Associate Liaison, AES (Assessment & Evaluation Support)

Associate Liaison, AES (Assessment & Evaluation Support)
10452-417

Position Summary - {general statement regarding the overall objective of the position}

Assessment and Evaluation Support Liaisons serve as a main point of student contact within the university. Liaisons answer inbound calls, emails, and chats, and respond to student, faculty, and vendor inquiries in a timely manner with the aim of resolving most inquiries and issues on the spot. Liaisons communicate and resolve student, faculty, and vendor inquiries regarding University Assessments. This is including, but not limited to, Objective and Performance Assessment types. A liaison has an essential responsibility to take ownership of scheduling and delivery processes, manage and maintain processes around evaluation submissions and platforms, vendor communications, and achieving success in troubleshooting and issue identification surrounding all assessment types. Assessment and Evaluation Support Liaisons must be flexible with schedules. Evaluation Support Team hours are 6am to 10pm Monday–Friday, and 6am to 7pm on Saturday, and 10am to 7pm on Sunday.

Essential Functions and Responsibilities - {list of significant responsibilities and essential duties that must be completed in order to achieve the objectives of the position}

SCOPE:

* An Associate Liaison is a supporting individual contributor.

* An Associate Liaison demonstrates competencies while performing a variety of routine or standardized tasks, or tasks of limited scope.

* An Associate Liaison’s work plans and schedules are pre-defined.

* An Associate Liaison’s scope of work may require cross-functional coordination and/or collaboration with internal staff.

* An Associate Liaison demonstrates competency in basic job performance requirements while serving students and staff. This includes scheduling, rescheduling, and cancellation of objective assessments, guiding the student through the assessment environment and providing support to the mentoring teams.

* An Associate Liaison can support the launch process of objective assessments and submission processes of performance assessments.

* Associate Liaisons have a basic understanding of WGU and Assessment platforms and are able to operate effectively to resolve student issues while providing quality support.

* An Associate Liaison properly communicates with the people they are supporting while demonstrating interpersonal skills.

* An Associate Liaison meets job performance requirements by adhering to internal policies and procedures and enforcing student policies and procedures which can include; proper introduction, verification, articulation, call control and efficiency requirements with minimal errors as well as providing accurate information and taking correct action as defined by WGU.

* An Associate Liaison conducts and manages proper case documentation procedures as defined by the department.

COMPLEXITY:

* An Associate Liaison typically works on mostly routine matters of limited complexity.

* An Associate Liaison applies organizational policies, practices, and procedures in his or her daily work in supporting students and staff.

* An Associate Liaison utilizes job aids and operating procedures, along with other resources, to ensure he or she is providing accurate support and resolving issues correctly.

IMPACT TO WGU

* An Associate Liaison contributes collectively, as part of a team, to work towards the Evaluation department objectives to be accurate, fair, helpful, and quick, while contributing to an environment that is a great place to work.

* An Associate Liaison conducts work that is important to our students. Liaisons serve as the front line support team providing quality service and quick resolution times, and in most cases managing a one-touch resolution within the assessment environment.

JUDGEMENT:

* An Associate Liaison receives ongoing direction and feedback on assigned tasks.

* An Associate Liaison has some latitude for independent judgement within assigned tasks and works with his or her team and supervisor/manager on matters outside the scope of his or her responsibility.

* An Associate Liaison understands the goals of WGU.

* An Associate Liaison strives for tactfulness, accuracy, and discretion in all communications and interactions with students and staff.

Schedule:

  • Day Shift - 8:00 AM - 4:30 PM with Tuesday and Sunday off
  • Night Shift - 1:30 PM - 10:00 PM with Sunday and Monday off

* Individuals who work nights and/or weekends qualify for a 10% shift differential


Required Skills {required proficiency, specialized knowledge, technology skills, etc.}

* Proficient use of MS Office.

* Adequate computer skills.

* Ability to navigate different technology platforms.

* Good communication skills, both verbal and written.

* Ability to collaborate with colleagues inside the department in order to gather information.

* Ability to keep a positive attitude with all members of WGU.

* Student obsessed mentality.

* Willingness to learn and grow.

* Ability to work in a fast-paced environment.

* Demonstrates professionalism.

* Ability to document interactions correctly.

* Detail-oriented.

* An appreciation for the WGU model.

Special Position Requirements {travel requirements, ability to work nights/weekends, etc.}

* Ability to work a night and/or weekend schedule, if needed, to meet the team’s service level agreement.

Competencies Required {e.g. communication, teamwork, problem solving, etc.}

* Problem solving skills: Investigates appropriate resources and involves partners when appropriate. Future oriented. Assesses what will help or hinder achieving goals. Focuses on what is important.

* Interpersonal skills: Deals with others in a considerate, respectful, and unbiased manner. Approaches conflict proactively. Solicits and shares feedback openly. Listens with empathy and maintains composure.

* Accuracy: Draws on facts collected from a broad knowledge of WGU’s goals and processes.

* Adaptability: Corrects behaviors and communication style to meet the needs of a wide range of situations. Tackles obstacles appropriately. Comfortable with ambiguity.

* Reliability: Accountable to others; does what it takes to get the job done. Actions are consistent with words. Follows through on commitments. Exhibits exceptional integrity.

* Attitude: Displays commitment to the organization and to personal growth. Is self-motivated and able to motivate and inspire others. Asserts self appropriately to champion ideas. Tells the truth in a direct and constructive manner.

* Initiative: Self-directs with a strong tendency for action. Leads the way to improve performance or processes. Displays keen interest in students and organization.


  • Customer service experience preferred
  • Minimum earned High School diploma or GED, College Experience Preferred


Salt Lake City, Utah, United States

Full-Time/Regular

PI102041308