One Stop Specialist I

University of Massachusetts Global is a private, nonprofit affiliate of the University of Massachusetts, created to help working adults change their lives through flexible, high-quality education built for real life. Regionally accredited by the WASC Senior College and University Commission (WSCUC) and recognized by U.S. News & World Report among the Best Online Programs for 13 consecutive years (2013–2025), the university has a long track record of online innovation. Students across 49 states and internationally can upskill, reskill, and move forward without putting life on hold through technology-enabled, real-world learning.

This position is open to candidates who currently reside in one of the following approved states from which the role may be performed remotely: Alabama, Arizona, Georgia, Idaho, Indiana, Minnesota, Nevada, New Hampshire, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin. Employees must be available for collaboration during core hours from 9am to 2pm (PST).

About the Role

The One Stop Specialist I will knowledgably assist and continually support UMass Global Students with each of the various steps and processes experienced throughout the student lifecycle and beyond. They will provide high-quality, customer-focused service to all students, staff, and guests. Communicate and collaborate throughout the university One Stop community and perform other duties based on department needs.

Receive supervision from the One Stop Supervisor. Supervision indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines.

Responsibilities

• Financial Aid
  • Acquire and demonstrate content knowledge regarding specific degree, credential, and certificate programs.
  • Pursue and demonstrate knowledge of the Federal Financial Aid program.
  • Serve as the main point of contact for students with the financial aid office.
  • Provide financial aid information to students regarding the application process, needs determination, verification, and status of their financial aid application in accordance with all applicable laws, regulations, and policies.
  • Work with Financial Aid Office to resolve information discrepancies.
  • Reconcile admission status with financial aid applications.
  • Complete funding plans based on student education plans.
• Student Accounts/Business Services
  • Assist students with various questions regarding their accounts including but not limited to payments, holds, and refunds.
  • Run student account reports, analyze student accounts and records for accuracy and completion.
  • Contact students regarding past due accounts and provide due diligence in collecting money owed to the university.
• Student Services
  • Perform student services functions including assisting students with registration questions/processes; add/drop procedures, graduation information and basic student application questions.
  • Input and track missing documents including Financial Responsibility Agreements (FRAs) and Interest Disclosure Statements.
• Military Programs
  • Provide information to military students regarding all applicable programs and services.
  • Collect & review all military program forms, build and maintain military student file of supporting eligibility documents and continued certification of enrollment for audit purposes.
  • Work with Military and VA Student Services staff to assist veteran students with any issues that may affect their attendance or benefits.
• Other Duties
  • Performs other duties, as assigned.

Requirements

• Education, Experience, Certification and/or Licenses:
  • Required: Associate's degree or relevant combination of experience and education.
  • 2+ years previous experience in student financial aid, student accounts, customer service based positions or closely related field.
  • Desired: Bachelor’s degree in accounting or related field.
  • Experience working in higher education preferred.
  • Knowledge of UMass Global University policies and procedures.
• Essential Knowledge, Skills, and Abilities:
  • Outstanding customer service skills including interpersonal and active listening skills along with an analytical and critical thinking ability to interpret and respond appropriately to diverse groups of people in various situations.
  • Ability to communicate clearly and concisely with tact and diplomacy in all oral and written communications.
  • Ability to work effectively independently and in a team environment while continually focusing on the needs of the students.
  • Ability to exercise appropriate personal initiative and accountability.
  • General familiarity working in database systems including data entry, queries and running reports.
  • Ability to accurately perform key mathematical functions (e.g. addition, subtraction, multiplication, division).
  • Proven ability to execute instructions accurately and in a timely manner.
  • Strong administrative, organizational, and prioritization skills.
  • Must have exceptional follow-up, follow-through, and attention to details skills, accomplishing tasks with concern for all areas involved, no matter how small.
  • Demonstrated ability to work efficiently and complete tasks in a fast-paced environment amidst interruptions and fluctuating workloads.
• Machines, Tools, Equipment, Electronic Devices and Software:
  • Intermediate level experience in Microsoft Office Word, Excel, Outlook.
  • Familiarity with the use of standard office equipment (e.g. copier, fax, scanner, etc.).
• Special Requirements:
  • Working conditions are normal for an office environment.
  • Position may be required to work flexible hours particularly given campuses’ extended hours of operation and may require occasional weekend and/or evening work.
  • Applicants for this position are subject to a background check and a criminal history review.

Pay

The hiring range for this position is $19.00 to $22.00 per hour. Offers are determined by a variety of factors, including but not limited to geographical location, knowledge, skills, years & depth of experience, and equity with internal team members.

Benefits

• Health: Medical, dental, and vision coverage with spending account options.
• Work-Life Balance: Remote options, flexible schedules, 1/2 day Fridays (biweekly), generous time off, including paid holidays and a paid winter break.
• Financial Security: Life, disability, accident, legal, identity protection, and student debt support.
• Retirement: 403(b) plan with a Roth option. 3% non-elective contribution and up to 6% match for a 9% total employer contribution.
• Education: Tuition discounts for employees and family and Tuition Exchange program with other universities. PSLF eligible employer.
• Wellness: Counseling services, Free Calm Health subscription and year-round wellness programs.