Boston University
PROGRAM COORDINATOR Study Abroad
Boston University, Boston, Massachusetts, us, 02298
The Program Coordinator works as part of a team to perform the front-line reception, general advising duties and processing application and pre-departure documents for BU Study Abroad. The Program Coordinator will: manage the flow of thousands of communications/documents via Study Abroad main email account, phone, and walk-in visitors; support the Enrollment Services team by coordinating the receipt and validation of a high volume of incoming application and pre-departure documents; promote Study Abroad programs to help maximize participant enrollment and retention through timely and accurate advising and customer service-driven communications; and coordinate administrative tasks related to money handling and student accounts. This position follows a set rotational schedule assuring that all responsibilities are covered by the two-person team during regular business hours.
Essential Functions
Essential Function 1: 35%
Serve as initial point of public contact for Study Abroad; disseminate accurate information about Study Abroad programs to a broad range of constituents via 5 main telephone lines and primary BU Study Abroad email account. Ensure smooth daily operations of the Study Abroad Front Desk including maintaining phone log and calendars and creating Enrollment Services departmental newsletter. Evaluate initial inquiry and advise students, faculty, administrators and parents on Study Abroad policies and procedures, particularly as related to the application and enrollment process. Respond to constituent needs and refer to most appropriate Study Abroad or Global Program staff members. Support recruiting and enrollment efforts through positive, accurate and timely communication and superlative customer service.
Essential Function 2: 35%
Evaluate, process and assemble all application and pre-departure materials including official transcripts, letters of recommendation, passport information and visa application materials, and update student records accordingly. Communicate with applicants/participants, advisors and recommenders to resolve specific problems with invalid credentials. Assist with the document imaging process and ensure electronic documents are correctly uploaded to the Study Abroad student data management system. Access transfer grades for student applicant processing. Coordinate the twice-daily data sync using FileMaker database. Troubleshoot common technical problems and report significant issues to appropriate staff.
Essential Function 3: 20%
Manage Enrollment Services Advising Hours procedures including organizing internal calendars and student sign in, troubleshooting Calendly system, gathering data for analysis and advising students. Assist at marketing and outreach events in a general advising role. Assist Enrollment Services team with the planning, implementation and presentation of pre-departure conference for students (occurs three times per year).
Essential Function 4: 5%
Advise students on deposit related matters, handle all incoming program deposits and review requests for deposit waivers and appeals to determine if they should be granted. Review and complete all consortium agreements submitted by non-BU students. Record Study Abroad Grant and Scholarship applications into FileMaker database.
Essential Function 5: 5%
Interview, hire, train and supervise 1-2 student workers per semester. Assist Enrollment Services staff with basic administrative tasks and support as assigned by supervisor and/or Director, Enrollment Services.
Required Skills
1-3 years of experience working in customer service, preferably in an educational setting. Highly organized with ability to manage multiple projects and priorities at the same time. Ability to work effectively as part of a team. Proven track record of problem solving. Discreet and heightened sense of awareness when working with sensitive data. Strong attention to detail. Strong cross-cultural interpersonal and communication skills and the ability to work effectively with all levels of staff. Excellent knowledge of Microsoft Office/Google Suite and database applications. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.
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Essential Function 1: 35%
Serve as initial point of public contact for Study Abroad; disseminate accurate information about Study Abroad programs to a broad range of constituents via 5 main telephone lines and primary BU Study Abroad email account. Ensure smooth daily operations of the Study Abroad Front Desk including maintaining phone log and calendars and creating Enrollment Services departmental newsletter. Evaluate initial inquiry and advise students, faculty, administrators and parents on Study Abroad policies and procedures, particularly as related to the application and enrollment process. Respond to constituent needs and refer to most appropriate Study Abroad or Global Program staff members. Support recruiting and enrollment efforts through positive, accurate and timely communication and superlative customer service.
Essential Function 2: 35%
Evaluate, process and assemble all application and pre-departure materials including official transcripts, letters of recommendation, passport information and visa application materials, and update student records accordingly. Communicate with applicants/participants, advisors and recommenders to resolve specific problems with invalid credentials. Assist with the document imaging process and ensure electronic documents are correctly uploaded to the Study Abroad student data management system. Access transfer grades for student applicant processing. Coordinate the twice-daily data sync using FileMaker database. Troubleshoot common technical problems and report significant issues to appropriate staff.
Essential Function 3: 20%
Manage Enrollment Services Advising Hours procedures including organizing internal calendars and student sign in, troubleshooting Calendly system, gathering data for analysis and advising students. Assist at marketing and outreach events in a general advising role. Assist Enrollment Services team with the planning, implementation and presentation of pre-departure conference for students (occurs three times per year).
Essential Function 4: 5%
Advise students on deposit related matters, handle all incoming program deposits and review requests for deposit waivers and appeals to determine if they should be granted. Review and complete all consortium agreements submitted by non-BU students. Record Study Abroad Grant and Scholarship applications into FileMaker database.
Essential Function 5: 5%
Interview, hire, train and supervise 1-2 student workers per semester. Assist Enrollment Services staff with basic administrative tasks and support as assigned by supervisor and/or Director, Enrollment Services.
Required Skills
1-3 years of experience working in customer service, preferably in an educational setting. Highly organized with ability to manage multiple projects and priorities at the same time. Ability to work effectively as part of a team. Proven track record of problem solving. Discreet and heightened sense of awareness when working with sensitive data. Strong attention to detail. Strong cross-cultural interpersonal and communication skills and the ability to work effectively with all levels of staff. Excellent knowledge of Microsoft Office/Google Suite and database applications. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.
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