University of Massachusetts Global Benefits Overview

Provides email, chat, and telephone support to online students, routing inquiries and resolving questions involving financial aid, student accounts, registration, academic policies, degree evaluations, graduation, transcripts, and records. Completes comprehensive One Stop training, participates in supervised student contact sessions, and supports the team in a high-volume environment while maintaining a calm, collaborative service demeanor.

Handle inbound/outbound calls and chat to inform and convert prospective students. Provide admissions/product information, resolve objections, document interactions in CRM, meet KPIs, follow up, and support the enrollment process. Work flexible hours and collaborate during core PST hours.