Program Coordinator

Job Description

Program Coordinator

Req #: 208896 Department: CONTINUUM COLLEGE Job Location: Seattle Campus Posting Date: 08/04/2022 Closing Info: Closes On 08/18/2022 Salary: $3,398 - $4,541 per month Union Position: Yes Shift: First Shift Notes: Please note that this position has been re-posted. If you have already submitted your application, you need not submit it again, as it has already been received.
There are multiple openings for this position
As a UW employee, you will enjoy generous benefits and work/life programs.
For detailed information on Benefits for this position, click here. As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world. UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.
UW Continuum College (UWC2) expands the reach of the University of Washington with programs like UW Professional & Continuing Education, International & English Language Programs, Summer Youth and the Osher Lifelong Learning Institute at the UW that meet the needs of various learners at all phases of their lives. We’re focused on removing obstacles to relevant educational opportunities by addressing geographic, financial, length of commitment and time constraints, increasing access to knowledge for more people. As a diverse community that values inclusivity and collaboration, we foster a respectful, supportive workplace where innovation comes to life. By looking ahead and experimenting with new approaches, we’re creating new educational opportunities to help people thrive in a world of change.
Diversity and respect for all, is a core value of UW Continuum College. We are committed to improving access to education, removing barriers to entry, and viewing our work through an equity lens. We believe our organization is better when diversity of thought, practice, and experiences are not only welcomed but celebrated. We are passionate about creating, and supporting an inclusive working and learning environment for all students, staff, and faculty.
UW Continuum College has an outstanding opportunity for a Program Coordinator in our Registration Services office.
This position works with a team of registration program coordinators to enroll over 50,000 students in multiple University-level credit and non-credit courses each year. UWC2 Registration Services is separate from the Office of the University of Registrar and handles enrollments for the continuing education branch of the University.
This role works independently and makes decisions when processing large volumes of paperwork, responding to inquiries, and solving complex problems. The ideal candidate is comfortable working in a public-facing office, has strong attention to detail, is able to use a variety of legacy technology systems to troubleshoot and answer inquiries, is comfortable with telephone and in-person registrations, and is able to learn and consistently apply many policies and procedures that vary by program enrollment type.
RESPONSIBILITIES
Customer Service

Answer incoming calls and email inquiries from students, instructors, and UW staff on a variety of topics pertaining to registration.

Assist students in resolving registration problems and consistently provide quality customer service using knowledge of all applicable federal, state, University, and UWC2 policies and procedures.

Communicate pertinent information to students throughout the entire registration process including course status, class limits, and waitlist status.

Communicate UW credit guidelines, procedures, issues and exceptions to students, faculty, and staff pertaining to non-matriculated (NM) and graduate non-matriculated (GNM) student status and course registration.

Troubleshoot and communicate with students for errors on registrations forms, payment issues, mismatched or missing names, addresses, course names, registration numbers, sections, tuition payments, etc.

Consult various UW schools and departments to help students and departments understand the multifaceted procedures of GNM and NM admission and registration. Act as a liaison to students and campus departments to facilitate efficient registration process.

Communicate with academic advisors, instructors and students about registration rules and polices.
Technologies/Systems

Process all registrations and applications that come in the mail, by fax, on the internet, over the phone, and in person using the Educational Outreach Systems (EOS) registration database and the UW Student Database (SDB).

Utilize EOS, SDB, Web 525 (Financial aid system), U-Pass (bus pass), and multiple online registration systems to process registrations, solve problems, and complete related responsibilities.

Guide students on usage of Student Personal Services (registration system for degree students), MyUW, MyPlan, and UWC2 Payment Portal.

Help students create a UW NetID and password to log into various UW resources.
Financial

Determine eligibility and sell UPASS powered by ORCA to students.

Invoice and/or contact students in the event of credit card decline.

Decipher complex trail records in EOS and SDB to determine course fees and charges and interpret any discrepancies. Communicate to students, UWC2 staff, or other UW staff in writing, by telephone, or in person to resolve issues.

Speak to students regarding payment issues such as past due invoices, financial, and registration holds. Talk to Student Fiscal Services and UWC2 Finance to work towards resolution.

Process refunds to eligible students in case of cancelled courses or approved petitions.

Utilize knowledge of UW/ UWC2 policies to analyze and recalculate fee adjustments when EOS does not support the calculation.

Understand intricacies of third-party payer systems; act as liaison with outside agencies to educate and inform them of UW/ UWC2 payment policies and procedures.
Other Duties As Assigned

Provide back-up support to the Time Schedule and Grade Recording Program Coordinator.

Proofread and review for accuracy enrollment confirmation and registration materials.

Write and revise job procedures on the UWC2 Wiki as needed.

Organize student records and prepare files for retention.

Perform other duties as assigned.
MINIMUM REQUIREMENTS

High school graduation or equivalent AND two years of experience in the program specialty OR equivalent education/experience.
ADDITIONAL REQUIREMENTS

Must be able to lift and push 50 lbs. and tolerate repetitive motions.

Must have experience registering students at a mid-to-large size university.

Experience working in a large organization that serves a diverse population.

Work experience in a fast-paced customer service environment with extensive direct customer contact.

Experience working in an environment requiring attention to detail, ability to prioritize work, have outstanding oral and written communication skills, and ability to think and learn quickly.

Have the ability to interpret and communicate complex policies and procedures.

Familiar with SDB or willingness to learn and process large amounts of registrations as needed.
DESIRED QUALIFICATIONS

Knowledge of FERPA regulations

Bachelor's degree, preferably in Communications, Social Sciences, Psychology, Business or other related subject area.

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law .

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is a leader in environmental stewardship & sustainability , and committed to becoming climate neutral.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected] .

COVID-19 VACCINATION REQUIREMENT

Governor Inslee's Proclamation 21-14.2 requires employees of higher education and healthcare institutions to be fully vaccinated against COVID-19 unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination. View the Final candidate guide to COVID-19 vaccination requirement webpage for information about the medical or religious exemption process for final candidates.

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