Blugold Central: Blugold Central Front Line Representative

POSITION: A full-time university staff position is available in Blugold Central beginning September 18, 2023. The working title for this assignment is Blugold Central Front Line Representative with an official title of Student Services One-Stop Center Professional. This is an expected-to-continue assignment which requires a six-month probationary. The expected hourly hiring salary will be based on qualifications and experience.

MINIMUM QUALIFICATIONS:

Required Education: High School Diploma

Demonstration of:

• Commitment to customer service excellence
• Excellent verbal and written communication skills
• Working effectively and collaboratively with diverse groups, individuals, and customers
• Organizational skills, including work prioritization, attention to detail, and effective problem-solving
• Flexibility in a variety of situations, including changes, and working under pressure
• The ability and willingness to learn new systems, software, and processes quickly
• Operational knowledge of MS Excel, Word, and Outlook

PREFERRED QUALIFICATIONS:

Preferred Education: BS or BA Degree

Demonstration of:

• Previous experience in a customer service environment, including in-person, electronic and/or over the telephone interactions.
• Familiarity with UW-Eau Claire or other UW-System campus administrative procedures
• Knowledge of the Family Educational Rights and Privacy Act (FERPA)
• Prior experience with a customer database system, financial/budget system, or electronic form system
• Demonstrated commitment to diversity, equity and inclusiveness.

DUTIES: The One-Stop Professional provides information, answers questions, facilitates transactions, and provides problem resolution in a timely manner for financial aid, student financial accounts, parking, records and registration, and continuing education. The One-Stop Professional also responds to student and other campus stakeholder queries related to broader University questions. As such, the One-Stop Professional is responsible for day-to-day activities within the One Stop; ensuring appropriate staffing; assisting with scheduling, managing and training peer advisors; contributing to ongoing knowledge sharing and dissemination; and ensuring a culture of service excellence in walk-in, phone, and virtual environments. Additionally, the One-Stop Professional works collaboratively with campus subject-matter experts, including financial aid counselors, academic representatives, dean of students, staff, veterans coordinator, program managers, and others as appropriate. In all instances, the One-Stop Professional is dedicated to quality customer service and acts in alignment with the Blugold Central customer service standards; appreciating the relationship between reliable and accurate work done in a customer-service focused manner, and the University's recruitment and retention efforts.

Core Job Accountabilities

• Ensures service-level excellence in walk-in, phone, and virtual environments
• Works to optimize operational efficiency in all service environments
• Provides accurate and timely information regarding financial aid, records and registration, bill payment, parking, etc.
• Serves as service resource for general University information
• Takes action on customer issues; assisting students with resolution to registration, enrollment, financial aid, academic records, financial account information, parking, etc.
• Calls upon subject matter experts when appropriate
• Advises Manager of service delivery-related issues
• Safeguards institutional compliance & security
• Assists with training of peer advisors

Job-Specific Knowledge

• Basic knowledge of university's integrated student information system
• Basic service-related knowledge across functional areas
• Appreciation of federal, state, institutional guidelines & compliance related to student services
• University mission, vision, goals, strategy
• Blugold Central strategy & philosophy related to student services
• Utilizes professional judgment & discretion

Job-Specific Customer Focus

• High level of dedication to quality service and student retention
• Ensures that service provided meets external customers needs
• Interacts directly with students or other external customers
• Interacts with internal subject matter experts and other campus departments; may interact with customers external to campus

THE UNIT: The unit of Blugold Central consists of over 50 staff members spanning the functional Student Services areas of: Financial Aid, Records and Registration, Bursar's Office, Parking and Transportation, and Continuing Education.

UNIVERSITY and EAU CLAIRE COMMUNITY: UW-Eau Claire, an institution of approximately 11,500 students and 1,400 faculty and staff, is consistently recognized as a top comprehensive university in the Midwest and is widely known as a leader in faculty-undergraduate research and study abroad. We strive for excellence in liberal education and select graduate and professional programs through commitment to teaching and learning and dedication to our core values of diversity, sustainability, leadership, and innovation.

APPLICATION PROCEDURE: Applications are submitted electronically. Please follow instructions found on the following UW-Eau Claire Web site: http://www.uwec.edu/Employment/uweccareers.htm. You must create an account and login before you can apply. If you have not yet registered, click on the "Click here to Register" link to begin the registration process. If you are already a registered user, input your "User Name" and "Password" and select "Login." Click the link to the Student Services Onestop Center Professional position (Job ID #19915) and then click the "Apply Now" button to submit your application electronically. Your application will not be considered complete until all required documents are attached and all required fields are completed. Please be sure you have included the following in PDF format:

• Letter of application
• Resume
• Names and contact information for three references

Please direct requests for additional information to:

To ensure consideration, completed applications must be received by 4:00 pm on August 11, 2023. However, screening may continue until position is filled. The university reserves the right to contact additional references with notice given to the candidates at an appropriate time in the process. A criminal background check is required prior to employment.

The UW-Eau Claire Police Department is dedicated to maintaining a safe and secure environment for learning and working. Although crime at the University of Wisconsin-Eau Claire is limited, the University Police want students, faculty and staff to be aware of crime on campus and the area surrounding the campus. The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal law that requires colleges and universities to disclose annual information about campus crime. Visit Campus Security and Fire Report (https://www.uwec.edu/human-resources/employment-opportunities/job-penings/upload/AnnualSecurityandFireReport-2.pdf) . Also visit our Campus Security Authority policy (https://www.uwec.edu/human-resources/employment-opportunities/job-openings/upload/CleryCompliancePolicy.pdf)

UW-Eau Claire is an AA/EEO/Veterans/Disability employer dedicated to enhancing diversity, equity, and inclusion.