Salary/Position Classification

• $50,000 - $52,500 annual, Exempt
• 40 hours per week
• This position will work onsite the Grand Forks, ND campus.

Purpose of Position

The One-Stop Student Services Assistant Student Relations Manager will provide customer service to UND departments, current students, prospective students, faculty, staff, and families on a variety of university functions. This position will require high energy and commitment to creating positive customer service experiences with a high level of public interaction. Assist in training new staff and students in all One-Stop Student Services processes.

Duties & Responsibilities

• Provide premier daily customer service via email, phone, live chat, and in-person to a variety of constituents and diverse populations (including students, staff, faculty and families) on an assortment of complex university policies:
  • First level response to all escalated student related issues.
  • Collaborate with UND offices to provide solutions for students to help ensure student success.
  • Provide a holistic review of students’ files, including holds, courses, grades, and other success factors.
  • Accept forms, process payments, and student scholarship checks.
  • Assist with processing badging and U Card, including but not limited to printing Use Hawk Central to support student services and retention efforts.
  • Use professional judgment based on information to determine if UND should waive a late fee per policy and procedures.
  • Use professional judgement to determine if a student needs to meet with an aid or academic advisor.
  • Manage (approve or deny) the ND Resident Tuition Rate Applications based on NDUS and UND policy and procedures.
  • Manage (approve or deny) Campus Connection charge appeals.
  • Assist with coordination of on-going training in financial aid, billing, registration, admissions, advising, housing, and other service areas for One Stop staff.
  • Manage One-Stop Student Services website.
  • Manage UND’s website academic calendar. Coordinate dates annually for fall, spring, and summer with home offices as well as Marketing and Creative Services. 

• Provide leadership and supervision to student and part-time employees:
  • Manage One-Stop Student Services in the absence of the Student Relations Manager.
  • Hire, train, and provide on-going feedback based on performance to all student employees and part-time staff.
  • Manage and coordinate coverage with students and staff at the reception desk.
  • Approve timesheets and leave requests of students and part-time staff.
  • Work in conjunction with Budget & HR Manager to monitor earnings of part-time and student staff to ensure it stays within budget.
  • Assist in hiring and training new staff. Assist Student Relations Manager to ensure coverage for phones, email, and walk-in traffic at all times.
  • Contribute to an optimistic and enthusiastic workplace/learning culture that challenges and energizes staff and students to reach higher levels of personal and professional excellence and achievement.
  • Ensure expectations are clear to those you supervise.
  • Encourage workplace wellness and healthy lifestyle models that support the University’s plan for practices that lead to physical and emotional wellness.
  • Improve and advance your personal leadership and management skills through professional development and continuing education; the purpose should be to increase your ability to lead and manage a diverse, multicultural workforce with varied learning styles, personality profiles, and generational differences.
  • Communicate with staff and disseminate information internally as needed 
  • Monitor the workflow process to ensure efficiency and timeliness of processing.

• Assist and manage daily operations:
  • Ensure proper staff and student coverage is available on a consistent basis.
  • Assist with TSA/UCard opening, closing, and processing cards.
  • Open and close office for cashiering and manage the cashiering process.
  • Determine daily priorities and facilitate morning meetings at One-Stop Services huddle. Open and route mail. Drop box management.

• Service review and continuous improvement:
  • Assist in maintaining consistent documentation of customer contact within One-Stop Student Services using Hawk Central, Engage, and Mongoose capabilities.
  • Identify barriers for new and current students.
  • Review email and phone service for accuracy, timeliness, and high-quality customer service.
  • Manage and maintain customer service surveys.
  • Provide and implement service improvement ideas.

Required Competencies

• Ability to multi-task, problem solve and prioritize in a fast-paced environment
• Ability to work under tight deadlines with flexibility
• Ability to learn quickly and adapt to new policies and procedures
• Ability to adapt to change when necessary to address customer service needs
• Ability to build rapport with wide range of constituents and diverse populations
• Exceptional written and verbal communication skills
• Ability to communicate effectively
• Strong interpersonal skills
• Demonstrated ability to maintain customer confidentiality
• Conflict resolution skills
• Detail oriented
• Excellent organizational and time management skills
• Ability to work independently or as a team member
• Willingness and ability to adapt to new technologies
• Working knowledge of office practices and procedures
• Knowledge of general office equipment

Minimum Requirements

• Bachelor’s degree OR five years of work experience in an office or professional setting
• Two years customer service work experience
• Experience working with a team in a customer service environment
• Experience with Microsoft Office Suite software
• Successful completion of a Criminal History Background Check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire. This position does not support visa sponsorship for continued employment.

Preferred Qualifications

• Supervisory experience
• Experience with PeopleSoft
• Experience with Salesforce or another CRM
• Experience with imaging system such as Perceptive Content
• Experience directly related to college admissions, financial aid, registrar, or advising
• Familiarity with programs and services offered at UND

To Apply

To ensure full consideration, please include a cover letter and resume with your application.