ISS Case Coordinator

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Job Summary

The International Offices (https://international.caltech.edu/ ) support the international community at Caltech and JPL, including students, scholars, and families. The staff members of the International Offices (IO) work as a team. International Scholar Services (ISS) serves Caltech’s international scholar community by ensuring that they are able to enter the United States, maintain work authorization, and travel abroad.

The ISS Case Coordinator will be a top-level contributor to general and immigration-specific administrative staff support for International Scholar Services, reporting to the Associate Director. This position is responsible for managing the database, including data entry, generating reports, and maintaining data integrity. ISS conducts I-9s for international scholars. The ISS case coordinator will coordinate and complete I-9s for ISS. The ISS Case Coordinator will collaborate with ISS advisors and campus partners to maintain and improve processes to support Caltech’s international scholars. They will work with staff in both International Student Programs (ISP) and the JPL International Office to ensure adequate coverage on an as needed basis and for completion of interoffice projects. 

Essential Job Duties

Customer Service Support and I-9s Coordination

• Corresponds with international scholars responding to their general inquiries with professional customer service. The case coordinator is expected to respond to topics including but not limited to: ISS arrival and onboarding process, ISS walk-in hours and procedures, I-9 procedures, travel signature procedures and other topics when asked.
• Screens phone calls and welcomes in-person visitors using considerable judgement in a tactful, professional manner to support seamless ISS operations.
• Engage in routine, collegial, and professional communications and teamwork between ISS and other campus partners regarding the records related to international scholars.
• Provides campus partners with information needed for their business practices demonstrating expertise in ISS records and systems affecting the project or issue.
• Applies comprehensive knowledge of ISS practices and procedures to formulate new and adapt outdated written processes and procedures for ISS related to the scope of the case coordinator role in a proactive manner.
• Supports and collaborates closely with ISS and IO team members to analyze, formulate, and update ISS and cross-IO processes using expertise of ISS practices and procedures.
• Utilizes specialized knowledge of the I-9 work authorization process for foreign nationals to serve as the primary ISS team member to conduct in-person I-9 verifications and reverifications expertly and professionally.
• Attends and participates in ISS, IO, and campus partner meetings and contributes information and questions regarding matters related to the ISS coordinator’s scope.
• Coordinates ISS programming which includes the monthly International Scholar Orientation and Cool Beans coffee hour and assists with coordinating other IO programming events.
• Schedules appointments and meetings for ISS staff and the IO department.

Record Management and Data Integrity Support

• Creates, monitors, and maintains international scholar records, and synthesizes data integrity in multiple systems, including Oracle, Ellucian’s ISSM database and related systems, Taleo, Division Personnel Management, Wufoo, Listservs, and Equifax. Participates in data cleaning efforts. 
• Uses expertise in ISS procedures and the above-mentioned systems to review and resolve a wide variety of issues in the creation and maintenance of records and data integrity independently.
• Acts as a technical resource to the ISS team for record management and data integrity practices. Communicates with the appropriate ISS advisor, Caltech campus partner or external contact professionally for assistance for ongoing high-level issues related to record maintenance and data integrity practices. 
• Creates data reports to assure that ISS is accurately tracking the work authorization and nonimmigrant status start dates and expiry dates for international scholars. This includes preparing the annual Open Doors report.
• Processes and maintains highly sensitive and confidential information, appropriately.

Office Operations Support

• Distributes the mail daily and scans tracking receipts for all outgoing mail.
• Reconciles monthly expenditures for the ISS team.
• Picks up checks.
• Coordinates and oversees the creation, maintenance, scanning, and archiving of paper files and electronic records. 
• Submits facility requests and communicating the outcomes to office members.
• Monitors supplies and orders office, kitchen, and program event supplies as needed and when asked.
• Other duties as assigned.

Basic Qualifications

• BA/BS degree
• 1 year of relevant administrative and customer service experience
• Detail oriented, methodical, and fluent with Excel.
• Strong interpersonal skills to collaborate with the variety of ISS stakeholders.
• Strong professional communication both in writing and in person.
• The ability to prioritize multiple complex responsibilities and accomplish them simultaneously.

 Preferred Qualifications

• Experience with international students or scholars in a higher education environment.
• Experience completing Form I-9.
• Knowledge of immigration regulations affecting international students or scholars.

Required Documents

•  Resume.