2024-2025 - OneStop-MMC, Student Customer Service Associate

Florida International University is recognized as a Carnegie engaged university. It is a public research university with colleges and schools that offers more than 180 bachelor's, master's and doctoral programs in fields such as engineering, international relations, architecture, law and medicine. As one of South Florida's anchor institutions, FIU contributes $9.8 billion each year to the local economy. FIU is Worlds Ahead in finding solutions to the most challenging problems of our time. FIU emphasizes research as a major component of its mission. FIU has awarded over 200,000 degrees and enrolls more than 54,000 students in two campuses and three centers including FIU Downtown on Brickell, FIU @ I-75, and the Miami Beach Urban Studios. FIU also supports artistic and cultural engagement through its three museums: the Patricia & Phillip Frost Art Museum, the Wolfsonian-FIU, and the Jewish Museum of Florida-FIU. FIU is a member of Conference USA
and has over 400 student-athletes participating in 18 sports. For more information about FIU, visit http://www.fiu.edu/.

OneStop Enrollment Services - Student Associate for MMC

Customer Service

o Cordially greet and acknowledge all students, guests, staff members, and faculty.

o Provide customer service support via telephone, e-mail, chat and in-person requests.

o Review documents students are submitting to ensure accuracy and successful completion of forms and additional documentation.

o Escalates problem cases to appropriate ES functional area.

o Document the record using Panther Soft 3 C's (Communication, Comment, Checklist).

o Understand and abides by FERPA & HIPPA regulations.

Admissions Duties

o Provides admissions information and assistance to all prospects, inquires, students, etc. by using student database systems.

o Understand the admissions application process and necessary documentation that needs to be submitted in order to meet the admissions application requirements.

o Perform outbound calls to prospective, inquires and admitted students to inform them of central information that coincides with the strategic plan of the division.

o Reviews residency documents and explains Florida Statute to students and parents to assist with the coding of instate students for the purposes of tuition.

Records Duties

o Collection and review of sensitive documentation for purposes of student cases, dismissal or formal appeals, petitions, etc.

o Review and understand a student's record in order to problem solve and answer any student questions that may arise.

o Performs student services functions pertaining to registration such as, but not limited to adding and dropping of classes, enrollment verification, transcript ordering, change of name and address, Cadivi, Amnesty and Salvage, Enrollment Cancellation, Dismissal, Reinstatements, Late Registration Fee Waivers, Non-Resident Tuition Waiver, Residency, Graduation, and Withdrawal.

o Communicate the university policies and procedures.

o Has a clear understanding of the different ways a student can take classes at FIU. This includes non-degree, transient and dual enrollment applications.

Student Financials Duties

o Assist students with various questions regarding their customer accounts, payments, and holds.

Financial Aid Duties

o Provides detailed financial aid information to students in accordance with all applicable laws, regulations, and policies, regarding the application process, needs determination, verification, and status of their financial aid application.

o Maintain current knowledge of federal, state, and institutional programs, regulations, policies, and procedures.

o Troubleshoot and access a student record as to why the student was not packaged, explain the cost of attendance, EFC, one term costs, etc.

o Performs other related duties as assigned or as directed. The omission of specific duties does not preclude the supervision from the assigning duties that are logically related to the position.

Federal Work Study

o Minimum 2 years previous customer service experience.

o Previous experience working in higher education.

o Knowledge of Florida International University policies and procedures.

o Strong administrative, organizational, and prioritization skills.

o Familiarity with the use of standard office equipment (e.g. Xerox copier, fax, scanner).

o Fluency in Microsoft Office, Outlook, Excel, Work and Adobe Acrobat

o Experience with CRM or other database software

o Eagerness to learn and grow in the position as well as being flexible with office hours as needed

o Ability to prioritize and multi-task in a fast-paced environment

o Ability to type quickly and accurately (50-80 words per minute)

o Works well with others and creates a positive working environment

Previous Experience:
Required:

o Ability to communicate clearly and concisely with tact and diplomacy in all oral and written communications.

o Ability to work effectively in a team environment.

o Ability to exercise appropriate personal initiative and accountability.

o Ability to handle sensitive information in a confidential manner.

o Proven ability to execute instructions accurately and in a timely manner.

o Outstanding interpersonal and active listening skills along with an analytical and critical thinking ability to interpret and responds appropriately to diverse groups of people in various situations.

o Must have exceptional follow-up, follow-through, and attention to details skills, accomplishing tasks with concern for all areas involved, no matter how small.

o Demonstrated ability to work efficiently and complete tasks in a fast-paced environment amidst interruptions and fluctuating workloads.

Students enrolled at FIU, who have been awarded Federal Work Study (FWS) as part of their Financial Aid Award package.

Student must be enrolled with a minimum of six (6) credit hours in a course of study leading to a degree or a Financial Aid eligible certificate, during Fall, Spring, and Summer semesters.

Upon graduating, FWS employment must end.

Hours will vary based on class schedule and needs of the department.

$13.00/hour

Criminal Background Check
This student appointment may be subjected to a pre-employment background check.

Background check and fingerprinting is required if the job includes any of the following:

Current Employee

As a current employee, you must log into Employee Self Service (ESS) to apply for this and any other internal career opportunity of interest. In this account, you are able to track your applicant status in "My Applications".

In order to be considered eligible for the position as an internal candidate, departmental staff must meet minimum requirements of the position, be in good performance standing, and have been continuously employed at the University for at least six months.

Before you begin the process, we recommend that you are prepared to attach electronic copies of your resume/ curriculum vitae, cover letter or any other documents within the application process. It is recommended that you combine your cover letter and resume into one attachment. Attached documents should be in Microsoft Word or PDF format.

*This posting will close at 12:00 am of the close date.

Prospective Employee

If you have not created a registered account, you will be asked to create a username and password for use of the system. It is recommended that you provide an active/valid e-mail account as that will be the main source of communication regarding your status within the process. In this account, you are able to track your applicant status in "My Applications".

In order to be considered eligible for the position as an internal candidate, departmental staff must meet minimum requirements of the position, be in good performance standing, and have been continuously employed at the University for at least six months.

Before you begin the process, we recommend that you are prepared to attach electronic copies of your resume, cover letter or any other documents within the application process. It is recommended that you combine your cover letter and resume/curriculum vitae into one attachment. Attached documents should be in Microsoft Word or PDF format. All applicants are required to complete the online application including work history and educational details (if applicable), even when attaching a resume.

*This posting will close at 12:00 am of the close date.

Clery Notice

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, the University Police department at Florida International University provides information on crimes statistics, crime prevention, law enforcement, crime reporting, and other related issues for the past three (3) calendar years. The FIU Annual Security report is available online at: https://police.fiu.edu/download/annual-security-fire-safety-report/.

To obtain a paper copy of the report, please visit the FIU Police Department located at 885 SW 109th Avenue, Miami, FL, 33199 (PG5 Market Station).

Pay Transparency

Florida International University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

FIU is a member of the State University System of Florida and an Equal Opportunity, Equal Access Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.