Tuition Classification Officer

Job Summary

This full-time position reports to the assistant registrar of tuition classification. This position is part of a counseling team that provides excellent, efficient, and timely customer service to clients contacting the Office of the Registrar for support with tuition classification. The work unit exists to determine residency status for tuition purposes for University of Colorado Boulder students through servicing the Office of Admissions staff and the Law School Admissions staff and making decisions for all applications referred by Admissions and Law to our office. This position also reviews and assigns residency status for all currently enrolled students who petition for a change of residency status. Thus, this position must know, understand, interpret, reference, and adhere to state tuition classification statutes, accepted interpretations, and university and departmental policies and procedures regarding tuition classification and must accurately apply this knowledge when processing residency petitions and applications referred to the Tuition Classification Office.

For this area of responsibility, this position updates information in students’ records upon receipt of proper documents, advises people concerning requirements for resident tuition status, answers questions for students and parents about State of Colorado tuition classification law. This position also provides training and direction of the workflow of the unit for personnel who assist in processing applications, applies tuition classification law to individual circumstances and informs people as to why they do or do not qualify and explains steps necessary to qualify at some future time.

This position also exists to provide Enrollment and Records Services (ERS) with consistent and professional representation of the Office of the Registrar to clients, both internal and external; to provide front-line customer service and internal backup support for enrollment and records services for all programs and services supported by the ERS area. This position is responsible for the investigation and interpretation of ERS policies and procedures using critical thinking and analytical skills to provide excellent written and face-to-face customer service. The position also provides skilled support to students, parents, alumni, staff, faculty, and the public via direct contact, telephone, email, and web-based chat regarding registration and residency procedures and policies using current customer-service practices and standards, especially as these apply to higher education and registrar’s offices in particular. This position requires a deep understanding of Boulder campus administrative offices, academic schools/colleges, various other programs (including policies, procedures, personnel, deadline and dates within each), as well as a breadth of services offered by the Office of the Registrar, including associated laws, regulations, policies, procedures, clients, communications and deadlines.
The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.

Who We Are

The Office of the Registrar, in support of the educational mission of the University of Colorado Boulder, ensures the integrity and security of academic records and provides enrollment and academic support through innovative systems and superior service to students and other stakeholders.

What Your Key Responsibilities Will Be

Tuition Classification

• Responsible for learning, knowing, referencing and adhering to state laws, accepted interpretations, and university and departmental policies and procedures regarding tuition classification. Follows these when processing residency petitions and applications referred to the Tuition Classification Office.
• Review and process incoming petitions: code incoming petitions, determine residency status based on petitions and materials submitted, enter coding for missing information, and enter decision coding – all accurately, completely and in a timely manner.
• Evaluate application materials to determine residency status of newly admitted students referred by Office of Admissions, the Law School, MBA, Western Regional Graduate Program (WRGP) and qualified ASSET students.
• Notify clients of adverse determinations using standard language and tools to communicate how the client does not meet the statutory requirements.
• Develop expertise in military exceptions and international student residency laws.
• Serve as a resource to others within the office and the State of Colorado on these topics.
• Provide informed guidance and training to new or supporting staff regarding tuition classification laws, processes and procedures.

Client Support and Education

• Represent the Office of the Registrar in a consistent and professional manner to a wide variety of customers with diverse backgrounds, needs, abilities and expectations via email, phone and in person.
• Provide support at the front desk for one or more shifts per week in order to maintain current knowledge of all ERS services and to provide support to the front desk manager and other ERS staff.
• Provide support for tuition classification, being available to answer phone calls, emails, or visit with walk-in customers on a regular rotation with other tuition classification staff.
• Advise clients in person and via telephone and email about Colorado residency laws and policies. Counsel clients about how to meet requirements, and advise about alternatives if they are unable to qualify.
• When necessary share essential information about petitioning procedures, deadlines and answer a wide variety of complete questions.
• Maintain integrity and accuracy of Skillsoft Tuition Classification 101/501, videos, website, brochures and other documentation through regular review and reporting necessary feedback to Assistant Registrar.
• Communicate with department liaisons the tuition classification statutes and how they apply to the graduate community.
• Communicate with Veterans and Military Affairs on the law as it applies to military exceptions which may affect their students.
• May be called upon to host residency information open houses during new student welcome events.
• Exercise sound judgment and informed decision-making regarding complex situations and/or questions.
• Provide informed guidance to front desk staff and student employees who provide face-to-face customer service, answer emails, and handle daily operations.
• Serve as a resource for escalated issues from front desk and call center employees on a variety of topics including tuition classification.
• Collect and analyze data on issues raised to identify common themes and work to address underlying causes.
• Utilize research and analysis to solve presented problems.
• Build knowledge of consistent responses to common support questions and issues.
• Assist with support of customers via group email accounts.

