Withdrawal Coordinator

About the role

The Enrollment Management division at CU Boulder welcomes applications for the Withdrawal Coordinator position! This role exists to provide the Enrollment and Records Services (ERS) unit within the Office of the Registrar at CU Boulder with consistent and professional representation to clients, both internal and external; to provide front-line customer service; and offer internal backup support for enrollment and records services for programs and services supported by the ERS area.

Responsibilities

• Work Lead for Withdrawals: Serve as a work lead for the ERS Team. Process a majority of enrollment withdrawals, leave of absences, academic and behavioral suspensions, tuition disputes, cancellations, etc., and may also delegate to ensure work is processed in a timely and efficient manner.

• Enrollment and Records Specialist: Acts as a records specialist in the Client Services team of the ERS unit of the office. Provides support to enrollment specialists for the purpose of backup as well as business process improvement. Assists with other records changes including: registering students for Intercampus Enrollment; assisting with course reservation requests; assisting faculty/staff using tuition benefits; supporting Intra-University Transfers and Graduate to PhD changes; assisting with registration and records related processing; researching and reconciling COF record errors; supporting Education Abroad registration; updating Campus Solutions or Permanent Records Cards (PRC); processing submitted forms and electronic files, including late class withdrawals, record change forms, grade cards, bio/demo information changes, deferrals, and other duties as assigned.

• Business Process Auditor: Research current practices by gathering documentation and learning processes, benchmark current processes against peer institutions, conduct time and motion studies or storyboard processes, and evaluate feasibility, compatibility, performance, and cost of potential recommendations. Use data to identify common themes and consult with users to address underlying issues or streamline work. Recommend enhancements to student transactions and systems through data-driven proposals and implement changes through collaboration. Use campus technology to automate or improve processing or services, or recommend cost-effective platforms. Work with the reporting and development teams of the office to develop reports or customizations, implement various platforms, and test and measure improvements. Consult end-user staff to better understand and interpret departmental technology, mission, goals, and objectives. Understand data and tools utilized to recognize when code-based tools are not functioning properly and perform basic troubleshooting operations. Work with OIT, UIS, and internal Systems and Data unit of the office to maintain and update any automated processes.

• Communication/Customer Service: Represent the Office of the Registrar in a consistent and professional manner to a wide variety of customers with diverse backgrounds, needs, abilities, cultures, and expectations. Apply exceptional customer service skills through phone calls, chats, emails, and walk-ins always engaging with customers in a courteous and efficient manner. Provide accurate and complete information, and transfer customers to the appropriate areas as needed. Provide customer support via various media, such as: automatic call distribution system or video conference sessions. Assist with internal campus administrative trainings, in all cases representing the office with utmost professionalism. Support integration of Client Services customer service operations, research and apply current customer service best practices, and gather and assess qualitative customer data to continuously improve the reputation of the office. Exercise judgment, problem solving, and decision-making skills regarding complex situations and/or questions. Research answers when uncertain to ensure accuracy of information disseminated. Includes handling non-routine registration situations, disseminating important registration-related program information to Office of the Registrar staff, and supporting the Systems and Data team with registration and/or program issues. Maintain current and accurate knowledge of multiple services, regulations/laws/policies, and service level agreements, such as registration, drop/add, FERPA, COF, residency, grading, university withdrawals, transcripts, verifications, degrees and diplomas, study abroad, and more. Observe gaps in customer service expectations vs. service delivery and make suggestions for continuous improvement. Share pertinent information with colleagues and campus constituents via proper channels and forums to ensure consistency and accuracy within the unit, the department, and the campus.

• Special Project Coordinator and Liaison: Supports the Assistant Registrar of Client Services and Associate Registrar of Enrollment and Records Services with special projects and outreach programs. These project management skills include, but are not limited to: outreach and process management, research, coordination with appropriate units/offices, population identification, implementation, data collection and analysis. Project management and outreach will include liaising with other CU campus offices to identify specific needs, gathering data, and following up with conclusions or data specific results. Partner with the Transcript Coordinator to ensure Client Services metrics are collected, displayed, and assessed using appropriate software tools in SharePoint, PowerBI, Excel, and more.

Qualifications

• A bachelor’s degree from an accredited four-year institution or equivalent combination of education and experience.
• Experience in a university registrar’s office, or a university enrollment management or student services office (e.g., financial aid, admissions, bursar).
• Experience working with a student information system and imaging system.
• Experience using databases and computer systems for processing time-sensitive and confidential materials.

Skills

• A strong commitment to customer service.
• Ability to perform professional, courteous, and accurate customer service in a fast-paced, high-volume environment.
• Strong organizational, planning, and analytical skills.
• Excellent written and verbal communication skills.
• Ability to work effectively with all levels of an organization.
• Demonstrated good judgment in decision-making.
• High emotional intelligence, ability to get along effectively with others, and manage differences skillfully.
• Ability to learn and use third-party secure platforms to fulfill data requests and error resolution.
• Ability to adapt to rapidly changing technology and business practices and to communicate relevant information in an effective, accurate, and professional manner.
• Knowledge of auditing current processes to determine areas for improvement.
• Strong MS Excel, Word, Access, and Powerpoint skills.

Pay

The annual salary range for this position is $50,000-$54,500.

Schedule

Minimum of two days in-office per week.