Job Details

Student Information Management Support Coordinator - Division of Finance

Position Number: 6752408
Location: Philadelphia, PA
Position Type: Registrars

Student Information Management Support Coordinator - Division of Finance

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title
Student Information Management Support Coordinator - Division of Finance

Job Profile Title
Coordinator B

Job Description Summary
The Student Information Management Support (SIMS) Coordinator is responsible for carrying out day-to-day functional Office of the University Registrar (OUR) tasks and managing varied processes coming through the oce during dierent periods of the academic and Student Registration and Financial Services (SRFS) cycles.

The Student Information Management Support Coordinator will be responsible for supporting a portfolio of Office of the University Registrar responsibilities, completing all assigned and required processes, providing the highest level of service, and for escalating special requests such as exceptions to normal practice and policy to OUR leadership for review.
This role requires consistent professional interactions, critical analysis skills, high-level communication skills, and consistent collaboration with all constituents and stakeholders of the University which includes students, families, sta, faculty, community members, and third parties.

The Student Information Management Support Coordinator will:

Promptly and appropriately respond to all requests and inquiries using various technologies and programs including, but not limited to, Banner, Salesforce, Freshservice, BP Logix, and Microsoft Oce products in an accurate and timely manner.

Work with the highest level of professionalism in an independent, self-directed manner leveraging knowledge in all areas of customer-service delivery using Penn's systems and programs.

Complete tasks in accordance with standard operating procedures to ensure seamless, high quality service delivery and continuously work with leadership and various stakeholders to improve service delivery across Penn.

Evaluate both common and high-impact student requests and appeals, and will apply critical analysis and professional judgment in investigating these situations and render decisions in partnership with their direct supervisor/manager and other departments across Penn.

Engage in continuous professional development, committee work, and special projects to improve service delivery and process management at the OUR; On occasion, will serve as a mentor to work-study sta.

Create a positive and quality experience at every encounter using virtual visits, phone calls/phone conferences, onsite meetings as well as through e-mail and other written communications. This role provides an outstanding experience for the diverse customers and stakeholders at Penn by providing care and service that support Penn's mission of innovation, inclusion and impact.

Generally, it is anticipated that the role will work a weekly schedule of approximately 40 hours. However, this may uctuate due to operational needs and business needs in the academic year. Work activity is cyclical.

Job Description

Provide and deliver world-class customer service with the highest level of accuracy and timeliness to students, alumni, families, sta, faculty, Penn community members, and third parties. Respond thoroughly and accurately to general Registrar inquiries through various technologies like Salesforce, Microsoft Teams, Outlook, Freshservice, BP Logix, Outlook, Banner, etc. from all constituents. Accurately answer and triage escalated phone calls and emails from the general OUR systems using professional communication, judgement, and clear communications eectively managing voice, tone, and service delivery to ensure a positive, eective, and ecient experience for all inquiries, questions, and conicts that may come up.

Serve as the primary liaison and collaborative partner with SRFS Student Service Center (SSC) staff. Oversee communications, training initiatives, and documentation to ensure effective engagement and support for students, faculty, staff, parents/guardians, and third-party stakeholders.

Demonstrate ability and willingness to utilize different systems and programs to resolve high volume cases and inquiries via Office of University Registrar (PUR) systems and supervision/management. Demonstrated successful management, documentation and accuracy in records, comments and case file/information using Salesforce and various systems. Able to multi-task and navigate through several different systems simultaneously with precision and a positive mindset and competency for customer service and resolution of immediate and longer-term cases and problems. Ensure proficiency, competency, accuracy and precision in updating records using various technologies like Salesforce, Microsoft Teams, Freshdesk, Outlook, Banner etc.

Generates creative approaches to addressing problems and opportunities; identifies and weighs options, makes sound decisions after reviewing all relevant information; anticipates and plans for potential problems; takes calculated risks; recognizes impact of solutions. Receive and provide feedback with openness and a willingness to implement changes.

Exhibit competency to navigate and utilize various programs and tools like Salesforce, Zoom, Microsoft Teams, Pennant, Banner, National Student Clearinghouse (NSC), Paradigm, BP Logix, OnBase, Perceptive Content, and automated call distribution systems supported by Penn.

Takes responsibility for all assigned work activities and personal actions; follows through on commitments; implements decisions that have been agreed upon; maintains confidentiality with sensitive information; acknowledges and learns from mistakes without blaming others; recognizes the impact of one's behavior on others.

With the goal of world-class customer service, provide a holistic service experience to Penn's constituents. This is accomplished by gathering information and documentation from students, alumni, families, sta, faculty, Penn community members, and third parties to understand, investigate, and critically analyze both common and high-impact questions, issues, and appeals. Use professional judgment to independently render decisions, ensuring outcomes are communicated clearly and effectively to constituents and OUR management. Escalate highest-level issues and actions to functional area specialist as needed.

Demonstrate a comprehensive understanding of individual circumstances and needs, and adhering to all regulatory and compliance guidelines, independently interpret and apply relevant policies, procedures, and guidelines to identify and explain the steps required to enable students and their families to navigate the college experience.

Collaborate and work closely with various and diverse academic departments/programs, advising sta, and school registrars across Penn to coordinate processing of centralized student services, including but not limited to student data changes, registration changes, separations and returns, external credit, external exam credits and waivers, grade changes, field of study changes, and approved petitions to update permanent records.

Ensure that case files, records and Salesforce data are updated in a timely and accurate manner to ensure handos and transitions are smooth and properly documented.

