RECORDS SPECIALIST (PROGRAM ASSISTANT); 2 OPENINGS Job at University of Washington
Benefits:
As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here.
Work schedule: M - F; 8am - 5pm
This recruitment may be used to fill 2 openings.
As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills and dedication to build stronger minds and a healthier world.
UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.
The Office of the University Registrar, a unit within Enrollment Management, supports the Provost as well as the University of Washington community. The office of the University Registrar (OUR) is the steward of the University of Washington's academic history, maintaining the integrity of our records and documenting the excellence of our students. The commitment to service is demonstrated every day in a variety of registration activities that support and implement faculty policies affecting teaching and learning.
The Office of the University Registrar serves all newly admitted, current, and former students attending the University of Washington at the undergraduate, graduate, professional, and post-baccalaureate levels. Reporting to the Senior Assistant Registrar, the Records Specialist 1 position serves on the Records Specialist 1 team. The Records Specialist 1 team represents Tier 1 in a multi-tiered service model in the Office of the University Registrar.
We have an outstanding opportunity for a Records Specialist (Program Assistant).
Primary Duties and Responsibilities
Advise students, University staff and the public on policies and procedures regarding registration, enrollment status, residency, grades, and the academic record. Maintain and update undergraduate, graduate, and professional students' academic records.
Customer Service Responsibilities
Provide efficient and friendly customer service to customers on the phone, assisting customers in-person and responding to incoming emails; responsible for effective front-line customer service operations which includes identifying and investigating customer service concerns.
Maintain solid current knowledge of administrative policies and procedures of the office, the operating unit and the University.
Use effective communication skills in conjunction with administrative guidelines to solve work-related issues in order to maintain a smooth flow of communication and activities.
Respond and resolve each inquiry or refer to the appropriate Office of the University Registrar tier team with the following:
Process registration transactions using the UW Student Database such as section changes, late adds, time conflicts, changes in variable credits, international student course drops, changes to S/NS and audit grading, complete quarterly withdrawals
Application processing for Returning Students and Non-Matriculated for Tuition Exemption applications for faculty/staff and WA State employees participating in the State Employee Tuition Exemption program
Manual entry of Change of Major/Minor forms, legal name changes, social security number updates, UW faculty/staff and WA state employee Tuition Exemption requests
Manage ACCESS student registration, for WA State residents age 60 and older
Enrollment and Degree Certification, including researching and maintaining enrollment/degree information through the National Student Clearinghouse, completing In School Deferment Forms and other specific certification requests related to student enrollment
Assist with grade entry, grade changes, late grading option petitions and daily grade auditing processes
Process reinstatement petitions for students who have been dropped for low scholarship
Provide initial guidance on residency application processes and procedures, refer questions beyond basic information to Tier 3 Residency Team
Provide periodic transactional task support for Tier 2 Records Specialist team, as assigned:
Code degree applications
Provide support for diploma returns, diploma certifications, and replacement diploma processes
Audit grade changes and refer errors to Records Specialist 2, Tier 2 team
Enter comments on transcripts
Enter graduation plan extensions and additional extensions of deadlines
Assist with section withdrawal requests
Post degrees from a list
Distinguishing Characteristics
Maintain all University students' academic records using University and third party software.
Provide guidance to students and University staff about registration and academic record policies and procedures such as drop and withdrawal deadlines, standards of academic progress (SAP), grading and scholarship status.
Understand the MyUW and Student Personal Services’ web based registration and MyPlan tool and be able to help students set up access to the system, enter the system, and navigate the system.
Comply to the Family Educational Rights and Privacy Act (FERPA) of 1974 and ensure accuracy of information in all student education records.
Typical Work
Serve as primary contact for the Office of the University Registrar for current and former students, the UW advising community, faculty, and community members; provide information regarding University of Washington Office of the University Registrar policies and activities; perform a variety of public relations functions;
Compose email correspondence to constituents of the Office of the University Registrar regarding University of Washington policies, procedures, and operations; edit correspondence for accuracy, appearance, readability, and style;
Advise students, departmental advisers, other institutions and the public regarding policies and procedures pertaining to the academic record, including information on academic credit, grading, and scholarship status; interpret and apply policies.
Act as a liaison between academic and administrative University personnel regarding registration and academic record policies and problems such as curriculum and time schedule issues, hardship withdrawals and transfer credit procedures.
Workload fluctuates based on the quarterly academic schedule, with higher volumes of requests occurring during the first two weeks of each quarter, mid-quarter when registration for the following quarter begins, and at the end of the quarter once grades are due and have been posted to the academic record.
