Team Associate

Team Associate

University of Maryland Global Campus (UMGC) seeks a Team Associate I in the Office of Admissions. Reporting to the Associate Director of Admissions, the Team Associate performs a full range of multi-functional administrative/operational duties, assisting with a full range of applicant and new student services for the purpose of creating a world-class new student service experience and environment for the University of Maryland Global Campus

SPECIFIC RESPONSIBILITIES INCLUDE:

• Receives and directs inbound calls from the Admissions Transcript and General Admissions phone queues. Responds to general inquiries requiring research or interpretation of relevant departmental policies and procedures. Warm transfers calls to other departments as appropriate Makes outbound phone calls to leads and applicants to follow up on their requests for information, to follow up on missing transcripts, admissions documents and outstanding documents related to their payment methods
• Accurately documents, maintains, and tracks prospective student interactions, information, and progression through the application and admissions process in the CRM system
• Responds to or forwards email and cases sent to the unassigned Admissions queue and overdue Admissions case queues
• Prepares worksheets, tables, correspondence, and standard reports. Participates in the preparation and review of statistical and other reports for completeness and accuracy
• Identifies and resolves administrative process problems impacting productivity and quality. Participates in developing new or revised processes
• Completes assigned administrative tasks or functions with other departments to include Admissions Services, Academic Operations and Degree Audit
• Evening, weekend and holiday hours will be required based on business needs
• Perform other job duties as assigned.

REQUIRED EDUCATION AND EXPERIENCE:

• High school diploma or GED and 3 years of clerical work experience in a customer service environment
• Additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience
• Strong customer service, communication and interpersonal skills used in both inbound and outbound calls
• Proficiency in Microsoft Office Suite
• Experience working independently in a remote environment
• Ability to prioritize and manage multiple tasks while displaying a self-motivated, organized and upbeat personality with a desire to encourage others to succeed

PREFERRED EDUCATION AND EXPERIENCE:

• An earned Associate's degree from an accredited institution of higher learning