Opening - Coordinator, Card Services
Position Summary:
The Card Services Coordinator plays a critical role in supporting the daily operations of the university’s Card Office. This position is responsible for issuing ID cards and other credentials, managing access and account provisioning, troubleshooting mobile credentials, coordinating with campus partners, and ensuring timely and accurate reporting of card-related data. The coordinator also oversees student staff, maintains inventory, and delivers excellent customer service to a diverse campus community.This positgion requires daily on campus presence to ensure uninterrupted support of campus operations and in person services.
Key Functions and Expected Performance:
Card Issuance and Credential Management
- Issue new and replacement ID cards for students, faculty, staff, visitors, and contractors.
- Process photos for credentials, ensuring they meet university standards.
- Manage the issuance of specialized departmental badges as required.
- Assist users with mobile credential provisioning, troubleshooting, and general usage.
- Provide assistance for the provisioning and troubleshooting of WeGo bus transit cards.
Customer Service and Technical Support
- Respond to phone calls, emails, and in-person inquiries related to ID cards, access issues, SVC (Stored Value Card) accounts, and meal plan services.
- Troubleshoot physical access issues, referring complex problems to the appropriate technical support teams.
- Provide front-line support for all Card Services inquiries, escalating issues as appropriate.
- Ensure a welcoming and service-oriented environment for all users.
Access Control Administration
- Add and modify building access for users while adhering to strict security protocols and privacy policies.
- Coordinate with campus security and IT partners to maintain proper access permissions and credential integrity.
Financial and Reporting Responsibilities
- Prepare and reconcile daily revenue, deposits, and reports, ensuring compliance with internal accounting procedures.
- Research and resolve any discrepancies related to daily cash reports.
- Perform weekly meal plan billing for Student Accounts and manage meal plan refunds.
- Manage day-to-day adjustments to meal plans, including add/remove actions, transfers, and resolving usage issues.
- Process Taste of Nashville transaction refunds as needed.
Inventory and Supplies Management
- Monitor and manage inventory of ID card stock, printer ribbons, and other supplies.
- Submit orders as needed to maintain adequate stock levels.
Administrative and General Office Support
- Schedule, train, and supervise student employees working in the Card Services.
- Ensure student staff are well-informed about service standards, confidentiality, and office procedures.
- Coordinate with Vanderbilt University Information Technology (VUIT) to process duplicate ID requests and resolve data inconsistencies.
- Maintain accurate and organized records of card issuance and access activity.
- Provide general administrative support to the department and assist with special projects as assigned.
- Perform other duties as assigned by the Card Services Manager.
Supervisory Relationships:
This position will report to the Manager of Card Services and may be responsible for managing student employees.
Qualifications:
Education and Certifications:
- High school diploma or equivalent.
- Minimum of 36 months of experience in customer service, administrative support, or a related operational role.
- Proficiency with Microsoft Office Suite and ability to learn new software systems quickly.
- Strong interpersonal and communication skills, both written and verbal.
- Excellent attention to detail and strong problem-solving abilities.
- Ability to manage confidential information with discretion.