Academic Assistant - Transcripts & Customer Service
About Northeastern: Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.
Our locationsin Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahantare nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.
Northeastern's comprehensive array of undergraduate and graduate programs in a variety of on-campus and online formatslead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.
Responsibilities: The Academic Assistant will manage the incoming transcript requests for all areas of the University, over 100,000 per year for the over 1 million records that exist in various mediums. Research and resolve missing degrees, missing courses, and other important aspects of credentials from Northeastern. Supervise student staff processing transcript requests. The position troubleshoots for students, faculty, staff and administrators. Data security, integrity and accuracy are an essential requirement of this position as well as confidentiality related to student academic record. In addition, security of transcript paper, school seals and official signatures is monitored by this position. This position spends the equivalent of one day a week overseeing quality of student workers who also provide service.
Knowledge of FERPA and Ellucian Banner preferred. This position requires a high level of data accuracy, familiarity with student information systems, good communication skills, and proficiency utilizing different computer programs (including Microsoft Office, Adobe Acrobat, Outlook, Salesforce, etc.) and the ability to be flexible and multi-task during peak processing times.
2-4 years' experience in a high volume, customer service department, preferably in the Registrar's or college advising office.
Bachelor's degree preferred.
A successful candidate will have excellent data entry and analytical skills, the ability to learn and apply established policies and practices, strong organization abilities, and demonstrate exceptional oral and written communication.
Knowledge of FERPA and Ellucian Banner preferred.
Familiarity with student information systems, proficiency utilizing different computer programs (including ACD Telephone System, Salesforce, Microsoft Office, Outlook, Adobe Acrobat, etc.).
Must be able to work independently and meet established deadlines while handling the day to day work.
Salary Grade: 51
Additional Information: Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.
All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.
Founded in 1898, Northeastern University is a private research university located in the heart of Boston. Northeastern is a leader in worldwide experiential learning, urban engagement, and interdisciplinary research that meets global and societal needs. Our broad mix of experience-based education programs?our signature cooperative education program, as well as student research, service learning, and global learning?build the connections that enable students to transform their lives. The University offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools.