Residency Associate

Job Summary

The Office of the Registrar is seeking a highly skilled, customer service oriented professional to work with the Residency Classification Office. This position works as an important part of a team to provide students, families and U-M staff with assistance navigating the in-state tuition application process, including clarifying the in-state tuition eligibility criteria under the university’s Guidelines for Qualifying for In-State Tuition.

Reporting to the Assistant Registrar for Residency, the Residency Associate is expected to apply comprehensive knowledge of processes and systems to daily work, identify opportunities for efficiencies, recommend process improvements, utilize creative thinking for problem solving, provide exceptional service to all constituents, and work directly with residency team to ensure the integrity of the Guidelines are upheld and executed.

• Receives and responds to large volume of residency inquiries via phone and email regarding in-state tuition eligibility; counsels and assists students and families with inquiries regarding in-state tuition criteria and the application process; details eligibility requirements with timeliness and accuracy, and anticipates questions from internal and external stakeholders.
• Reviews, evaluates and recommends decisions for in-state tuition applications within established guidelines.
• Supports students with in-state tuition application submission and status checks.
• Supports Residency Office team in various administrative tasks including but not limited to document management, letter production, data entry and management, data tracking and reporting.
• Resolves inquiries from U-M staff requiring assistance with residency coding.
• Collaborates with assistant registrar on internal residency audits.

• Bachelor’s Degree.
• Minimum of two years of customer service experience in an office/administrative environment with a demonstrated ability to interact positively with diverse populations.
• Possesses professional demeanor and exceptional customer service skills.
• Excellent analytical and problem‑solving skills; able to manage and analyze complex information; applies creative and critical thinking skills to problem solving; demonstrated ability to handle confidential material in a sensitive manner.
• Demonstrated ability to multi‑task and set priorities for complex tasks with competing deadlines (e.g. manage priorities in alignment with admissions cycles for all three campuses of the university).
• Demonstrated ability to work both independently and in a team environment.
• Excellent interpersonal, written and verbal communication skills.
• Demonstrated meticulous attention to detail with a high degree of accuracy and accountability.
• Ability to perform a wide variety of duties and responsibilities with accuracy and efficiency under the pressure of time‑sensitive deadlines in an open office environment.

• Knowledge of the academic operations at the University of Michigan - Ann Arbor.
• Experience with LEAN or other process improvement initiatives.
• Experience and/or familiarity with People Soft/Oracle preferred.

• Generous time off
• Retirement plan that provides two‑for‑one matching contributions with immediate vesting
• Many choices for comprehensive health insurance
• Life insurance
• Long‑term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses

This position may be eligible for flexible work opportunities at the discretion of the hiring department. Flexible work agreements are reviewed each term and subject to change dependent on the business needs throughout the course of employment.