Hybrid Student Services & Records Coordinator

University of Miami; Coral Gables (FL); Hybrid; USD 42,000 - 65,000; Full time

Job summary

The University of Miami, Division of Enrollment Management, invites applications for a full-time Student Services Coordinator in Coral Gables, FL with a hybrid schedule. The role focuses on delivering high-quality customer service to prospective and current students and families, managing inboxes, and improving operational processes.

Key duties include overseeing admissions communications, transcript review support, and liaison work between students and university departments, ensuring secure

Qualifications

• High school diploma. Bachelor’s degree in a related field is preferred.
• At least one (1) year of relevant work experience in higher education preferred.
• Experience working in a Student Information System, database and/or CRM required.
• Knowledge of records management concepts is important for this position.
• Strong attention to detail and ability to manage multiple projects and tasks simultaneously is required.
• Ability to maintain effective interpersonal relationships.
• Ability to effectively plan, delegate and/or supervise the work of others.
• Strong customer service skills.
• Excellent oral and written communication skills and ability to provide excellent customer service to students, parents, and administrators.

Responsibilities

• Manage, hire, train, and coach a robust team of student assistants who provide customer service.
• Establish efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction.
• Review and respond to escalated call and email issues that may affect the service level, efficiency, and productivity of the customer service function.
• Administer snippets for the Admission and My Documents inboxes. Determines appropriate responses and prioritizes emails based on day-to-day circumstances.
• Manage on-site mail operations, the My Documents Inbox, Batch Acquire, and Dynamic Forms. Ensure all aspects of in-person mail operations and document submission are handled efficiently, including retrieval, review, proper indexing, and retention of documents.
• Support the initial final high school transcript review process.
• Serve as a primary contact via phone and email for student and parent questions and concerns related to student applications and records and serve as the liaison for student records to other University departments.
• Load and index all documents and files related to undergraduate student records and ensure that the appropriate checklists are satisfied.
• Understand and communicates important concepts related to records management and utilizes a practical approach for ensuring that student records are kept secure and confidential and are accurately recorded in the University’s student information system(s).
• Regularly review and manage mismatched records in Slate, manage test scores, and process change requests from EM functional personnel.
• Generate queries, reviews, and analyzes results to troubleshoot data discrepancies and ensure student record data is accurate and complete.
• Address student and parent questions and concerns related to student applications and records and serve as a liaison for student records to other University departments.
• Ensure departmental goals are aligned with organization objectives, achieved, or exceeded and adhere to approved budget.

Skills

Customer service

Communication skills

Records management

Attention to detail

Multitasking

Interpersonal skills

Team supervision

Project management

Education

High school diploma

Bachelor's degree preferred

Tools

Slate

CRM

Student Information System

Database

Job description

The University of Miami, Division of Enrollment Management, invites applications for a full-time Student Services Coordinator in Coral Gables, FL with a hybrid schedule. The role focuses on delivering high-quality customer service to prospective and current students and families, managing inboxes, and improving operational processes.

Key duties include overseeing admissions communications, transcript review support, and liaison work between students and university departments, ensuring secure