Lead Academic Assistant
Lead Academic Assistant
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 locations—in Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahant—are 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 formats—lead 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.
About the Opportunity:
The Lead Academic Assistant is responsible for supporting the Assistant Registrar in overseeing a team of Academic Assistants while coordinating the customer service response for the Office of the University Registrar.
This position will be responsible for identifying training needs and mentoring team members in support of professional development. These training and coaching activities will ensure academic assistants provide exceptional customer service to students, faculty, staff, alumni, and administrators regarding both academic records and registration. In the absence of the Assistant Registrar supervises fulfillment of 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. The Lead Academic Assistant will be expected to explain and clarify office policy and procedures to new Academic Assistants and co-ops while determining which complex cases should be escalated. This position will offer feedback and consultation to the Assistant Registrar or evaluating supervisor regarding Academic Assistants proficiency in customer service. Data security, integrity and accuracy are an essential requirement of this position as well as confidentiality related to student academic records. In addition, security of transcript paper, school seals and official signatures is monitored by this position.
Bachelor's degree required and three to five years' experience in a high volume, customer service department, preferably in the Registrar's or college advising office. 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 Five 9 Telephone System, Microsoft Office, Outlook, Adobe Acrobat, etc.) Must be able to work independently and meet established deadlines while handling the day to day work. Must have the ability to identify and request training needs for professional growth development.
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.
To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.
To apply, visit https://careers.pageuppeople.com/879/cw/en-us/job/507056