Customer Service Associate, Office of the Registrar

Apply now Job no: 495103
Work type: Staff Full-Time
Location: Denver, CO
Categories: Business Operations / Services

The Office of the Registrar, an administrative service center for the University of Denver community, takes an active role in assisting students and faculty with registration and advising by providing the tools needed to review academic progress, create class schedules and successfully register for classes. Specialized services include, but are not limited to registering for classes, prompt transcript distribution, degree evaluation and certification, enrollment and degree verification, classroom scheduling and withdrawal processing. We provide pertinent information regarding academic policy, federal regulations, and procedures as related to the procurement, maintenance and release of educational records of our current and former students.

Position Summary

The Office of the Registrar seeks a Customer Service Associate.

The Customer Service Associates are the first point of contact for general incoming communications to the department. Customer Service Associates perform registration transactions in accordance with institutional policies. Customer Service Associates process additional routine student-service transactions. Customer Service Associates maintain accuracy and retention of registration-related materials and records, assist with filing of other student records, solve student registration problems, process student withdrawals in compliance with federal and institutional policies, maintain multi-line phone coverage, personal and email inquiries from students, parents and employees, refer calls and inquiries as appropriate within the Registrar’s Office and on campus, respond to emails sent to general registrar email account, reset Personal Identification numbers as needed, distribute office mail, handle monies from transcription orders, process enrollment and degree verifications, assist with filing, imaging and indexing student records, and perform a variety of additional administrative and clerical tasks as required.

Essential Functions

In addition to following the University of Denver's policies and procedures, principal responsibilities include, but are not limited to:

  • Respond to high volume of incoming telephone calls, personal visits and emails for Office of the Registrar. Answer general questions and resolve registration problems (which may include tuition and billing) for students, faculty, staff and the outside community.
  • Provide phone verifications of degrees and dates of attendance. Convey complex information over the telephone to callers.
  • Greet visitors to the Office of the Registrar. Assure that visitors receive desired services. Answer common office-related questions; provide directions and campus information as appropriate.
  • Open and distribute mail to appropriate parties in the Registrar’s Office. 
  • Assist students with other transactions such as independent study approvals. Perform extensive data entry, which includes processing registration and schedule change requests; student demographic data correction, additions, changes and updates; retroactive registration corrections during end-of-term processing.
  • Reconcile admission records with accepted student records. 
  • Process student withdrawals during an academic term and at end-of -term in accordance with federal student and institutional policies. 
  • Assist Grading and Transcript Coordinator with processing transcripts. Process official and unofficial academic transcripts.
  • Read and interpret requests received by mail, in person and via the web. Determine if student is eligible to receive transcript (e.g., no transcript holds). Produce transcripts electronically using Banner Student system (post 1988 records) or with paper records (pre-1988). Produce written correspondence necessary when unable to process transcripts accordingly to regulations.

General Clerical & Administrative:

  • Search for permanent record that cannot be located.
  • Maintain name change records. Obtain proper documentation (signed release, copy of court order). Change name on computer and/or permanent record. File Name Change documents in credit envelope or in appropriate files.
  • Obtain and produce copies of course descriptions.
  • Complete forms for various areas of the Registrar’s Office.
  • Assist with filing, imaging and indexing documents.
  • Provide direction and supervision to work study student employees. 
  • Other duties as assigned, e.g., assist with Commencement Exercises.

Knowledge, Skills, and Abilities

  • Ability to communicate ideas and complex information clearly, concisely and effectively both in writing and verbally to diverse constituencies. Specifically, ability to communicate academic, policy and curricular information with academic leadership, faculty, staff and students.
  • Actively listens to others to achieve understanding.
  • Ability to work productively in a setting with persons of diverse backgrounds, identities and personalities.
  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction supporting the success of diverse student populations.
  • Ability to identify existing and potential problems. Notes, understands, and includes the critical elements of problem situations; obtains and evaluates relevant information; notes relationships among elements; identifies possible causes of the problems; recognizes the need and shifts to alternative courses of action including innovative or creative approaches.
  • Ability to use technology and software tools to effectively analyze data and perform or manage day-to-day activities. Examples include Ellucian Banner, Maxient and Microsoft Office.
  • Ability to operate standard office equipment, i.e., computer, copier, presentation equipment. Majority of the work spent using personal computer, telephone, or in meetings.
  • Ability to move about the office and campus.
  • Ability to travel to off-site locations.
  • Due to seasonal activity, this position will occasionally require long hours and availability outside normal working hours. May be required to work weekends or evenings to meet scheduled deadlines or work on major projects.
  • Ability to read and comprehend instructions, short correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, students, and other employees of the organization.

Required Qualifications

  • Associate's degree or equivalent combination of education and work experience 
  • Minimum of 1 year work experience providing customer service

Preferred Qualifications

  • Bachelor’s degree
  • Minimum of 3 years work experience providing customer service

Work Schedule
Monday - Friday, 8:00 a.m. - 4:30 p.m. Some travel to off-site locations. Due to seasonal activity, this position will occasionally require long hours and availability outside normal working hours. May be required to work weekends or evenings to meet scheduled deadlines or work on major projects.

Application Deadline
For best consideration, please submit your application materials by 4:00 p.m. (MST) on June 7, 2022. Applications will continue to be evaluated until the position is filled. 

Special Instructions
Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Salary Grade Number:
The salary grade for the position is 4.

Hourly Range:
The hourly rate for the position is $17.72 - $19.00.

Benefits:
The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:
1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. The University of Denver prohibits discrimination on the basis of race, color, national origin, age (40 years and over in the employment context), religion, disability, sexual orientation, gender identity, gender expression, genetic information, marital status, veterans status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the university's educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; Title III of the Americans with Disabilities Act of 1990, as amended in 2008; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For the university's complete Non-Discrimination Statement, please see non‑discrimination‑statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.

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