Student Records & Enrollment Specialist

University of Washington Medical Center; Seattle (WA); On-site; USD 45,000 - 56,000; Full time

Job summary

The University of Washington Office of the Registrar is seeking a Records Specialist to advise students, staff and the public on registration and academic record policies. You will maintain undergraduate, graduate and professional records and guide users through MyUW, Register, and MyPlan.

Incumbent will ensure FERPA compliance, assist with diploma processing, transcript requests, and degree verifications, and support cross-functional teams during peak periods.

Qualifications

• High school graduation or equivalent.
• Two years of clerical experience.
• Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.
• Demonstrated experience in challenging customer service environments, including interpreting and applying established customer service techniques and resolving difficult customer situations and complaints; and strong problem-solving skills to deal effectively with the general public, students, staff, faculty, and co-workers.
• Skilled in interpersonal communications and conflict resolution skills, both in person and in writing.
• Demonstrated experience maintaining composure and professionalism in a fast-paced, dynamic customer service environment.
• Demonstrated experience in maintaining a high level of confidentiality.
• Exceptional organizational skills and attention to detail and ability to update information in a timely manner.
• Demonstrated ability to independently manage priorities for multiple projects with diverse timelines and potentially conflicting deadlines.
• Demonstrated cultural competency in customer service and team environment.
• Strong background in customer service preferred, but will consider those with the willingness to learn and patience to serve our student, faculty and advising communities.

Responsibilities

• Respond to Office of the University Registrar RT ticket emails in a timely manner (24-48 business hours, unless additional research and follow up is required).
• Process and be responsible for handling requests received via email and mail.
• Process registration transactions using the UW Student Database such as section changes, late adds, time conflicts, changes in variable credits, international student course drops, changes to audit grading, complete quarterly withdrawals.
• Manual entry of Change of Major/Minor forms, legal name changes, social security number updates, UW faculty/staff and WA state employee Tuition Exemption requests.
• Daily grade auditing processand refer errors to a Credentials Specialist.
• Provide registration support for the professional schools.
• Process Returning Student Applications and Non-Matriculated Applications for Tuition Exemption applications for UW faculty/staff and WA State employees participating in the State Employee Tuition Exemption program.
• Manage ACCESS student registration, for WA State residents aged 60 and older; enrollment and Degree Certification, including researching and maintaining enrollment/degree information through the National Student Clearinghouse, completing In School Deferment Forms and other specific certification requests related to student enrollment.
• Provide support for diploma returns, diploma certifications, and replacement diploma processes.
• Assist with transcript orders and error resolution as needed.
• Access the National Student Clearinghouse database to update enrollment status, process enrollment and degree verification and process/resolve uploaded error reports.
• In-Person Customer Service (20%)
• Provide efficient and friendly customer service to customers in-person and via zoom, as well as respond to incoming emails; responsible for effective front-line customer service operations.Spend at least two (2) hours per day handling in-person inquiries and transactions.
• Maintain solid current knowledge of administrative policies and procedures of the office, the operating unit, and the University.
• Use effective communication skills in conjunction with administrative guidelines to solve work-related issues in order to maintain a smooth flow of communication and activities.
• OUR Information Exchange (10%)
• Serve as a clearinghouse for incoming OUR inquiries. Respond and resolve inquiries or refer to the appropriate Office of the University Registrar team
• Cross-Functional Team Support (5%)
• Provide periodic transactional task support for Credentials team, as assigned: code degree applications
• Enter comments on transcripts; enter graduation plan extensions and additional extensions of deadlines; assist with section withdrawal requests
• Post degrees from a list to support Credentials Team during peak season

Skills

Customer service

Interpersonal communications

Conflict resolution

Organizational skills

Attention to detail

Time management

Cultural competency

Multitasking

Education

High school diploma or equivalent

Job description

The University of Washington Office of the Registrar is seeking a Records Specialist to advise students, staff and the public on registration and academic record policies. You will maintain undergraduate, graduate and professional records and guide users through MyUW, Register, and MyPlan.

Incumbent will ensure FERPA compliance, assist with diploma processing, transcript requests, and degree verifications, and support cross-functional teams during peak periods.