Administrative Coordinator; PennCard Systems (Business Services Division) - University of Pennsylvania

University Overview


The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.




Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.




The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.








Posted Job Title

Administrative Coordinator; PennCard Systems (Business Services Division)





Job Profile Title

Administrative Coordinator





Job Description Summary

The Business Service Division (BSD) supports the individual and collective needs of the Penn community by promoting a hospitable, customer-friendly campus environment through the provision of mission-critical services and essential operations. BSD’s mission is to provide high-quality service in a fiscally responsible manner. The Division is currently focused on three major initiatives:


1) Revenue growth/retention through improved marketing efforts, extended services, and development of new distribution channels.

2) Driving productivity for the Division and its customers through the better use of technology.

3) Enhancing service offerings through upgrades and expansions of facilities.


One of 17 departments in BSD, the PennCard Center provides identification cards and related services to the University community. PennCard seeks a team-oriented individual who values customer service, has a strong comfort level using technology as well as following, interpreting, and communicating processes and procedures, and is comfortable managing high-volume customer-throughput during peak seasons.





Job Description


Job Responsibilities

+ Serves as the first point of contact for the PennCard Center and provides courteous and professional customer service to the Penn community.

+ Produces PennCards for the University community, access and enter confidential information records pertaining to PennCard issuance in accordance with established policies and procedures.

+ Assist with coordinating various projects with other departments that have special card production needs year-round, including production and distribution of cards for summer and special programs, Campus Express and other requests.

+ Acts as administrative support to the PennCard office by reviewing & processing PennCash refunds/donations, daily reconciliations of PennCard revenue, and PennCard mail-in requests.

+ Performs general office duties (mail, supplies, inventory, general office organization).

+ Provides courteous & professional customer assistance (via telephone, email & in person) to those needing assistance, information & problem resolution.

+ Answers calls & emails for the department's main communication avenues in a timely & accurate manner.

+ Undertakes independent follow up with customer to explain/resolve and educate customers about relevant PennCard policies, decisions & processes.

+ Provides ancillary services (notary services, passport photos, stamps, iValidate, PennCash deposits/refunds, etc.).

+ Understands linkages between systems & their impact on customer service & access.

+ Under the direction of PennCard’s Sr. Business Systems Analyst, support technology in use at the PennCard Center and by clients.

+ Configure, maintain, and upgrade contactless readers, registers, kiosks, card printers, receipt printers, cameras and related equipment and software.

+ Troubleshoot issues related to network connectivity, device malfunctions (printers, cameras, tablets, card readers, etc.), and applications.

+ Consult with clients and the Sr. Business Systems Analyst as needed to coordinate response to issues and to escalate internally and with vendors when necessary.

+ Other duties and responsibilities as assigned






Qualifications



+ Associate's Degree and 3-5 years of experience or equivalent combination of education and customer service experience.


+ Strong comfort with technology and familiarity with desktop computing and commonly used office software required.


+ Demonstrable experience using database software and strong aptitude for learning technical systems and software applications required.


+ Ability to comprehend the source data imports and workflows between multiple university databases is essential.


+ Must have demonstrated strong administrative and interpersonal skills coupled with customer service orientation.


+ Must be well-organized, ability to adapt to the changing landscape of the center and work with limited supervision.


+ Ability to train others and comfort in serving in a lead capacity among co-workers.





The PennCard office and its staff provide services that are considered essential to the University and occasionally operates on schedules that differ from ordinaryUniversity hours (hybrid schedules are not available for this role). Some overtime, weekend, and evening hours may be required especially during certain high-traffic periods for the University, such as new student move-in.






Job Location - City, State

Philadelphia, Pennsylvania





Department / School

Business Services





Pay Range

$20.45 - $28.00 Hourly Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile.










Affirmative Action Statement Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.




Special Requirements Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.




University Benefits

+ Health, Life, and Flexible Spending Accounts : Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.

+ Tuition : Take advantage of Penn's exceptional tuition benefits . You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.

+ Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.

+ Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.

+ Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.

+ Wellness and Work-life Resources : Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.

+ Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.

+ University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.

+ Discounts and Special Services : From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.

+ Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.

+ Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.

+ Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.




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To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay



The University of Pennsylvania's special character is reflected in the diversity of the Penn community. We seek talented faculty and staff who will constitute a vibrant community that draws on the strength that comes with a substantive institutional commitment to diversity along dimensions of race, ethnicity, gender, sexual orientation, age, religion, disability, veteran status, interests, perspectives, and socioeconomic status. Grounded in equal opportunity, nondiscrimination, and affirmative action, Penn's robust commitment to diversity is fundamental to the University's mission of advancing knowledge, educating leaders for all sectors of society, and public service. The University of Pennsylvania prohibits unlawful discrimination based on race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.