, soliciting nominations, organizing nomination forms, and inviting recipients, staff members, and guests to the award ceremony.
• Provide backup assistance to the Undergraduate Admissions customer service team as needed, including proactive and follow‑up customer service in response to voicemails, emails, and incomplete Admissions applications and/or missing materials.

• Perform other duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.

• High school diploma or equivalent and two (2) years of experience providing exceptional customer service, preferably in an office environment.
• Strong oral and written communication skills with the ability to express thoughts and information clearly and in a logical sequence.
• Strong interpersonal skills with the ability to maintain harmonious working relationships and collaborate effectively with a diverse population of stakeholders.
• Ability to maintain professionalism during difficult situations (e.g., irate, confused, or frustrated students or families), deescalating when possible and redirecting as needed.
• Strong organizational skills and attention to detail with the ability to work effectively under pressure and balance the demands of competing projects and/or priorities.
• Commitment to a culture of non‑discrimination.
• Ability to exercise sound judgement and maintain confidentiality.
• Ability to understand and comply with federal law, state law, and University policy.
• Strong computer skills, particularly with email, calendars, word processing software, and spreadsheets, and the ability to learn new tools and technology at a moderate pace.

• Experience working in financial aid or student financial services.
• Supervisory experience.
• Experience working with confidential and…