Records Specialist

About the role

The Office of the University Registrar has an outstanding opportunity for a Records Specialist to join their team. Reporting to the Registration Team Supervisor, the Records Specialist is responsible for advising students, University staff and the public on policies and procedures regarding registration, enrollment status, grades, and the academic record; maintaining and updating undergraduate, graduate, and professional student academic records; providing guidance on registration and academic record policies and procedures such as drop and withdrawal deadlines, standards of academic progress (SAP), grading and academic status; understanding the MyUW and Register.UW web‑based registration and MyPlan tool and helping students set up access, enter, and navigate the system; and complying with FERPA while ensuring accuracy of information in all student education records.

The Office of the University Registrar, a unit within Enrollment Management, supports the Provost and the University of Washington community. It serves as the steward of the University's academic history, maintaining record integrity and documenting student excellence. The office serves newly admitted, current, and former students at undergraduate, graduate, professional, and post‑baccalaureate levels.

Responsibilities

• Respond to Office of the University Registrar RT ticket emails in a timely manner (24‑48 business hours, unless additional research and follow up is required).
• Process and be responsible for handling requests received via email and mail.
• Process registration transactions using the UW Student Database such as section changes, late adds, time conflicts, changes in variable credits, international student course drops, changes to audit grading, complete quarterly withdrawals.
• Manual entry of Change of Major/Minor forms, legal name changes, social security number updates, UW faculty/staff and WA state employee Tuition Exemption requests.
• Daily grade auditing process and refer errors to a Credentials Specialist.
• Provide registration support for the professional schools.
• Process Returning Student Applications and Non‑Matriculated Applications for Tuition Exemption applications for UW faculty/staff and WA State employees participating in the State Employee Tuition Exemption program.
• Manage ACCESS student registration for WA State residents aged 60 and older; enrollment and Degree Certification, including researching and maintaining enrollment/degree information through the National Student Clearinghouse, completing In School Deferment Forms and other specific certification requests related to student enrollment.
• Provide support for diploma returns, diploma certifications, and replacement diploma processes.
• Assist with transcript orders and error resolution as needed.
• Access the National Student Clearinghouse database to update enrollment status, process enrollment and degree verification and process/resolve uploaded error reports.
• In‑Person Customer Service (20%): Provide efficient and friendly customer service to customers in‑person and via Zoom, as well as respond to incoming emails; responsible for effective front‑line customer service operations. Spend at least two (2) hours per day handling in‑person inquiries and transactions. Maintain solid current knowledge of administrative policies and procedures of the office, the operating unit, and the University. Use effective communication skills in conjunction with administrative guidelines to solve work‑related issues in order to maintain a smooth flow of communication and activities.
• OUR Information Exchange (10%): Serve as a clearinghouse for incoming OUR inquiries. Respond and resolve inquiries or refer to the appropriate Office of the University Registrar team.
• Cross‑Functional Team Support (5%): Provide periodic transactional task support for the Credentials team, as assigned: code degree applications; enter comments on transcripts; enter graduation plan extensions and additional extensions of deadlines; assist with section withdrawal requests; post degrees from a list to support the Credentials Team during peak season.

Requirements

High school graduation or equivalent AND two years of clerical experience. Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

Qualifications

• Demonstrated experience in challenging customer service environments, including interpreting and applying established customer service techniques and resolving difficult customer situations and complaints; strong problem‑solving skills to deal effectively with the general public, students, staff, faculty, and co‑workers.
• Skilled in interpersonal communications and conflict resolution skills, both in person and in writing.
• Demonstrated experience maintaining composure and professionalism in a fast‑paced, dynamic customer service environment.
• Demonstrated experience in maintaining a high level of confidentiality.
• Exceptional organizational skills and attention to detail and ability to update information in a timely manner.
• Demonstrated ability to independently manage priorities for multiple projects with diverse timelines and potentially conflicting deadlines.
• Demonstrated cultural competency in customer service and team environment.
• Strong background in customer service preferred, but will consider those with the willingness to learn and patience to serve the student, faculty and advising communities.

Pay

Pay Range Minimum: $45,144.00 annual; Pay Range Maximum: $55,824.00 annual.

Schedule

Shift: First Shift (United States of America); FTE: 100.00%; Position type: Regular.