Student Services Coordinator - Hybrid

University of Miami; Coral Gables (FL); Hybrid; USD 40,000 - 52,000; Full time

Job summary

The University of Miami, Division of Enrollment Management, is seeking a full-time Student Services Coordinator to support undergraduate admissions in Coral Gables with a hybrid work schedule. You will manage the Admission and My Documents inboxes, assist applicants and families, and help develop and implement improved operational processes and metrics.

The role emphasizes customer service, records management, and collaboration with university departments to ensure accurate student records and

Qualifications

• High school diploma.
• Bachelor’s degree in a related field is preferred.
• At least one 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 team of student assistants delivering customer service.
• Establish efficient workflows to maximize service quality.
• Review and respond to escalated call and email issues.
• Administer snippets for inboxes.
• Prioritize emails based on daily circumstances.
• Manage on-site mail operations and document systems.
• Ensure proper handling of in-person mail and document submission.
• Support transcript review process.
• Serve as primary contact via phone and email for student questions.
• Load and index documents in the student records system.
• Communicate records management concepts and ensure confidentiality.
• Review and manage mismatched records and test scores in Slate.
• Generate queries and analyses to troubleshoot data discrepancies.
• Ensure departmental goals align with budget and objectives.

Skills

Customer service

Records management

Communication

Team coordination

Attention to detail

Education

High school diploma

Bachelor's degree preferred

Tools

Student Information System (SIS)

CRM

Job description

The University of Miami, Division of Enrollment Management, has an exciting opportunity for a full time Student Services Coordinator to work in Coral Gables, FL/ hybrid schedule. The Student Services Coordinator is responsible for delivering a high-quality customer service experience to potential applicants, current applicants, and newly admitted students and their families. Key responsibilities of this role include managing the Admission and My Documents inboxes. The Coordinator is also responsible for the development and implementation of improved operational processes and policies and customer service metrics. The Enrollment Management Operations department carries out the operational functions to support the enrollment activities of Undergraduate Admission and Student Financial Assistance and Employment.

Department specific functions

• Manage, hire, train, and coach a robust team of student assistants who provide customer service, ensuring service levels are met or exceeded.
• 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.
• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Core 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.
• Any relevant education, certifications and/or work experience may be considered.

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 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

The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System (“UHealth”) have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation. The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride. The University 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 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.