Perform other duties of the Records Specialist I position and added tasks to assist supervisor, as assigned:
Respond to an average of 25-40 telephone inquiries per hour
Spend at least 2 hours per day handling in-person inquiries and transactions
Respond to Office of the University RT ticket emails in a timely manner (24-48 business hours, unless additional research and follow up is required)
Process and be responsible for handling requests received via email, mail, phone and fax
Process ACCESS registrations
Access the National Student Clearinghouse database to update enrollment status, process enrollment and degree verifications and process/resolve uploaded error reports
Core Competencies
Demonstrated personal integrity and trustworthiness.
Effectively manages stressful situations and changing priorities.
Ability to anticipate, recognize and resolve issues.
Responsible and accountable.
Strong organizational skills and attention to detail.
Maintains a positive, optimistic, and success-oriented attitude.
Exercises professionalism, which includes being tactful and courteous.
Exhibits a professional work ethic.
Continuously promotes a safe work environment.
Requirements include:
High school graduation or equivalent AND two years of full-time clerical experience and OR equivalent education/experience.
UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.
The Office of the University Registrar, a unit within Enrollment Management, supports the Provost as well as the University of Washington community. The office of the University Registrar (OUR) is the steward of the University of Washington's academic history, maintaining the integrity of our records and documenting the excellence of our students. The commitment to service is demonstrated every day in a variety of registration activities that support and implement faculty policies affecting teaching and learning.
The Office of the University Registrar serves all newly admitted, current, and former students attending the University of Washington at the undergraduate, graduate, professional, and post-baccalaureate levels. Reporting to the Senior Assistant Registrar, the Records Specialist 1 position serves on the Records Specialist 1 team. The Records Specialist 1 team represents Tier 1 in a multi-tiered service model in the Office of the University Registrar.
We have an outstanding opportunity for a Records Specialist (Program Assistant).
Primary Duties and Responsibilities
Advise students, University staff and the public on policies and procedures regarding registration, enrollment status, residency, grades, and the academic record. Maintain and update undergraduate, graduate, and professional students' academic records.
Customer Service Responsibilities
Provide efficient and friendly customer service to customers on the phone, assisting customers in-person and responding to incoming emails; responsible for effective front-line customer service operations which includes identifying and investigating customer service concerns.
Maintain solid current knowledge of administrative policies and procedures of the office, the operating unit and the University.
Use effective communication skills in conjunction with administrative guidelines to solve work-related issues in order to maintain a smooth flow of communication and activities.
Respond and resolve each inquiry or refer to the appropriate Office of the University Registrar tier team with the following:
Distinguishing Characteristics
Typical Work
Serve as primary contact for the Office of the University Registrar for current and former students, the UW advising community, faculty, and community members; provide information regarding University of Washington Office of the University Registrar policies and activities; perform a variety of public relations functions;
Compose email correspondence to constituents of the Office of the University Registrar regarding University of Washington policies, procedures, and operations; edit correspondence for accuracy, appearance, readability, and style;
Advise students, departmental advisers, other institutions and the public regarding policies and procedures pertaining to the academic record, including information on academic credit, grading, and scholarship status; interpret and apply policies.
Act as a liaison between academic and administrative University personnel regarding registration and academic record policies and problems such as curriculum and time schedule issues, hardship withdrawals and transfer credit procedures.
Workload fluctuates based on the quarterly academic schedule, with higher volumes of requests occurring during the first two weeks of each quarter, mid-quarter when registration for the following quarter begins, and at the end of the quarter once grades are due and have been posted to the academic record.
Perform other duties of the Records Specialist I position and added tasks to assist supervisor, as assigned:
Core Competencies
Requirements include:
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Desired:
Application Process:
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
Desired:
- Demonstrated experience in challenging customer service environments, including interpreting and applying established customer service techniques and resolving difficult customer situations and complaints; and strong problem-solving skills to deal effectively with the general public, students, staff, faculty, and co-workers.
- Skilled in interpersonal communications and conflict resolution skills, both in person and in writing
- Demonstrated experience maintaining composure and professionalism in a fast-paced, dynamic customer service environment
- Demonstrated experience in maintaining a high level of confidentiality
- Exceptional organizational skills and attention to detail and ability to update information in a timely manner
- Demonstrated ability to independently manage priorities for multiple projects with diverse timelines and potentially conflicting deadlines
- Demonstrated cultural competency in customer service and team environment
Application Process:
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.
To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu.
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.
COVID-19 VACCINATION REQUIREMENT
Employees of the University of Washington are required to be fully vaccinated against COVID-19 unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination. View the Final candidate guide to COVID-19 vaccination requirement webpage for information about the medical or religious exemption process for final candidates.
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