Service EMU Specialist

Ypsilanti, MI
Sep 16, 2017
Institution Type
Four-Year Institution
General Summary:

Act a representative of Service EMU, provide cross-departmental and divisional services in the areas of records and registration, financial aid, and student business services, either in person or over via email. These activities require a working knowledge and adherence to each department's specific policies, procedures and regulations.
Principal Duties and Responsibilities:

Greet departmental customers in person or via email, identify their needs, obtain necessary information, and process their requests in a manner that will best satisfy their needs.

Act as a representative of Service EMU with faculty, students, staff and the public concerning issues requiring interpretation of enrollment services' and student business services' policies, procedures and programs. Keep current with University, departmental and professional changes in the field.

Provide customers with appropriate forms and instructions.

Check forms submitted by customers to ensure they are the appropriate forms for their service request and that they are complete and accurate.

Provide students with accurate timelines and deadlines for all services provided.

Provide independent diagnostic support, and problem resolution, to customers in the areas of Financial Records and Registration and Student Business Services. Provide referrals to appropriate offices or to University staff/faculty when inquiry can not be handled at Service EMU.

Provide immediate assistance to student requests for service. If on the spot problem resolutions not possible, follow-up with students until the problem is resolved.

Treat customers and coworkers with courtesy, respect, tact and with a sincere desire to meet their needs.

Work with the departmental administrator, when necessary, to improve processing and procedural challenges between Service EMU and the offices Service EMU represents.

Identify processes and procedures in the department which are causing problems for groups of customers (not individuals) and provide findings to management.

Keep current with University's campus events, announcements, changes in policies and general information to best inform students on current University.

Recommend to management and, where authorized, implement improvements in systems, processes and procedures that will increase the customer satisfaction capability of the department.

Develop and maintain a network of contacts with other University departments that commonly interface with the work unit.

Assist Departmental administrator with departmental outreach and Service EMU marketing initiatives.

Provide back-up front counter support for offices in the Division of Enrollment Services and Student Business Services when requested.

Assist the Divisions of Enrollment Services and Student Business Services with special projects as assigned.

Interact with other University departments to resolve a customer's problem or meet the customer's needs.

Adhere to any and all NCAA, Mid-American Conference and Eastern Michigan University policies, rules, regulations, and operational procedures.

Perform related departmental duties, as required.

Supplemental Information:
Please Note:
This is a .92 FTE position. Qualifications:
Ability to read, write, interpret instructions and perform basic arithmetic, typically acquired through the completion of a high school education is necessary.

Three years of satisfactory customer service experience, including at least 2 years dealing with enrollment, student business or directly related student services, is necessary.

Computing skills sufficient to utilize word processing and/or spreadsheet applications, perform file management, and data input/retrieval functions are necessary. Knowledge of specific software applications and University information systems utilized in the work unit assigned is desirable.

Excellent communication skills.

Demonstrated conflict management, leadership and organization skills are necessary.

Knowledge of the University's Red Flags Rule and Identify Theft Prevention Policy and Procedure.