Canes Associate

Position: Canes Central Associate
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Core Job Summary

The 'Canes Central Associate provides direct one-stop support and customer service to current and prospective students, parents, staff, faculty, and other constituents as part of a dynamic team in the University of Miami's 'Canes Central. The 'Canes Central Associate performs administrative duties that require detailed knowledge of four core areas of operation: registration and records, billing and payment, financial aid, and 'Cane Card.

This position also requires general knowledge of admission, Orientation, housing, dining, and other student services. The expectation is the 'Canes Central Associate will use a holistic approach to counsel students on their financial and enrollment options, advise students of various policies and procedures, investigate cases, and offer sound resolutions to all inquiries presented to 'Canes Central while providing service and experience excellence.

Core Job Functions

• Supports a combination of assigned functions by using a holistic, one-stop-shop approach to ensure current and prospective students, parents, staff, faculty, and other constituents receive the highest-level of customer service and best-possible information on their inquiries related to registration and records, billing and payment, financial aid, 'Cane Card, and various other student services.
• Counsels on enrollment options, discusses deadlines, explains financial aid awards and requirements, advises on financial aid review procedures, analyzes and explains account balances, discusses refund possibilities, creates letters of expense, and directs to payment methods online or via the Cashier's Office.
• Collaborates with other campus offices to follow up on referrals, eliminate roadblocks, reach solutions, and deliver coordinated customer care.
• Communicates regularly with students in person and via e-mail, live chat, and phone, and documents each interaction in the 'Canes Central case management system.
• Serves as a greeter to welcome visitors, assess their needs, check them in to meet with 'Canes Central team members, and provide referrals to other campus resources as needed.
• Prints new and replacement 'Cane Cards, processes documentation to charge students for replacement 'Cane Card fees, reviews and addresses 'Cane Card errors, and connects with Access Control to resolve access issues.
• Assists with call center operations by taking inbound calls, addressing student inquiries, and directing callers to open cases via the 'Canes Central Submit a Case portal when needed, and helps with proactive outbound calling, texting, and general outreach campaigns.
• Accepts cases and works independently to locate information, research and analyze solutions, convey required actions, provide support, give regular updates, and answer a wide range of general inquiries to reach efficient and effective resolutions.
• Hosts walk ins, in person appointments, and virtual appointments to address student concerns, and holds on to cases for further research and follow up when required.
• Serves as a member on at least one 'Canes Central committee to explore and enhance specific proactive elements of the 'Canes Central operation, including communication and outreach, on-going training, one-stop best practices, etc. that will enhance collegiality, productivity, engagement, and the overall student experience.
• Receives, reviews, and processes documents using established procedures, including but not limited to Drop/Add forms, transcript requests, biographic-demographic forms, social security updates, readmission forms, financial documents, etc.
• Understands and abides by the guidelines set forth in the Family Education Rights and Privacy Act (FERPA) and Gramm-Leach-Bliley Act (GLBA) to protect the confidentiality and integrity of all student records.
• Addresses all concerns according to established standards and reports any opportunities for improvement and/or trends identified…