Student Services Coordinator - Hybrid

The University of Miami, Division of Enrollment Management, has an exciting opportunity for a full time Student Services Coordinator to work in Coral Gables, FL/ hybrid schedule. The Student Services Coordinator is responsible for delivering a high-quality customer service experience to potential applicants, current applicants, and newly admitted students and their families. Key responsibilities of this role include managing the Admission and My Documents inboxes.

The Coordinator is also responsible for the development and implementation of improved operational processes and policies and customer service metrics. The Enrollment Management Operations department carries out the operational functions to support the enrollment activities of Undergraduate Admission and Student Financial Assistance and Employment.

• Manage, hire, train, and coach a robust team of student assistants who provide customer service, ensuring service levels are met or exceeded.
• Establish efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction.
• Review and respond to escalated call and email issues that may affect the service level, efficiency, and productivity of the customer service function.
• Administer snippets for the Admission and My Documents inboxes.
• Determines appropriate responses and prioritizes emails based on day-to-day circumstances.
• Manage on-site mail operations, the My Documents Inbox, Batch Acquire, and Dynamic Forms.
• Ensure all aspects of in-person mail operations and document submission are handled efficiently, including retrieval, review, proper indexing, and retention of documents.
• Support the initial final high school transcript review process.
• Serve as a primary contact via phone and email for student and parent questions and concerns related to student applications and records and serve as the liaison for student records to other University departments.
• Load and index all documents and files related to undergraduate student records and ensure that the appropriate checklists are satisfied.
• Understand and communicates important concepts related to records management and utilizes a practical approach for ensuring that student records are kept secure and confidential and are accurately recorded in the University’s student information system(s).
• Regularly review and manage mismatched records in Slate, manage test scores, and process change requests from EM functional personnel.
• Generate queries, reviews, and analyzes results to troubleshoot data discrepancies and ensure student record data is accurate and complete.
• Address student and parent questions and concerns related to student applications and records and serve as a liaison for student records to other University departments.
• Ensure departmental goals are aligned with organization objectives, achieved, or exceeded and adhere to approved budget.
• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

• High school diploma.
• Bachelor’s degree in a related field is preferred.
• At least one (1) year of relevant work experience in higher education preferred.
• Experience working in a Student Information System, database and/or CRM required.
• Knowledge of records management concepts is important for this position.
• Strong attention to detail and ability to manage multiple projects and tasks simultaneously is required.
• Ability to maintain effective interpersonal relationships.
• Ability to effectively plan, delegate and/or supervise the work of others.
• Strong customer service skills.
• Excellent oral and written communication skills and ability to provide excellent customer service to students, parents, and administrators.
• Any relevant education, certifications and/or work experience may be considered.

The University of Miami is recognized as one of the nation’s premier research institutions and academic health systems and is among the largest employers in South Florida. With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to…