PROGRAM COORDINATOR, Study Abroad

The Program Coordinator works as part of a team to perform front-line reception and general advising duties as well as processing application and pre-departure documents for BU Study Abroad. The Program Coordinator will: manage the flow of thousands of communications/documents via Study Abroad main email account, phone, and walk-in visitors; support the Enrollment Services team by coordinating the receipt and validation of a high volume of incoming application and pre-departure documents; promote Study Abroad programs to help maximize participant enrollment and retention through timely and accurate advising and customer service-driven communications; and coordinate administrative tasks related to money handling and student accounts. This position follows a set rotational schedule assuring that all responsibilities are covered by the two-person team during regular business hours.

Key Responsibilities/Essential Job Functions:

• Serve as initial point of public contact for Study Abroad; disseminate accurate information about Study Abroad programs to a broad range of constituents via 5 main telephone lines and primary BU Study Abroad email account.
• Ensure smooth daily operations of the Study Abroad Front Desk including maintaining phone log and calendars and creating Enrollment Services departmental newsletter.
• Evaluate initial inquiry and advise students, faculty, administrators and parents on Study Abroad policies and procedures, particularly as related to the application and enrollment process.
• Respond to constituent needs and refer to most appropriate Study Abroad or Global Program staff members.
• Support recruiting and enrollment efforts through positive, accurate and timely communication and superlative customer service.
• Evaluate and process all application and pre-departure materials in the online application system including letters of recommendation, passport information and visa application materials, and prepare for admissions review.
• Communicate with applicants/participants, advisors and recommenders to resolve specific problems with invalid credentials.
• Troubleshoot common technical problems and report significant issues to appropriate staff.
• Manage Enrollment Services Advising Hours procedures including organizing internal calendars and student sign-in, troubleshooting Calendly system, gathering data for analysis and advising students.
• Assist at marketing and outreach events in a general advising role.
• Assist Enrollment Services team with the planning, implementation and presentation of pre-departure conference for students (occurs twice per year).
• Advise students on deposit-related matters, handle all incoming program deposits and review requests for deposit waivers and appeals to determine if they should be granted.
• Review and complete all consortium agreements submitted by non-BU students.
• Record and review Study Abroad Grant and Scholarship and other BU scholarship applications for proper completion.
• Interview, hire, train and supervise 1-2 student workers per semester.
• Assist Enrollment Services staff with basic administrative tasks and support as assigned by supervisor and/or Enrollment Services staff.

Required Qualifications, Skills, Abilities:

• 1-3 years of experience working in customer service, preferably in an educational setting.
• Highly organized with ability to manage multiple projects and priorities at the same time.
• Strong attention to detail.
• Strong cross-cultural interpersonal and communication skills and the ability to work effectively with all levels of staff.
• Ability to work effectively as part of a team.
• Proven track record of problem solving.
• Ability to work as a successful team member.
• Discreet and heightened sense of awareness when working with sensitive data.
• Excellent knowledge of Microsoft Office/Google Suite and database applications.