Assistant, Academic Records & Credentials- Term Break [United States]

 

The salary range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Pay Range: $15.72 - $21.97

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

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Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

Essential Functions and Responsibilities:

• Makes outreach efforts to students requesting a Term Break, during a Term Break, and those scheduled to end a Term Break.
• Utilizes a SRM (Student Relations Management) system to track student data, counsel students and manage workflow.

• Responds to student requests for information related to Term Break via phone and email.
• Identifies groups of Term Break students based on specific criteria for targeted outreach, especially during Term Break period (On Term Break Outreach)
• Provides students with accurate information on WGU policies and procedures particularly in relation to Term Break.
• Works interdepartmentally to resolve student concerns as necessary and related to Term Break.
• The Specialist works within a team to facilitate communication about Term Break starts and returns that support WGU Retention and Student Satisfaction goals:

• Using a VOIP phone “hunt” line to track calls (inbound and outbound)
• Providing weekly updates during team meetings
• Attending training as directed and available
• Stay current on available resources to help students succeed academically.
• Performs other related duties as assigned.

Knowledge, Skill and Abilities:

• Excellent communication skills, particularly phone and email as most services are delivered virtually.
• Proficient and comfortable with new technologies and modes of service delivery
• Knowledgeable of technology and adult learners

Competencies:

Organizational Impact:

• Tasks are accomplished by following a defined standard or set of procedures to achieve day to day objectives with direct impact on the area of specialty.
• The work is performed under moderate supervision and consists of routine tasks that may require advice and guidance from more senior personnel in the same area.

Problem Solving and Decision Making:

• Reviews solutions and employs minor adjustments to work methods to solve problems that are routine and typically exist in current work processes and systems.
• May be required to highlight areas of concerns/problems and offer potential solutions.
• Problems and issues faced are generally routine but may require interpretation of procedures or polices to resolve.

Communication and Influence:

• Communication with contacts within the job area is typical, and information that is provided or obtained may require some explanation or interpretation to reach agreement.

Leadership & Talent Management:

• May provide minimal guidance and assistance to new or entry level employees.

Job Qualifications:

Minimum Qualifications:

• Requires basic knowledge of standards and processes within a narrow scope of work.

Preferred Qualifications:

• Customer service experience preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

As an equal opportunity employer, WGU recognizes that our strength lies in our people. We are committed to diversity.

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