Enrollment and Records Support

• Represent the Office of the Registrar in a consistent and professional manner to a wide variety of customers with diverse backgrounds, needs, abilities, cultures and expectations.
• Exercise sound judgment and informed decision-making regarding complex situations and/or questions.
• Provide informed guidance to front desk staff and student employees who provide face-to-face customer service, answer emails, and handle daily operations.
• Serve as a resource for escalated issues from front desk and call center employees on a variety of topics including tuition classification.
• Maintain knowledge of ERS procedures, guidelines and exceptions to policies and assist records specialists with withdrawals, add/drop processing, transcript processing, major changes, club sports certifications and other services as needed, both for the purpose of backup and for business process improvement.
• Make recommendations for process improvement, and create and test updated methods to increase productivity.
• May participate in team meetings to more fully understand specialized knowledge involved in service areas for the purpose of process analysis.
• Provide support at the front desk for one or more shifts per week to maintain increase knowledge of ERS services and to provide support to other ERS staff.

Documentation

• Develop, evaluate, update and maintain written policies and procedures for all assigned areas of responsibility and ensures they are posted appropriately in the internal knowledge database.
• Regularly check public-facing documentation to ensure accuracy and completeness for all areas of responsibility.
• Participate in editing documents for ememos, publications, websites, presentations, and any/all other content as needed.
• Document customer interactions as per departmental guidelines within the student information system.

What We Can Offer

The salary range is $46,000-$50,000.

Benefits

The University of Colorado offers excellent benefits , including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder .

Be Statements
Be Informed. Be Strategic. Be Boulder.

What We Require

• A bachelor’s degree from an accredited four-year institution.
• Knowledge of registrar office functionalities; experience in a university registrar’s office, or a university student services office (e.g., financial aid, admissions, bursar).
• Experience working with a student information system and imaging system.
• Experience using databases and computer systems for processing time-sensitive and confidential materials.

What You Will Need

• Oral and written communication skills.
• Customer service skills.
• Ability to understand, reference and adhere to complex laws, interpretations, policies and procedures.
• Ability to perform professional, courteous and accurate customer service in a fast-paced, high-volume environment.
• Ability to learn and use third-party secure platforms to fulfill data requests and error resolution.
• Ability to adapt to rapidly changing technology and business practices and to communicate relevant information in an effective, accurate and professional manner.
• Strong MS Excel, Word, Access and Powerpoint skills.
• Ability to work with individuals at all levels of the organization.

What We Would Like You To Have

• One year experience working with Colorado Tuition classification law.
• Experience with PeopleSoft Campus Solutions student information system.
• Supervisory experience with the ability to oversee a diverse staff by defining goals and objectives, prioritizing, and meeting deadlines.
• Demonstrated good judgment in decision-making, process evaluation and procedure implementation.
• Two years of experience in higher education, preferably working in a registrar’s office.
• Basic knowledge of VBA macros and iMacros.

Special Instructions

To apply, please submit the following materials:

1. A current resume.
2. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.

We may request references at a later time.

Please apply by May 5, 2021 for consideration.

Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs .

Posting Contact Information

Posting Contact Name: Boulder Campus Human Resources

Posting Contact Email: Recruiting@colorado.edu