University of Arizona Global Campus Student Dispute Resolution Specialist I in United States
The Student Dispute Resolution Specialist I position is a full-time remote employment opportunity. Reporting to the Associate Director of Student Dispute Resolution, the Student Dispute Resolution Specialist I individually diffuses conflict, gathers student-related information, provides student with information about University processes and polices. When deemed appropriate, informally works to swiftly resolve student concerns and facilitate resolution, prior to referring a concern to formal grievance. Works to connect students to various University resources for additional support.
Essential Job Duties:
Manage intake of wide-ranging student concerns, received through internal staff and the Student Dispute Resolution Center (SDRC) submission form.
Serves at the primary contact for SDRC by responding to all voicemails, telephone calls, and emails from students.
Conduct daily advising sessions with students and other individuals seeking resolution of a concern.
Receive and review all incoming correspondence to determine eligibility for various University processes or attempt to informally resolve concern. When eligible, direct the concern to the formal grievance process.
Connect students with various University offices and resources, including, but not limited to, Office of Student Access and Wellness, CHAMPS, Helpline, etc.
When required, research complaint details by reviewing student accounts/history and requests supporting documentation from students to facilitate resolution.
When required, utilize individual judgment to make reasonable conclusions for complaint resolution, develop dispute resolution correspondence, and deliver to appropriate parties within required timeframes.
Serve as an advocate for fairness of the resolution process. Exercise discretion and tact while interacting by any means of communication with students, faculty, staff, and administrators while helping them reach a resolution. Use dispute resolution techniques to calm and deescalate upset complainants.
Collect, document, and secure appropriate complaint documentation, including call logs and e-mail correspondence. Ensure the accurate maintenance of data in all e-files and specialized databases as per required timeframes.
Safeguard all student information and confidentiality per FERPA guidelines and UAGC policies.
Other duties as assigned
Excellent written and verbal communication skills. Ability to develop appropriate correspondence to students and other stakeholders.
Possess good judgment and discretion when interacting with internal and external constituencies with the ability to independently instruct students of their options based on UAGC policies.
Detail oriented and analytical with the ability to conduct research, think critically, identify problems, and identify alternatives to proposed solutions in relation to student concerns.
Strong organizational skills sufficient to prioritize and complete work independently and to adapt to evolving priorities and goals while meeting departmental time requirements.
Professional demeanor with the ability to efficiently manage time with the ability to work independently to effectively meet departmental deadlines.
Team player. Demonstrated skill as a team member with a willingness to support the overall success of the team.
Demonstrated proficiency, intermediate to advanced, in MS Office software programs (Outlook, Word, Excel, Access, PowerPoint).
The ability to travel between UAGC’s various locations in San Diego and Arizona as necessary.
Valid driver’s license and proof of insurance.
- Three years of related job experience in a higher education environment.
- Bachelor’s Degree in Liberal Arts or Dispute Resolution from regionally accredited or approved nationally accredited institution is required or similar degree combined with experience.