Position #9313.100
University Services Associate 2
Department of Enrollment Services
14. POSITION SUMMARY
Staff in the Information Center share responsibility for providing admissions, registration,
records, testing and graduation processing information to students, faculty, staff and the
general public, as well as producing official and unofficial transcripts and enrollment
verifications. This information/assistance will be provided through in-person and
telephone contacts and by responding to information/document requests received through
the mail. As such, general knowledge of a broad range of University information is
required, as well as detailed knowledge about policies and procedures which pertain to
admissions, registration, records, graduation processing and testing activities. Staff will
share responsibility for distribution, intake and processing of a wide variety of forms and
informational materials. Data entry and inquiry via PC is required. Staff also produce
faculty, staff and student ID cards and perform departmental cashiering.
The incumbent serves as an information specialist, assisting prospective and admitted
students at various points in their academic careers by providing advice and information.
S/he will need to become knowledgeable about the full range of services, programs and
policies at UWM, from the point of admissions to graduation. The incumbent works
under general supervision, operating independently as much as possible. Staff in the
Information Center handle problems of moderate complexity, requiring excellent
judgment and a thorough knowledge of University policies and procedures. The ability to
network with other staff and departments to get answers and expedite solutions,
frequently for rather unique situations, is also important.
Work in the DES Information Center, which has very heavy traffic and high levels of
contact with both students and the general public, is often stressful and demanding. The
incumbent, therefore, is an individual who can practice excellent customer service
techniques under stressful circumstances.
15. GOALS AND WORKER ACTIVITIES
30% A. Information Activities
Al.
Learn and remain current on departmental and campus-wide policies,
procedures and programs in order to explain to students and the public
admission, registration, records, testing and graduation processing
policies and procedures, and to make accurate referrals both within and
outside the department.
A2.
Screen and distribute various commonly required forms (e.g. registration,
add/drop, verification, and application) required by and submitted by
students. As appropriate, enter data from such forms on-line to produce
student schedules, bills, etc., so that students may meet payment
deadlines and other university and non-university obligations.
A3.
Provide detailed information pertaining to admissions, registration,
records, graduation processing and testing activities, assisting students in
Position #9313.100
University Services Associate 2
Department of Enrollment Services
understanding requirements and completing paperwork. Explain school
and College Admissions requirements as appropriate and provide other
detailed information about departmental policies and procedures.
A4
Process on the spot enrollment/degree verifications as appropriate.
A5.
Process campus copy transcripts as appropriate.
A6.
Process student requests for name, identification number and address
changes.
A7.
Provide PAWS personal identification numbers to students as appropriate
and assist students in completing add/drop, registration, address changes,
etc., transactions on PAWS.
A8.
Produce student, faculty and staff ID cards. Upload and download
information to the ID system. Resolve problems on weekly ID system
error report.
30% B. Transcript Duties
B1.
Respond to inquiries about transcript services. Provide appropriate follow
through for problems regarding transcripts that are not received as
requested.
B2.
Produce unofficial transcripts as requested by students, staff, campus
departments and other outside agencies in accordance with Family
Educational Rights and Privacy Act of 1 974.
B3.
Screen mail requests, produce transcript request forms for such requests
and forward all paperwork to the departmental cashier for transcript fee
validation. Authorize refunds, as appropriate, in compliance with
departmental policy.
B4.
Produce official transcripts from a variety of record storage media (online, hard-copy, microfilm or combinations thereof). Validate transcripts
and mail per request.
B5.
Follow up on "problem” requests. Prepare and mail correspondence
regarding holds, insufficient information, no payment and other situations
that arise which delay processing of transcript requests.
B6.
Record types and numbers of transcripts produced. Maintain a tally of
daily production and response time. Keep supervisor informed of
production problems/delays. Adjust calendar in Information Center to
reflect appropriate processing time.
Position #9313.100
University Services Associate 2
Department of Enrollment Services
B7
Provide, as requested by attorneys and other authorized individuals, copies
of credentials maintained as part of student permanent record files.
B8.
Process appropriate paperwork for students entitled to refunds generated
from transcript processing activity and forward to the Bursar's Office for
disbursement.
20%C.
Verifications and Records Duties
Cl.
Respond to routine inquiries, both in-person and by telephone, regarding
student data stored on-line and in academic credentials files.
C2.
Screen and route student data requests received in-person and through the
mail for submission to National Student Loan Clearinghouse or for in
house processing.
C3.
Provide verifications of student data (grade point average, rank-in-class,
attendance, degree) as requested by students, prospective employers,
insurance companies, universities, student loan guarantors, and other
government entitlement providers. Produce official documentation as
appropriate.
C4.
Identify and resolve problems that relate to the accuracy of academic
records.
C5.
Provide course descriptions of past and present UWM undergraduate level
courses as requested by students and educational institutions.
10% D.
Cashiering Functions
Dl.
Collect and ring up admission application fees received in-person and by
mail, transcript fees, schedule of classes fees, ID card fees, duplicate
diploma fees, and testing fees.
D2.
Cue to print transcripts for requests where the student data is complete on
the database. Route remaining requests for production as appropriate.
D3.
Produce/initiate production of official on-the-spot transcript requests.
D4.
Balance the daily cash intake and be responsible for reconciliation with
the Cashier's Office of any differences.
D5.
Handle processing of NSF checks, including the placement of holds
on student records, received through departmental cashier.
Position #9313.100
University Services Associate 2
Department of Enrollment Services
D6.
5% E.
Perform basic programming tasks for the cash register to accommodate
new fees and/or new categories of receipts.
Train new employees (staff and students)
El.
Produce training manuals and reference materials so that new staff
can be effectively trained and productive in the area as soon as
possible.
E2.
Work directly with new employees to provide necessary background
and training.
E3.
Serve as a mentor for student employees who are often new to a
service work environment and the University. Help students make
appropriate adjustments for the work environment and to University
life in general.
5% F.
F1.
Other/Miscellaneous
Perform other tasks as assigned by the area supervisor or other
administrative staff.
KNOWLEDGE, SKILLS AND ABILITIES
1. Knowledge of a wide array of University policies and procedures.
2. Knowledge of University on-line student information system.
3. Excellent written and verbal communication skills.
4. Excellent interpersonal skills.
5. Skill in complex problem solving.
6. Skill in the handling of difficult situations with students, parents, faculty and staff
who may be upset.
7. Skill in the use of word processing software.
8. Ability to use basic office machines, including copiers, printers, and cash registers.
9. Ability to accurately follow oral and written instructions.
10. Ability to set priorities on a daily basis.
11. Ability to work independently and also as part of a team.
12. Ability to think logically.
13. Ability to exercise good judgment in making decisions.
14. Ability to manage multiple tasks in a fast-paced work environment.
15. Ability to train others.
16. Ability to operate effectively via telephone.
Position #9313.100
University Services Associate 2
Department of Enrollment Services
WORKING CONDITIONS WHILE PERFORMING ESSENTIAL FUNCTIONS
Work is performed in a University office environment, involving possible exposure
to low-level noise and chemicals related to the operation of basic office equipment.
EQUIPMENT USED TO PERFORM ESSENTIAL FUNCTIONS
Personal computer, laser printer, copy machine, fax machine, cash register
The goals and work activities listed are intended to describe the essential functions of
persons assigned to this job. They are not intended as an exhaustive list of all job duties,
responsibilities, and requirements.