Tuition Coordinator

Office of Strategic Enrollment Management

Exempt, Contingent II, 100%-Time, Pay Grade 1.1

Location: Remote or Largo, MD

University of Maryland Global Campus (UMGC) seeks Tuition Coordinators in the Office of Student Financial Support. Reporting to the Assistant/Associate Director of Tuition Planning, the Tuition Coordinator manages all contact regarding tuition and student benefit questions at the university. A successful coordinator will provide student financial guidance and support throughout the life-cycle of a UMGC student primarily through phone and email contact. The coordinator will work in a high volume setting with new and returning UMGC students to develop, negotiate and finalize financial plans that map tuition costs throughout a student's career. The coordinator will be responsible for communicating the enrollment plans to students and will work directly with students to ensure a comprehensive understanding of the plan and the payment options available at UMGC. Occasional travel between local UMGC locations may be required.

SPECIFIC RESPONSIBILITIES INCLUDE: 

• Possess thorough understanding of UMGC payment options, procedures, and systems to effectively and accurately guide students.

• Possess the skills to be highly effective and dynamic through phone-based interactions with our adult students on a regular and consistent basis.

• Utilize all methods of technology in a high volume setting to effectively communicate with students including but not limited to; phone, video conferencing, chat, text, and email.

• Accurately document, maintain, and track all student interactions, information, and progression through the Customer Relations Management system.

• Provide comprehensive responses to student questions regarding financial aid, student accounts, veterans benefits, and military tuition assistance and other payment options.

• Create financial enrollment plans based on available aid, payment plans, scholarships, veterans benefits, military tuition benefits, employer tuition assistance, and other sources of payment, to include total cost to complete their program.

• Update financial enrollment plan to update degree completion cost as necessary for student success.

• Maintain productivity of 80% or higher and demonstrate high quality customer service.

• Maintain departmental Service Level Agreements in line with management expectation.

FINANCIAL AID RESPONSIBILITIES INCLUDE:

• Provide comprehensive counseling to students regarding financial aid eligibility, process, and requirements through in-person, phone, chat, text and email conversations. 

• Guide students through financial aid process throughout the student lifecycle.

• Build and maintain strong working relationships with students in order to be seen as a credible and reliable resource for them as they peruse financial aid options.

• Maintain competency and professional currency of Federal Title IV regulations and UMGC scholarship opportunities.

• Student Accounts Responsibilities Include:

• Provide comprehensive counseling regarding payment options, eligibility, process, and requirements through in-person, phone, chat, text and email conversations. 

• Communicate directly with students to resolve current and overdue balances using a high level of customer service.

• Maintain knowledge of state and institutional policies and regulations pertaining to tuition assistance, payment plans and billing system.

MILITARY AND VETERAN BENEFITS RESPONSIBILITIES INCLUDE:

• Provide comprehensive counseling to students regarding the full range of active duty and veterans educational benefits, eligibility, processes and requirements through in-person, phone, chat, text and email conversations.

• Guide students through the military and veterans benefit process throughout the student lifecycle to graduation.

• Be knowledgeable of UMGC services to include hybrid classes and testing services at military and civilian sites where relevant.

• Other duties as assigned.

DUTY STATEMENTS:

• Employees are required to work university commencement

• Employees may be required to work evening, weekend and holiday hours based on business need

• Employees may be required to work all or part of the university holiday break and other observed Federal and university holidays.

REQUIREMENTS FOR 100% REMOTE ROLE:

• Home worksite furniture and equipment shall be provided by the successful hire.

• UMGC will provide necessary office supplies, a laptop, monitor, and headset.

• Network communication to non-public UMGC online information technology services and data shall be made only through the use of the UMGC Virtual Private Network (VPN) to ensure data is transmitted through encrypted channels and proper authentication.

• All computing equipment that is used, whether purchased by UMGC or the individual, must be connected to broadband internet through an Ethernet connection.

• All computing equipment that is used must be connected to broadband internet with upload and download speeds of at least 25MBPS. You must also hardwire your laptop to the router through an ethernet connection.

• Candidates may not perform personal business during scheduled work hours with the exception of non-work time, such as scheduled breaks.

• Candidates are required to make and maintain alternative childcare or other dependent care arrangements to permit concentration on work assignments during their scheduled work shift.  

REQUIRED EDUCATION AND EXPERIENCE: 

• An earned Bachelor's degree from an accredited institution of higher learning

• Two to three (2-3) years of relevant work experience in an applicable role

• Candidates must possess excellent customer service, time management, creative problem solving, interpersonal, oral and written communications, and presentation skills, with strong attention to detail and accuracy. 

PREFERRED EDUCATION AND EXPERIENCE:  

• Previous experience in any of the following areas: financial aid, student accounts, student finance, higher education admissions or enrollment management, recruiting, educational or training-industry sales, consultative inside sales of a service offering, call center or high-volume, customer service environment. 

• Experience leveraging CRM or call center applications and tools is also preferred.

POSITION AVAILABLE IMMEDIATELY & WILL REMAIN OPEN UNTIL FILLED

All submissions should include a cover letter and resume. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umgc.edu/benefits.html.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.