Learner Resolution Specialist

Student Resolution Specialist
Student Resolutions
Exempt, Regular, Grade 1.2
Location: Stateside Remote

The Student Resolution Specialist will be responsible for coordinating the intake and timely resolution of student complaints and disputes and notifying the student and relevant departments of the outcome. Serves as the main point of contact for the routing, escalation and resolution of student issues and liaises with academic and other departments as needed. The Student Resolution Specialist will also analyze dispute resolution data and recommend/initiate changes to policy and procedure based upon data trends. They are the first responder responsible for finding rapid, and accurate solutions to issues escalated through cases, calls, emails and other channels.

Primary Duties:

• Collaborates with internal departments to assist in responding to student complaints and concerns. Interacts with constituents frequently and endeavors towards de-escalation.

• Collaborates with all departments to ensure that complaints are impartially investigated and resolved within established time frames.

• Reviews and develops dispute resolution practices and procedures and assists in the development and maintenance of the dispute resolution system.

• Meet speed to response goals and demonstrate high quality customer service throughout all student and staff interactions

Required Education and Experience:

• Bachelor's Degree

• 1 to 3 years of experience

• Candidates must be able to resolve problems and make decisions independently and determine when an issue needs to be escalated to a higher level. Outstanding communication and problem-solving skills; ability to gather information, analyze it, and develop appropriate options and actions while remaining aware of how all decisions might impact the student as well as other stakeholders and the institution.

Knowledge, Skills, and Abilities:

• Shows excellent verbal and written communication skills while demonstrating emotional intelligence with each interaction with students. Requires the ability to maintain confidentiality and handle sensitive matters with discretion and tact; ability to work within a team and independently; be detailed oriented; ability to manage multiple tasks with tight deadlines; and ability to determine priorities.

• Home worksite furniture and equipment shall be provided by the Candidate
• UMGC will provide necessary office supplies, a laptop, monitor and headset
• Network communication to non-public UMGC online information technology services and data shall be made only through the use of the UMGC Virtual Private Network (VPN) to ensure data is transmitted through encrypted channels and proper authentication
• All computing equipment that is used, whether purchased by UMGC or the individual, must be connected to broadband internet through an Ethernet connection
• All computing equipment that is used must be connected to broadband internet with upload and download speeds of at least 25MBPS.  You must also hardwire your laptop to the router through an Ethernet connection

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC’s Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at [email protected]. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 16 paid holidays (17 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.

• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.

• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.

• Flexible Spending Accounts: Available for medical and dependent care expenses.

• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).

• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.

• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range: