Student services and Affairs Officer

INTRODUCTION:

University of the People (UoPeople) is the first non-profit, tuition-free, American, accredited, 100% online university. Today, UoPeople has over 270,000 students enrolled from more than 200 countries and territories, including 50,000 students who are refugees. UoPeople is accredited by the WASC Senior College and University Commission (WSCUC).

We believe that higher education is a basic human right and that it can transform not only the lives of students, but also their families' lives, their communities, their nations, and, by extension, the world. See President Reshef’s TED talk when he announced the founding of the University. [ TED talk ]

UoPeople is an innovative university, and we welcome team members who bring creativity and innovation to their roles. We’re a fast-paced organization with remote teams all around the globe. If you’re a self-starter who wants to succeed alongside a passionate team, we’d love to hear from you!

UoPeople is supported by the generosity of individuals and foundations, including the Gates, Hewlett, Ford Foundations, Fondation Hoffmann, and others. The University has been covered by the New York Times, BBC, NPR, Times Higher Education, US News and World Report, and more. President Reshef’s TED Talk and Nas Daily interview about the University have 30 million views combined.

General Purpose: The Student Services & Affairs Officer is responsible for processing student requests related to special

letters, authorization forms, third-party verifications, re-enrollment, I Grades, and student violation cases.

The role involves managing Customer Hub (CH) cases, verifying student records and supporting

documents, coordinating with relevant departments, and ensuring accurate and timely case resolution in

accordance with university policies and procedures.

RESPONSIBILITIES

• Process authorization form requests and verify the required supporting documents.

• Process special letter requests and third-party verification requests.

• Review and process re-enrollment, I Grade, and student violation cases in accordance with university policies.

• Handle assigned Customer Hub (CH) cases received from Advising teams.

• Review student records and case details to ensure accuracy and completeness before processing.

• Handle complex and authorization-related cases, escalating issues to the appropriate team when required.

• Coordinate with Program Advisors and relevant departments to resolve student requests and processing issues.

• Update case statuses, notes, and processing outcomes accurately in Customer Hub (CRM).

• Complete assigned cases within established SLAs while maintaining accuracy and quality standards.

• Follow university policies, standard operating procedures (SOPs), and data privacy requirements when handling student information.

• Identify recurring issues and suggest improvements to processing workflows and service quality.

• Perform additional duties and responsibilities assigned by the team.

QUALIFICATIONS

• Bachelor's degree required; freshers and experienced candidates may apply.

• Proficiency in English.

• Experience working in an academic environment or student services is an advantage.

• Experience with CRM systems or other customer database software is an advantage.

• Experience in case management, or administrative operations is an advantage.

Note: We are not looking for candidates with an engineering (BE) or master's degree background.

SKILLS

• Tech-savvy and comfortable working in an online environment.

• Self-discipline and the ability to work independently as part of an international team.• Strong analytical and problem-solving skills.

• Attention to detail when reviewing student records.

• Good organizational and time-management skills.

• Excellent written and verbal communication skills.

• Ability to manage multiple cases and meet deadlines.

• Critical thinking and sound judgment when handling complex cases.

• Ability to learn new systems, tools, and procedures quickly.

• Strong coordination and teamwork skills.

• Commitment to process improvement, accuracy, and service quality.

EMPLOYEE STATUS

• Employment Type: Part-time

• Work Location: Mysore, India

• Work Schedule: General shift