One Stop Specialist I

The University of Massachusetts Global (UMass Global) is a private, nonprofit affiliate of the University of Massachusetts. Accredited by WASC (Western Association of Schools and Colleges), the university offers undergraduate, graduate, credential, and certificate programs designed to be relevant to more than 90 career paths. UMass Global has ranked consistently among the best in the nation by U.S. News and World Report .

At the University of Massachusetts Global, we value the personal health and financial well-being of our employees. With our affordable and flexible benefit packages we aim to provide peace of mind to allow employees to focus on important aspects of their lives. Our benefits include:

Healthcare

Medical, dental, and vision plans - including health and flexible spending accounts - that cover you and your family.

Work-Life Balance

We encourage a healthy work-life balance, that’s why we offer flexible schedules and remote work opportunities. In addition, we provide generous vacation and sick time and 13 paid holidays which includes a winter break.

Financial Protection

For life's unexpected surprises - we provide life and disability insurance, prepaid legal, identity theft, critical illness, accident, and travel assistance. We also have programs to help you manage student debt offered through SAVI. Employees are also eligible for Public Student Loan Forgiveness.

Tuition Remission

We support the educational goals of you and your family by providing tuition discounts at UMass Global and Chapman University.

Wellbeing

24/7 counseling support, through our Employee Assistance Program, and free premium subscription to Calm for you and your dependents! In addition, our Wellness program provides year-round events that bring together our community and promotes employee well-being.

Retirement

Pre-tax and Roth options with a generous match of 6% and additional employer contribution of 3% - totaling 9%!

The One Stop Specialist I will knowledgably assist and continually support Umass Global Students with each of the various steps and processes experienced throughout the student lifecycle and beyond. They will provide high quality, customer focused service to all students, staff, and guests. Communicate and collaborate throughout the university One Stop community and perform other duties based on department needs. Perform all duties in accordance with the University’s policies and procedures, all US state and federal laws and regulations, wherein the University operates.
Remote from any of the following states: Texas, Arizona, Nevada.
The hiring range for this position is $17.98 - $22.00 per hour. Offers are determined by a variety of factors, including but not limited to: geographical location, knowledge, skills, years & depth of experience, and equity with internal team members.

TYPE OF SUPERVISION:

Receive supervision from the One Stop Supervisor.

• Supervision — indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines.

POSITION DUTIES AND RESPONSIBILITIES:  

ESSENTIAL FUNCTIONS: 

Financial Aid

• Acquire and demonstrate content knowledge regarding specific degree, credential, and certificate programs. Pursue and demonstrate knowledge of the Federal Financial Aid program.
• Serve as the main point of contact for students with the financial aid office.  Provide financial aid information to students regarding the application process, needs determination, verification, and status of their financial aid application in accordance with all applicable laws, regulations, and policies.
• Work with Financial Aid Office to resolve information discrepancies.  Reconcile admission status with financial aid applications.
• Complete funding plans based on student education plans.

Student Accounts/Business Services

• Assist students with various questions regarding their accounts including but not limited to payments, holds, and refunds.
• Run student account reports, analyze student accounts and records for accuracy and completion.
• Contact students regarding past due accounts and provide due diligence in collecting money owed to the university.

Student Services

• Perform student services functions including assisting students with registration questions/processes; add/drop procedures, graduation information and basic student application questions.
• Input and track missing documents including Financial Responsibility Agreements (FRAs) and Interest Disclosure Statements.

Military Programs

• Provide information to military students regarding all applicable programs and services.
• Collect & review all military program forms, build and maintain military student file of supporting eligibility documents and continued certification of enrollment for audit purposes.
• Work with Military and VA Student Services staff to assist veteran students with any issues that may affect their attendance or benefits.

Other Duties

• Performs other duties, as assigned

POSITION SPECIFICATIONS AND REQUIREMENTS:

EDUCATION, EXPERIENCE, CERTIFICATION AND/OR LICENSES:

Required

• Associate's degree or relevant combination of experience and education,
• 2+ years previous experience in student financial aid, student accounts, customer service based positions or closely related field.

Desired

• Bachelor’s degree in accounting or related field
• Experience working in higher education preferred
• Knowledge of UMass Global University policies and procedures.

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

• Outstanding customer service skills including interpersonal and active listening skills along with an analytical and critical thinking ability to interpret and respond appropriately to diverse groups of people in various situations.

• Ability to communicate clearly and concisely with tact and diplomacy in all oral and written communications.
• Ability to work effectively independently and in a team environment while continually focusing on the needs of the students.
• Ability to exercise appropriate personal initiative and accountability.
• General familiarity working in database systems including data entry, queries and running reports.
• Ability to accurately perform key mathematical functions (e.g. addition, subtraction, multiplication, division).
• Proven ability to execute instructions accurately and in a timely manner.
• Strong administrative, organizational, and prioritization skills.
• Must have exceptional follow-up, follow-through, and attention to details skills, accomplishing tasks with concern for all areas involved, no matter how small.
• Demonstrated ability to work efficiently and complete tasks in a fast-paced environment amidst interruptions and fluctuating workloads.

Machines, Tools, Equipment, Electronic Devices and Software:  Intermediate level experience in Microsoft Office Word, Excel, Outlook. Familiarity with the use of standard office equipment (e.g. copier, fax, scanner, etc.).

Contact with Students:  Frequent

Contact with Faculty and/or Staff:   Frequent

Contact with Community and Vendors: Occasional

SPECIAL REQUIREMENTS:

Working conditions are normal for an office environment.  Position may be required to work flexible hours particularly given campuses’ extended hours of operation and may require occasional weekend and/or evening work.  Applicants for this position are subject to a background check and a criminal history review. 

Please Note: Internal Employees, please access the Career app on the Workday Dashboard homepage to apply for the position.

Equal Employment Opportunity – UMass Global is committed to providing an educational and work environment free of unlawful discrimination and harassment in any form. UMass Global prohibits all forms of discrimination and harassment on the basis of age, ancestry, color, religious creed (including religious dress and grooming practices), disability (mental and physical), marital status, medical condition, genetic information, military and veteran status, national origin (including language use restrictions), race, sex (including pregnancy, childbirth, breastfeeding, and/ related medical conditions), gender, gender identity, gender expression, sexual orientation, or any other characteristic protected by local, state or federal law.

Reasonable Accommodation – UMass Global provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the recruitment department at [email protected] .