Lead Access Services Coordinator

POSITION OBJECTIVE Working under general direction, develop and initiate communications with all constituents across campus regarding parking, campus access policies and procedures, regulations, changes, and updates. Collaborate with the Access Services team on messaging to the entire campus. Working in coordination with the coordinators, perform a variety of administrative duties requiring a high degree of precision, accuracy, and confidentiality for the schools and department at CWRU. These functions include processing parking assignments, ID cards and key requests for faculty, staff and students utilizing multiple databases to include Lenel, HARLD, POS system, and the T2 system. Some assignments involve more complex/difficult matters such as answering audit inquiries. Relying on the knowledge of parking vacancies at the University, ensure the resolution of faculty, staff and student daily parking requests are met in a timely manner to ensure outstanding customer satisfaction. Long-term assignments that requires one to rely on own resources in task accomplishment include using Excel to reconcile parking wait lists and Lenel access to buildings on campus as well as key controls. ESSENTIAL FUNCTIONS Advise coordinators in financial transactions to ensure the proper and timely handling of transactions. Resolve issues related to financial discrepancies. Advise on alternative courses of action to resolution. Reconcile daily receipts for all coordinators and temporary employees to ensure transactions have been entered correctly and are reconciled. Ensure daily permit data has been correctly entered and regularly reconciled. (9%) Independently address all account inquiries (via phone calls, emails, and walk-ins) from students, financial authorized users, and other university departments. Has the authority to make exceptions to the policy under certain circumstances – e.g., waiving late fees or removing financial holds, on a student's account based on gathered facts from the student or departments. Initiate refunds in a timely manner and post adjustments. At their discretion, they must know how to balance policy and/or practice and exceptions and be able to upscale matters. (9%) Facilitate communications between the departments and the university in general but in particular regarding the schools' parking, shuttles, IDs, keys and access systems. Independently address all account inquiries (via phone calls, emails, and walk-ins) from internal and external stakeholders. Has the authority to make exceptions to the policy under certain circumstances – e.g., waiving late fees or removing financial holds, on a student's account based on gathered facts from the student or departments. Initiate refunds in a timely manner and post adjustments. At their discretion, balance between policy and/or practice and exceptions and determine when to upscale matters. (9%) Oversee web-based parking permit purchases/renewals and waiting list program, including reconciliation of data, training of staff, and auditing/recording of records. Coordinate and oversee audit function of all related databases on a routine schedule. Ensure that the data in related systems are in sync. (9%) Create and process billing for external clients of Access and Parking for passes, ID, and other goods and services. Act as the primary liaison in facilitating communication and problem resolution between Access Services, university and non-university customers in matters involving access, ID's, key issuance, and basic auxiliary services. Able to answer and resolve all questions and concerns. (9%) Capture images for the university identification card (ID) and enter accurate data into the ID system at the time of issuance. Verify paperwork of prospective cardholders prior to issuance of IDs. Issue ID cards in accordance with university ID policy. (8%) Manage access control system, and direct inquiries to the appropriate point of contact at the university. Gather and compile information for management use regarding access and work with department managers in identifying needs as they relate to attaining reports and information needed by management. Maintain ongoing contacts to solve access problems and resolve issues. Responsible for the reconciliation of data imports from other university systems with Access Services databases such as SIS, Human Resources and UCI Parking. Devise and maintain accurate files of all related paperwork for CaseCard issues, ID's, parking and key issuance. Contact leadership on a regular, proactive basis to ensure satisfaction of access related needs. (8%) Issue parking permits to university entities and enter accurate data into parking system at time of issuance. Verify identity and authorization of paperwork of prospective permit holder prior to issuance in accordance with university parking policy. Prepare routine reports on ID issuance, parking issuance, etc. as needed. Collect and input data for parking waiting lists. (8%) Ensure that terminated/suspended persons are removed or suspended from all systems promptly and that university keys are returned in a timely manner. Verify identity and authorize paperwork of prospective key holders prior to issuance. Enter accurate data into the key shop database. Issue university keys in accordance with the university key control policy. (9%) Responsible for performing detailed account review for chaser tickets, courtesy parking passes, RTA passes, and summer programs and requests are accurate and proper. Reconcile daily receipts to ensure transactions have been entered correctly and are reconciled. Responsible for recording and reconciling fees received for services provided on a daily basis. (8%) Maintain the Access Services department website as part of case.edu as it pertains to parking, ID card information, and all other categories under the department supervision. Alongside maintaining the department website and keep up to date with urgent messages to relay to the university and surrounding community. (8%) NONESSENTIAL FUNCTIONS Advise technician of potential service issues related to food service and access card readers. Provide detailed information on service-related problems. (3%) Perform other duties as assigned. (3%) CONTACTS Department: Continuous contact with the Director of Access Services to keep apprised of all urgent requests and situations or to request assistance in resolving issues and concerns. University: Daily contact with department managers, faculty, staff, and students for parking permits, keys, IDs, access and resolution with the CaseOne card. External: Daily contact with contractors, vendors and temporary employees. Students: Daily contact with student customers for parking, IDs, keys, CaseCard transactions and access. SUPERVISORY RESPONSIBILITIES No supervisory responsibility QUALIFICATIONS Education/Experience: High school and 5 years of extensive customer service experience required OR Associate's degree and 3 years OR Bachelor's and 1 year. REQUIRED SKILLS Self-starter with the ability to work independently, and function with minimal supervision. Displays initiative, enthusiasm, and a strong sense of responsibility. Experience in bookkeeping or general accounting. Ability to pay particular attention to detail, particularly in accounting functions. Knowledge of university policies, procedures and PeopleSoft Financials systems preferred. Good understanding of computers with experience in Microsoft Word, Excel, email, browsers, and Internet searches. Knowledge of basic terminology related to computer hardware and software. Must have the ability to work with a complex set of standards, procedures and terminology, applying significant attention to detail, accuracy and verification. Ability to learn new skills and systems. Excellent communication skills. Communicating effectively in writing as appropriate for the needs of the audience. Talking to others to convey information effectively. Ability to build relationships, develop networks and use them to strengthen internal and external support. Ability to identify opportunities and take action to build strategic relationships between University Technology and other university areas, teams, departments, etc., to help achieve business goals. Ability to work in a team concert, being able to play the roles of team leader and team player as required. Ability to actively listen and be responsive to verbal and non‑verbal clues. Ability to respond to difficult, stressful or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood. Ability to look at situations from multiple perspectives, break problems into component parts, and look for underlying causes and think through the consequences of different courses of action. Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises; prioritize appropriately. Ability to identify various types of problems along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, and provision of solutions. Ability to develop in-depth understanding of client needs in order to be more helpful. The ability to consider how different audiences are likely to respond and choose the best method of communicating the message to each audience. Ability to interact with colleagues, supervisors, and customers face to face. Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Must have the ability to use discretion and good judgment on sensitive and important matters. Experience working with various populations. Ability to recognize the importance of certain tasks and responsibilities and the ability to prioritize to ensure that deadlines are met. Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest. Ability to meet consistent attendance. Willingness to learn and utilize Artificial Intelligence (AI). WORKING CONDITIONS General office environment; walk up customer service counter. Overtime required during peak periods. #J-18808-Ljbffr