Academic Program Specialist
Academic Program Specialist
Office of the Registrar
Non-Exempt, Contingent II, Full-Time, Grade 9
University of Maryland University College (UMUC) seeks an Academic Program Specialist.
The Academic Program Specialist is responsible for providing world class customer service support through the activities related to incoming transcript processing. The position will handle the processing of received transcripts and other student documents in a confidential manner. The position is also responsible for verifying and data entry of student information listed on each institution's transcript sent to UMUC. As part of the data entry process, the transcript must be accurately scanned, linked to the UMUC student record and transcript data must be entered into the student information system (SIS). The Academic Program Specialist must also handle onscreen transcript review, verification and digital filing related to student records. The incumbent must accurately verify school accreditation, enter transfer credit GPA, applicable degrees earned and course/grade information into the system to ensure transfer credit is applied to each student's evaluation. The role assists with any forms of document scanning and data entry as necessary for documents that are deemed student related. The role serves as an entry point on starting the transfer evaluation process for incoming students and has a direct effect on the recruitment of new students to the university. The incumbent will also screen transcripts to update the student's record for any additional schools attended. The incumbent will be required to provide Tier I and II support related to transcript inquiries made by phone or through email cases, in person, chat and other records. The position also requires assistance with sorting and processing incoming mail in accordance with the transcript and document business processes. Additional projects such as training, software testing, attending meetings and presenting ideas to colleagues or guests will also be required.
Note: The intent of this is to provide a representative summary of the major duties and responsibilities of this job. Incumbents perform other related duties assigned. Specific duties and responsibilities may vary based upon departmental needs.
- (40%) Scanning/Screening/Data enter transcripts and other academic documents.
- (30%) Research and respond to internal and external customer inquiries via phone or email/CRM cases, chat or other avenues of established student communication. .
- (25%) Assist with other manual data entry processes such as test scores, international evaluation credit and military credits.
- (5%) Perform other duties as assigned to include mail sorting.
Required Education and Experience:
- Associate's degree
- Three (3) years of experience with document processing or other clerical work
- One (1) year experience with a student record system, data entry and document scanning
- Some experience with document imaging systems
- Ability to pivot on tasks between detail oriented work and service oriented work in a fast paced environment where there will be distractions
Preferred Education and Experience:
- Bachelor's degree
- Two (2) years' experience working with confidential documents
- Understanding of FERPA and FERPA policies
Core Competencies of this role:
Ability to manage competing demands, structure priorities to achieve results and effectively multi task. Seeks guidance and feedback to ensure performance is aligned with objectives.
Understands cost/benefit analysis and business implications of decisions. Serves as model for excellent customer service.
Effectively operates in complex, constantly changing environment. Champions change as opportunity for growth. Builds commitment and overcomes resistance. Communicates change effectively
Presents ideas in a clear, concise, professional manner. Demonstrates active listening skills and recognizes value of others ideas. Understands “audience” by anticipating needs and reactions. Respects cultural differences of diverse groups. In conflict situations, demonstrates grace, tactfully expresses opinions, welcomes others ideas and negotiates effective solutions.
Demonstrates willingness to take calculated risks to achieve business results. Is not confined by “status quo”. Embraces creative solutions and seeks process improvements. Strongly supports use of use of technology at all levels.
Recognizes UMUC's arena is global. Seeks ways to broaden base of UMUC's operations globally. Seeks global solutions to challenges and opportunities.
Models UMUC Core Values. Honors UMUC and applicable USM Policies. Complies with all federal, state and local regulations.
Takes responsibility for building own strong knowledge base. Demonstrates focus on goal achievement; resists distraction. Identifies gaps and solutions that bridge current reality and intent for future. Employs creative and critical thinking in strategy development. Is responsive to good opportunities. Leverages organizations strengths and seeks to improve/minimize its weaknesses. Analyzes market and competition. Develops goals that create value for the organization.
Provides vision and inspiration to peers and subordinates. Demonstrates willingness to mentor and be mentored. Receptive to ideas and suggestions. Encourages and supports development of UMUC employees. Focuses on achievement of long term mission.
All submissions should include a cover letter and résumé. UMUC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umuc.edu/benefits.html.The University of Maryland University College (UMUC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMUC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.If you are an external candidate, you will have the option to create an account after you submit your application. Passwords for external accounts must contain 8 characters including 1 uppercase letter, 1 number, and 1 special character. Please remember this password, as it will be required to apply to additional jobs.