Canes Central Associate

University of Miami; Coral Gables (FL); On-site; USD 38,000 - 48,000; Full time

Job summary

University of Miami ’Canes Central is seeking a detail-oriented Associate to deliver frontline student services. You will assist current and prospective students, families and staff with registration, billing, financial aid and Cane Card matters.

The role requires effective communication, strong records management and the ability to work in a fast-paced environment while maintaining confidentiality and accuracy.

Qualifications

• Ability to accurately prepare and maintain records, files, reports and correspondence.
• Effective oral and written communication skills.
• Capacity to learn new information and adapt to updates regularly.
• Ability to handle confidential information with discretion.
• Problem-solving across student services processes.

Responsibilities

• Provide one-stop support on registration, billing, financial aid and Cane Card.
• Advise students and families on policies, procedures and deadlines.
• Collaborate with campus offices to resolve issues and refer as needed.
• Communicate with students in person, email, chat and phone; document interactions.
• Assist with front-desk duties, check-ins and referrals to campus resources.
• Research and resolve inquiries; escalate complex issues appropriately.

Skills

Customer service

Communication

Problem solving

Data entry

Teamwork

Discretion

Education

High School Diploma or equivalent

Job description

Position: ’Canes Central Associate

Core Job Summary The ’Canes Central Associate provides direct one-stop support and customer service to current and prospective students, parents, staff, faculty, and other constituents as part of a dynamic team in the University of Miami’s ’Canes Central. The ’Canes Central Associate performs administrative duties that require detailed knowledge of four core areas of operation: registration and records, billing and payment, financial aid, and ’Cane Card. This position also requires general knowledge of admission, Orientation, housing, dining, and other student services. The expectation is the ’Canes Central Associate will use a holistic approach to counsel students on their financial and enrollment options, advise students of various policies and procedures, investigate cases, and offer sound resolutions to all inquiries presented to ’Canes Central while providing service and experience excellence.

Core Job Functions

Supports a combination of assigned functions by using a holistic, one-stop-shop approach to ensure current and prospective students, parents, staff, faculty, and other constituents receive the highest-level of customer service and best-possible information on their inquiries related to registration and records, billing and payment, financial aid, ’Cane Card, and various other student services.

• Counters on enrollment options, discusses deadlines, explains financial aid awards and requirements, advises on financial aid review procedures, analyzes and explains account balances, discusses refund possibilities, creates letters of expense, and directs to payment methods online or via the Cashier’s Office.
• Collaborates with other campus offices to follow up on referrals, eliminate roadblocks, reach solutions, and deliver coordinated customer care.
• Communicates regularly with students in person and via e-mail, live chat, and phone, and documents each interaction in the ’Canes Central case management system.
• Serves as a greeter to welcome visitors, assess their needs, check them in to meet with ’Canes Central team members, and provide referrals to other campus resources as needed.
• Prints new and replacement ’Cane Cards, processes documentation to charge students for replacement ’Cane Card fees, reviews and addresses ’Cane Card errors, and connects with Access Control to resolve access issues.
• Assists with call center operations by taking inbound calls, addressing student inquiries, and directing callers to open cases via the ’Canes Central Submit a Case portal when needed, and helps with proactive outbound calling, texting, and general outreach campaigns.
• Accepts cases and works independently to locate information, research and analyze solutions, convey required actions, provide support, give regular updates, and answer a wide range of general inquiries to reach efficient and effective resolutions.
• Hosts walk ins, in person appointments, and virtual appointments to address student concerns, and holds on to cases for further research and follow up when required.
• Serves as a member on at least one ’Canes Central committee to explore and enhance specific proactive elements of the ’Canes Central operation, including communication and outreach, on-going training, one-stop best practices, etc. that will enhance collegiality, productivity, engagement, and the overall student experience.
• Receives, reviews, and processes documents using established procedures, including but not limited to Drop/Add forms, transcript requests, biographic-demographic forms, social security updates, readmission forms, financial documents, etc.
• Understands and abides by the guidelines set forth in the Family Education Rights and Privacy Act (FERPA) and Gramm-Leach-Bliley Act (GLBA) to protect the confidentiality and integrity of all student records.
• Addresses all concerns according to established standards and reports any opportunities for improvement and/or trends identified to ’Canes Central leadership, escalating issues that may affect students’ enrollment or financial statuses on a broader scale.
• Escalates complex issues to identified Specialists who represent the Office of the University Registrar, Office of Student Accounts, and Office of Financial Assistance and Employment to assist with processing and compliance issues that necessitate professional decision-making beyond the scope of ’Canes Central’s business practices.
• Adheres to University- and unit-level policies and procedures and safeguards University assets.

Education

High School Diploma or equivalent required.

Certification and Licensing

Not applicable.

Experience

Minimum 2 years of relevant experience.

Knowledge, Skills and Attitudes

• Ability to accurately prepare and maintain records, files, reports and correspondence.
• Ability to communicate effectively in both oral and written form.
• Ability to learn a volume of new information, adapt to updates on a regular basis, and understand and utilize resources in order to provide accurate resolutions at all times.
• Ability to process and handle confidential information with discretion.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to work evenings, nights, and weekends as necessary.
• Ability to work in new and high-paced situations, and to maintain a high-quality of work.
• Ability to work independently and/or in a collaborative environment.
• Commitment to the University’s core values.
• Skill in completing assignments accurately and with attention-to-detail.

About the University of Miami

The University of Miami is recognized as one of the nation’s premier research institutions and academic health systems and is among the largest employers in South Florida. With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally. We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service. The University of Miami ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings. Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019. The University of Miami and the University of Miami Health System ("UHealth") have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022. With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status: Full time

Employee Type: Staff