Academic Records Coordinator - Customer Service performs a variety of coordinating functions within the Office of the Registrar that supports the University's mission and office goals. The ARS - CSS serves as an academic records information representative who provides timely and accurate information to students (current and prospective), faculty and staff regarding registrar policies, procedures and record maintenance. This involves, but is not limited to prompt and accurate responses to in-person, email, Zoom, and phone inquiries and requests. Responsible for collecting, recording, maintaining, and reporting of student records within FERPA guidelines.
POSITION SPECIFIC RESPONSIBILITIES:
Serve as a first point of contact for the Office of the Registrar by providing quality customer services in a timely fashion. Respond to inquiries via email and Zoom, in-person and answering the main phone line. Respond to questions pertaining to rules, regulations, policies and procedures in a thorough, accurate and courteous manner.
Provide assistance to constituents by explaining and demonstrating various policies and processes. Ensure accuracy of information by maintaining current knowledge of university and office policy and procedures.
Keep front office area organized, welcoming and stocked with necessary items. Under guidance will purchase office and instructional supplies as needed to manage inventory.
Manage and update voicemail messages and auto-responses.
Liaison to university services (ITS, Facilities Management, Public Safety, OneCard). Prepare documents or submit requests. Troubleshoot problems/issues with university service services.
May update standard information/data to website/blog within the applications content management system.
Process registrations, late registrations and changes to registrations (registration holds, or registration hold releases, unit overloads, etc.)
Compose correspondence regarding student registration, academic records and graduation records.
Perform other duties as assigned or requested by the University Registrar and/or Associate Registrars.
Manage receipt and processing of incoming transcripts.
Perform other duties as assigned by the Associate Registrar or University Registrar not limited to: processing grade sheets; auditing and updating academic records; assisting with academic reports, both internal and external; assisting with orientation, registration, and commencement.
Other duties as assigned by the University Registrar, Associate Registrar or Assistant Registrar. Other duties include staffing convocation and commencement and their related activities and events.
Minimum one year of relevant experience in the areas of registrar/academic records/student systems preferable in an academic community.
Demonstrated knowledge in the areas of: Modern office practices and procedures; operation of various office machines; filing systems; proofreading; correct use of English, spelling, grammar; mathematical computations. Organizational skills and accuracy in recording tasks are essential.
With minimal supervision, perform academic record functions involving independent judgment and requiring accuracy. Stay informed on academic policies and regulations, as well as changes in office procedures.
Use good judgment in interpreting the rules, regulations, procedures, and policies of the University (which vary with each college) for the students and faculty, referring exceptions to the proper person for appropriate action.
Maintain confidences and confidential information.
Exemplary communication skills (both written and oral). Work effectively with all levels of the University organization, maintaining a friendly, courteous, fair, and yet firm disposition.
Demonstrated computer competency and preferably knowledgeable of Microsoft Office suite.
Demonstrate a commitment to outstanding customer service.
Highly developed organizational and customer service skills. Must be highly motivated, self-directed, detailed and results oriented with the ability to maintain multiple projects.
Exemplary communication skills (both written and oral), including use of proper email and phone etiquette, proofreading, good grammar and spelling usage.
Maintain a personable and professional demeanor at all times.
Ability to provide competent responses to constituents, being sensitive to individual needs. Maintain confidentiality of admissions records. Prioritize, delegate and ensure completion of a variety of tasks with multiple deadlines.
Ability to coordinate multiple activities, establish priorities, attend to detail, handle interruptions, manage time, take ownership of tasks, and follow up.
Demonstrated computer competency and proficiency in Microsoft Office (Excel, Word, PowerPoint), and online productivity software (e.g. Google Docs and Sheets).
Demonstrated experience with data management and analysis, preferably using Microsoft Excel, other data management programs, and cloud storage (e.g. Box, Google Drive).
Ability to multi-task, plan, organize and execute day-to-day operations; work under deadlines and maintain a detail-oriented approach to each task; ability to prioritize work-flow on a daily basis; ability to write internal communications.
Skill in data entry with minimal errors and ability to review own work for accuracy.
Ability to work in a collaborative team environment, being receptive to feedback, willing to learn, and embracing continuous improvement.
Ability to problem-solve inquiries that involves researching and interpreting policies and analyzing possible solutions to apply the appropriate course of action.
Ability to establish and maintain effective working relationships with employees at all levels throughout the institution.
Experience working in an office setting.
Experience working in higher education.
Experience with databases and data entry.
Experience working with a Student Information System.
Typically a bachelor's degree from an accredited institution or equivalent combination of education and experience. Incumbent will be expected to continue upgrading knowledge, skills, and abilities needed to keep abreast of regulation/policy changes.
COVID VACCINATION REQUIREMENT:
To ensure the safety and well-being of our community, Loyola Marymount University requires that all students, faculty and staff are vaccinated or have been approved for a qualifying medical or religious exemption.
Founded in 1911, LMU is a premier Catholic university rooted in the Jesuit and Marymount traditions. Our enrollment includes 5,962 undergraduate, 2,129 graduate and 1,278 law school students. Our 142-acre bluff-top campus is located in West Los Angeles and is among the nation's most beautiful and green campuses.