Student Resolution Specialist I

The Student Resolution Specialist for the University of Arizona Global Campus (Global Campus) is a full-time employment position in the Student Affairs Department, reporting to the Associate Director of the Resolution Center. The Student Resolution Specialist is responsible for providing operational and communicative support for offices within Student Affairs, including the Resolution Center, Student Access and Wellness, Student Development and Engagement, Career Services, and Academic Resolution. The Student Resolution Specialist(s) will serve as a primary point of contact to students initiating contact regarding impact in a class – including hardship, instructor issues, contending a grade, etc. and for students contacting the functional areas mentioned above. When deemed appropriate, the Specialist works to swiftly resolve student concerns and facilitate resolution. The Specialist will have regular interactions with Enrollment Services, Students Services, Financial Services, Registrar, and Center for Excellence in Teaching at the University of Arizona Global Campus.

Duties & Responsibilities:

• The Student Resolution Specialist shares in the strategic planning and vision work for the Student affairs unit.
• This position will autonomously and/or collaboratively determine appropriate level of support and resolution.
• Monitor communications and respond to student inquiries for information, including triage and dissemination of emails to appropriate departmental staff.
• Manage impact requests by students to determine appropriate level of escalation – either processing tuition credit requests independently or referring to appropriate secondary support; including but not limited to, Formal Grievance, Academic Resolution, HELPline, Access & Wellness, Finance, Career Services, etc. Manage inbound communications for the Resolution Center Provide students, staff, and faculty information regarding support services and resources including, but not limited to: disability accommodations and related processes, supportive measures for course impacts, assistive technology and related resources, Talent Acquisition: 3.25.21, wellness services and resources, peer mentoring programming, online academic honor societies,
• Manage intake of Resolution Requests and impact requests.
• Review and process student disputes, including initial de-escalation, evaluation of concerns, facilitation to appropriate process(es), investigation, consultations and resolution of concerns.
• Provide consultative support to members of the UAGC learning community regarding processes and resources available for addressing student academic issues and concerns.
• Coordinate the outreach strategy for student support and related services offered within Student Affairs.
• Correspond, maintain records, and provide guidance related to academic honor societies and online student organizations, as needed.
• Develop, implement, and enforce departmental policies, practices, and services to support student success.
• Serve as an advocate for fairness in the resolution process. Exercise discretion and tact while interacting by any means of communication with students, faculty, staff, and administrators while helping reach a resolution.
• Collect, document, and secure appropriate documentation.
• Ensure the accurate maintenance of data in all e-files and specialized databases per required timeframes.
• UAGC Academic policy, FERPA, working knowledge of Section 504 of the Rehabilitation Act of 1973, Section 508 of the Americans with Disabilities Act (ADA) of 1990, as amended in 2008 and other appropriate laws pertaining to higher education and disabilities.

Knowledge, Skills, and Abilities:

• Ability to interact with a diverse population of students and employees.
• Possess strong oral, written, presentation and interpersonal communication skills.
• Demonstrated collaborative, problem-solving, planning and organizational skills.
• Active listening skills
• De-escalation skills
• Conflict resolution
• Strong written communication

Minimum Qualifications:

• Bachelor's degree or equivalent advanced learning attained through professional level experience required.
• Minimum of 3 years of relevant work experience, or equivalent combination of education and work experience.

Preferred Qualifications:

• Experience working in an online/distance-learning environment.
• Working knowledge of Section 504 of the Rehabilitation Act of 1973, Section 508 of the Americans with Disabilities Act (ADA) of 1990, as amended in 2008 and other appropriate laws pertaining to higher education and disabilities.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!  

The University of Arizona has been recognized for our innovative work-life programs. 

Rate of Pay: $47,356 - $59,195

Compensation Type: Salary at 1.0 full-time equivalence (FTE)

Grade: 6

Compensation Guidance:

The Rate of Pay Field represents the University of Arizona’s good faith and reasonable estimate of the range of possible compensation at the time of posting.  The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate’s work experience, education/training, key skills, and internal equity. 

The Grade Range Minimum, Midpoint, and Maximum Fields listed below represent a full range of career compensation growth over time in this position and grade. Each unit typically sets starting pay between minimum and midpoint upon hire. The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide and our Total Rewards Calculator.  

Grade Range Minimum: $47,256

Grade Range Midpoint: $59,195

Grade Range Maximum: $71,034

Career Stream and Level: PC2

Job Family: Student Activities and Engagement

Job Function: Student Services

For more information regarding this position, please contact us at careers@uagc.edu. 

UAGC shall, in all solicitations or advertisements for all employees placed by or on behalf of UAGC, state that all applicants who are qualified will receive consideration for employment without regard to sex, race, color, religion, sexual orientation, national origin, ancestry, citizenship, pregnancy, marital status, registered domestic partnership status, age, physical disability, mental disability, genetic information, gender identity, military or veteran status, service in the uniformed services, or any other consideration made unlawful by federal, state or local laws.