One Stop Coordinator

Please Note: Internal Employees, please access the Jobs Hub in Workday to apply for the position.

ABOUT US

University of Massachusetts Global is a private, nonprofit affiliate of the University of Massachusetts, created to help working adults change their lives through flexible, high-quality education built for real life. Regionally accredited by the WASC Senior College and University Commission (WSCUC) and recognized by U.S. News & World Report among the Best Online Programs for 13 consecutive years (2013–2025), the university has a long track record of online innovation. Students across 49 states and internationally can upskill, reskill, and move forward without putting life on hold through technology-enabled, real-world learning.​ With 55+fully online, career-focused programs designed around the realities of work, family, and constant change, we remain ever-focused on developing future-ready learners who can thrive in a rapidly shifting world.

This position is open to candidates who currently reside in one of the following approved states from which the role may be performed remotely: Alabama, Arizona, Georgia, Idaho, Indiana, Minnesota, Nevada, New Hampshire, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin.

*See job description below for any applicable location requirements.

Employees must be available for collaboration during core hours from 10am to 3pm (PST).

ABOUT THE ROLE

This is an entry level position in the Online One Stop professional path. Phase I includes serving as the initial telephone and/or email gateway for Online One Stop services by routing queries to appropriate online One Stop staff and providing general information related to online One Stop processes and policies. Phase II consists of immersion into the comprehensive One Stop Training program acquiring extensive knowledge of One Stop Service requirements which may include financial aid, student accounts, registration, program evaluation, academic and administrative policy and procedures, tutorials, coursework, supervised student contact sessions, and providing direct support to the One Stop receptionist position. Incumbent also performs other Student Services duties as assigned.

TYPE OF SUPERVISION RECEIVED:

• General direction from the Online Assistant Director, One Stop Specialist, incumbent will provide information and make decisions, incumbent will conduct business using reflected authority following established policies and procedures

POSITION DUTIES AND RESPONSIBILITIES:

Essential functions:

• Email, chat, and telephone response and/or routing of inquiries & issues raised by online students specifically related to financial aid, student accounts, registration, degree program evaluation, articulation, academic policy and procedures, petition processes, graduation/degree conferral, transcripts, and other records related questions
• Immersion into One Stop training program
• Serve as back-up for telephone/email response during training period
• Participate in supervised student contact sessions
• Perform other duties as assigned

POSITION SPECIFICATIONS AND REQUIREMENTS:

Previous Experience Desired:

• 1+ years of experience in Direct Customer relations preferably in higher education service environment
• 1+ years of experience working with enterprise software systems, telephonic systems, document imaging systems
• Demonstrated experience in problem solving/problem resolution
• Excellent oral, written, interpersonal and quantitative skills, demonstrating ability to communicate effectively with a diverse population, either online, via phone, or in person
• Demonstrated experience working in a high-volume active environment calling for independent, proactive thinking skills
• Strong desire to be part of a very collaborative team centered environment which emphasizes creativity, out-of-the box thinking
• Demonstrated understanding of higher education academic policy and procedure requirements
• Demonstrated ability to maintain a supportive, calm service demeanor when dealing with upset or challenging students/clients
• Demonstrated knowledge and experience in using an Office suite of products including email, Outlook, excel, PowerPoint, etc.
• Experience in dealing with veterans/military related assistance guidelines

Knowledge and Education:

• Associate’s degree or equivalent combination of experience and education; bachelors degree desired

Machines, Tools, Equipment, Electronic Devices and Software: Administrative software, Office Suite, ImageNOW, Wimba

Contact with Students: Daily

Contact with Faculty and/or Staff: Daily

Contact with Community and Vendors: Periodically

The hiring range for this position is $18.00 - $20.30 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.

BENEFITS AND PERKS

At the University of Massachusetts Global, we support your total well-being with flexible and meaningful benefits:

• Health: Medical, dental, and vision coverage with spending account options.
• Work-Life Balance: Remote options, flexible schedules, 1/2 day Fridays (biweekly), generous time off, including paid holidays and a paid winter break.
• Financial Security: Life, disability, accident, legal, identity protection, and student debt support.
• Retirement: 403(b) plan with a Roth option. 3% non-elective contribution and up to 6% match for a 9% total employer contribution!
• Education: Tuition discounts for employees and family and Tuition Exchange program with other universities. PSLF eligible employer.
• Wellness: Counseling services, Free Calm Health subscription and year-round wellness programs.

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, race (including hairstyle/texture, protective hairstyles, braids, locks, and twists), color, religion (including religious observance, belief, practice dress and grooming practices), citizenship, pregnancy (including temporary physical or mental limitations related to, affected by, or arising out of pregnancy, childbirth, or any related medical conditions), sex, gender identity, gender expression, transgender status, national origin, ancestry, physical and/or mental disability, legally-protected medical condition, military (past, present or prospective) status, veteran status, marital status, sexual orientation, sexual and reproductive health, genetic information, 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 recruiting@umassglobal.edu.