Academic Support Associate (Virtual)

Are you searching for a rewarding. fulfilling position that offers challenging work and the ability to make a big impact while working side-by-side with a team of fun, innovative people? Ideally, would you like this position to be with an organization that makes a positive contribution to the world? If so…we would love to hear from you! 

About Us

University of Phoenix is a leading higher education institution founded in 1976 by Dr. John Sperling. Our mission is to improve the lives of our students, their families and future generations through higher education. Our values (which, hopefully you share) are: Brave. Honest. Focused. 

Our University values and embraces all team members and their unique perspectives. We fundamentally believe in fostering an environment which deeply respects, celebrates, and actively encourages a diverse workforce. We are committed to hiring –and learning from –those who share our passion to help others achieve their educational aspirations. 

We offer excellent benefits, an effective recognition program, and outstanding learning and development tools, including tuition vouchers for employees and their qualified family members.

About the Position

Under general supervision, this position is a production based role supporting the Office of Admissions and Records which answers a variety of questions from pre- matriculation to post- graduation, both through inbound phone calls as well as heat tickets to service all University campuses both ground and online. Accountable for all customer interaction and problem solving, as well as, for bringing successful closure to all service related issues associated with University academic policies, procedures, and standards. Accountable for understanding, as well as, applying and interpreting University academic policies, procedures, and services to students, campuses, corporate personnel, and other higher education institutions.

What You’ll Do

PRIMARY ACCOUNTABILITIES:

 

1. Reviews, Interprets, and Analyzes University academic policies and procedures to make admission related decisions, which includes but is not limited to, admissions/matriculation, general education requirements, articulation, grades, transcript evaluation, program/version changes, as well as, waivers, and non system supported requests for students, campus representatives, corporate personnel, and other higher education institutions.

2. Under limited supervision, identifies user system errors, performs auditing activities, reports trends and interacts with internal departments to identify and correct data integrity issues, following established University guidelines and standards.

3. Serves as liaisons between campus personnel and Policy Team to provide interpretation/clarification pertaining to program and academic policy. Examines historical policy/changes providing explanation to assist campus personnel with the resolution of complicated, high-risk, or escalated issues. This includes clarifying, guiding, and advising on past and current programs and policies.

4. Answers and responds to complex customer inquiries related to University guidelines, procedures and standards.  Plays a lead role in resolving highly escalated requests to ensure timely resolution towards corrective action. Explains academically oriented information related to University policies, procedures, and standards within established service level guidelines.

5. With a required understanding and knowledge of academic systems, addresses and resolves student record related issues following established guidelines and standards. This includes directing campus personnel to the appropriate resource(s), while exercising tact and diplomacy, and maintaining a positive relationship with both internal and external customers to ensure customer satisfaction. 

6. Maintains a professional and technical knowledge by attending educational workshops, seminars, and classes, as well as, participating in professional societies

7. Performs other duties as assigned or apparent

 

NOTE:  The primary accountabilities above are intended to describe the general content and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed above. Specific goals or responsibilities will be documented in the incumbents’ performance objectives as outlined by the incumbents’ immediate supervisor or manager.

 

Supervisory Responsibilities: None

What You Bring to the Table

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:

 

• Bachelor’s degree in a related field, or an equivalent combination of formal education and directly related experience, is preferred.

• Two or more years of proven experience interpreting, implementing, and advising regarding policies and procedures in an education and/or business environment. 

 

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES:

 

• Proven knowledge and understanding of University academic policies and procedures. 

• Excellent oral, written and interpersonal communication and customer service skills. Possess a professional and helpful attitude with customers to handle complex and sensitive interactions with internal and external customers with regard to the interpretation and documentation of programs and policies in the Policies and Procedures Manual. 

• Ability to acquire and utilize a sound knowledge of company’s information systems, as well as, fundamental knowledge of company, services and products, as described above

• Analytical ability to perform conflict resolution and policy advisement as described above. Ability to collect, analyze and interpret data in order to solve problems and/or trouble shoot potential issues. 

• Detailed oriented, have the ability to organize, prioritize, and handle multiple tasks and activities in a timely and effective manner.

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As an Equal Opportunity employer, we particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.

If you are an active-duty military member seeking employment when off-duty, compliance with Department of Defense Joint Ethics Regulation, 5500-7-R, is required prior to starting employment with University of Phoenix. You are advised to contact your base Judge Advocate General to seek such approval and answer any questions.