How to Apply
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
Summary
The Office of the Registrar is looking for a customer service oriented professional to work with the Residency Classification Office. This position works as an important part of a team to provide students, families and U-M staff with assistance navigating the in-state tuition application process for three University of Michigan campuses, including clarifying the in-state tuition eligibility criteria under the university's Guidelines for Qualifying for In-State Tuition. The Residency Associate is also expected to apply comprehensive knowledge of processes and systems, to daily work, identify opportunities, recommend process improvements and technology solutions, and coordinate related requests with Central IT (ITS).
Who We Are
The University of Michigan is a premier public research university with over 52,000 students including more than 33,000 undergraduates, with a strong commitment to diversity, equity, inclusion and affordability. U-M is in high demand having received nearly 93,000 undergraduate first-year and transfer applications in the fall of 2023 and enrolling 8,800 incoming students.
Reporting to the Provost and Executive Vice President for Academic Affairs, the Office of Enrollment Management (OEM) manages U-M's enrollment function to efficiently optimize students' experiences throughout their engagement, from prospect to alumni. The division collaborates with campus partners, faculty, and staff, in support of the university's mission and commitment to academic quality, accessibility, diversity, equity, and inclusion.
OEM comprises a dedicated team of more than 200 full-time staff members, and up to 400 additional student and temporary staff and is structured in five operational units - the Office of Undergraduate Admissions, the Office of Financial Aid, the Office of New Student Programs, the Office of the Registrar, and OEM Administration. OEM strives to provide excellence in access and support to diverse and inspiring learners who will challenge the present and enrich the future.
Responsibilities*
- Receives and responds to large volume of residency inquiries via phone, email and in-person regarding in-state tuition eligibility. Counsels and assists students and families with inquiries regarding in-state tuition eligibility criteria and the application process for three U-M campuses; details eligibility requirements with accuracy and anticipates questions from internal and external stakeholders.
- Reviews, evaluates and recommends decisions for in-state tuition applications within established guidelines.
- Coordinates with Central IT Services to update the electronic application and other resources. Identifies opportunities for process improvements and efficiencies, and makes recommendations as appropriate. Exercises problem solving skills and professional judgment.
- Supports students with in-state tuition application and document submission and status checks. Provides high quality level customer service.
- Supports the Residency Office team in administrative tasks including appeal preparation, scheduling appointments and meetings, document management, letter production, data entry and management, data tracking and reporting.
- Resolves inquiries from U-M staff requiring assistance with residency coding.
- Collaborates with assistant registrar on internal residency audits.
Required Qualifications*
- Bachelor's Degree.
- Minimum two years of customer service experience in an office/administrative environment with a demonstrated ability to interact positively with diverse populations.
- Ability to work both independently and in a team environment. Possesses professional demeanor and exceptional customer service skills.
- Highly organized; demonstrates meticulous attention to detail with high degree of accuracy and accountability.
- Demonstrated ability to multi-task and set priorities within complex tasks, and according to admissions cycles for all three campuses of the university.
- Ability to perform a wide variety of duties and responsibilities under the pressure of time-sensitive deadlines in an open, office environment.
- Excellent interpersonal, written and verbal communication skills.
- Excellent analytical and problem-solving skills; applies creative and critical thinking skills.
- Demonstrated ability to handle confidential material in a sensitive manner.
- Ability to learn and provide timely, accurate and precise interpretation of the Guidelines to relevant stakeholders/campus partners at UM-Dearborn and UM-Flint.
Desired Qualifications*
- Knowledge of the academic operations at the University of Michigan - Ann Arbor.
- Familiarity with systems and processes at UM-Dearborn and UM-Flint
- Experience with LEAN or other process improvement initiatives.
- Experience and/or familiarity with PeopleSoft/Oracle preferred.
- Experience with customer relations/ticketing software, such as Team Dynamix
Additional Information
Benefits at the University of Michigan
In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:
- Generous time off
- A retirement plan that provides two-for-one matching contributions with immediate vesting
- Many choices for comprehensive health insurance
- Life insurance
- Long-term disability coverage
- Flexible spending accounts for healthcare and dependent care expenses
The Office of Enrollment Management requires a hybrid work arrangement of minimally three days on-site and two remote days. Thursdays are required as an on-site work day for all.
Application Deadline
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.