Accurately process in-oce ocial transcripts from students/alumni, including payment processing. Check for financial and academic clearance and communicate with students/alumni when requests cannot be processed. Track processing and trouble shoot delivery issues and accurately use case management and information systems to log and document status updates.

Accurately and promptly process verification letters and forms requesting specialized student information pertaining to enrollment and degree completion, including club sports and all approved third-party verification requests such as those received through the National Student Clearinghouse (NSC) and from government special investigators.

Cultivate students, alumni, families, sta, faculty, Penn community members, and third parties trust in the OUR by ensuring the delivery of services in a warm and welcoming environment, identifying and addressing confidential and sensitive matters with courtesy, understanding, and responsiveness; and demonstrating knowledge of the assigned functions. Using critical thinking and analytic skills, independently follow through on all issues until resolved, identifying and connecting students with cross-University partners and services as needed.

Treats people with fairness, respect, and consideration without regard for their position, status or background; respects dierent values and viewpoints. Consistently looks at issues from multiple perspectives, respecting the viewpoints and values of others. Always acts professionally and calmly when interacting with others; consistently demonstrates concern and courtesy towards colleagues and customers; treats all people respectfully; takes personal responsibility for correcting problems and errors; follows up with individuals to ensure satisfaction with the level of service they have received.

Engage in continuous professional growth and development. Maintain up-to-date knowledge of Federal, State and University regulations, FERPA, and other changing policies and procedures; look for ways to improve service quality and eciency; support the development and implementation of new OUR initiative; participate in OUR projects, initiatives, and committees that have OUR involvement; contribute to the development and updating of training curriculum and documentation for new hires; attend ongoing training for OUR sta.

Expresses oneself clearly and eectively when speaking and/or writing to individuals or groups; listens attentively; ensures that information is understood by all parties; shares information in a timely manner using the most appropriate method; presents well-organized information in a group setting.

Work collaboratively, professionally, and accurately with the Student Service Center (SSC) to assist with tier 1 and tier 2 inquiries as needed, including support of ongoing training opportunities using clear communication skills, timely responsiveness, and professional customer service skills and service delivery. Respond to tier 3 escalations assigned to the OUR.

Perform other duties as assigned.

Qualifications

Bachelor's degree and 2 - 3 years of customer service experience, processing background/experience using various technologies, programs and online resources with accuracy and precision.
Previous experience using various technologies like Salesforce, BP Logix, Banner, Freshdesk, Microsoft Teams, National Student Clearinghouse, etc., preferred.
A minimum of 2 years of experience working under limited supervision; Demonstrated experience in understanding, explaining, and applying the laws, rules, regulations, policies, procedures, specifications, standards, and guidelines in a complex work environment.
Competency and willingness to process, data entry, and ensure full compliance and documentation for cases assigned. Work with an average of 50 cases a day using various technologies and online resources.
Willingness and aptitude to process cases and inquiries in a back-office environment, supporting students and family cases using various technologies with clear communication in writing and prompt customer service.
Demonstrated organizational and prioritization skills, along with the ability to work within tight and often conflicting deadlines.
Professional customer service anity and skills, and the ability and desire to learn and retain a large volume of information and correctly relay this information to students and families; work in an environment that deals with sensitive and private student information.
Knowledge of/experience with computer applications and systems, including the Microsoft suite of products (Word, Excel, PowerPoint, Teams, and Outlook) Salesforce case management, as well as core University systems for financial aid and academic records; ability and willingness to learn new programs, applications, systems, tools, etc.
Strong problem-solving and analytical skills; ability to make independent decisions and to work collaboratively and productively under pressure in a fast-paced environment.
Dependability, reliability, promptness, and professional etiquette; and the ability to establish and maintain positive working relationships with the University stakeholders and customers in a multi-cultural environment.
Strong interpersonal, organizational, document management, and analytical skills required.
Ability and desire to provide high-quality customer service to students, alumni, families, sta, faculty, Penn community members, and third parties in an eective and responsible manner; help students, alumni, families, sta, faculty, Penn community members, and third parties resolve questions and issues; learn and retain a large volume of information and correctly relay this information to students, alumni, families, sta, faculty,
Ability to handle multiple tasks; attention to detail; accuracy in work. Eective communication and interpersonal skills; professional etiquette.
Experience working in an academic setting and working with students strongly preferred.
Eective oral, written, listening, and communication skills; multilingual a plus.
A willingness and ability to be cross trained in a variety of skills and functions and to take part in the overall mission of One Stop SRFS services.
Knowledge of data-processing techniques and the application of such techniques to record-keeping.
Work eectively in a highly matrixed and decentralized environment with the ability to navigate through ambiguity and demonstrate appreciation and support for diversity, inclusion and belonging in a constantly evolving academic/higher education environment.
Demonstrated ability and competency in managing confidential information and securing records and data in compliance with Federal, State and University regulations.
Demonstrated ability and commitment to apply independent judgement and discretion in confidential and private matters related to student services and OUR projects.
Willingness and competency to consistently uphold and model Penn's values, competencies and behaviors.

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Division of Finance

Pay Range
$55,000.00 - $60,000.00 Annual Rate
Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job's level. Internal organization and peer data at Penn are also considered.

Equal Opportunity Statement

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law.

Special Requirements
Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family-whatever your personal needs may be.
Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement-and you and your family can enjoy many of these activities for free.
Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay

Equal Employment Opportunity Statement

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protected under applicable federal, state, or local law.
To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/Franklin-Building/Student-Information-Management-Support-Coordinator---Division-of-Finance_JR00114371