Job Overview
Location
(North America) Remote
Job Type
Full-time
Category
Product Management
Date Posted
June 3, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for routing, escalating, and resolving student complaints and disputes received via cases, calls, emails, and other channels.
- • Coordinate with academic and internal departments to impartially investigate and resolve student issues within established time frames.
- • Respond to student concerns with de-escalation techniques, ensuring high-quality customer service and timely resolution in all interactions.
- • Analyze dispute resolution data to identify trends and recommend or initiate changes to institutional policies and procedures.
- • Maintain strict confidentiality and exercise discretion when handling sensitive student information and confidential matters.
- • Develop and assist in maintaining the institutional dispute resolution system, ensuring efficiency and compliance with established protocols.
- • Meet speed-to-response goals while ensuring accuracy and fairness in all resolutions.
- • Manage multiple concurrent cases with tight deadlines, prioritizing tasks effectively to meet operational expectations.
- • Demonstrate strong emotional intelligence, verbal and written communication skills, and professionalism in all student and staff interactions.
- • Work independently to resolve issues and determine when escalation to higher-level personnel is necessary.
- • Ensure all computing equipment used for remote work is connected to broadband internet via Ethernet with minimum upload and download speeds of 25 Mbps.
- • Utilize UMGC’s Virtual Private Network (VPN) for all access to non-public online information technology services and data.
- • Collaborate cross-functionally to ensure consistent, equitable, and timely outcomes for students across all resolution channels.
- • Contribute to continuous improvement of dispute resolution practices by documenting outcomes and identifying systemic issues.
🎯 Requirements
- • Bachelor’s Degree
- • 1 to 3 years of experience in customer service, dispute resolution, or student affairs
- • Ability to resolve problems independently and determine when issues require escalation
- • Strong verbal and written communication skills with demonstrated emotional intelligence
- • Detail-oriented with ability to manage multiple tasks under tight deadlines
- • Must have access to broadband internet with minimum 25 Mbps upload/download speeds and use Ethernet connection for all work devices
🏖️ Benefits
- • 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 16 paid holidays (17 during general election years)
- • Comprehensive health coverage including medical, vision, dental, and prescription plans effective the first of the month following hire
- • Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability Insurance
- • Tuition remission for Regular Exempt Staff; spouses and dependent children eligible for undergraduate tuition remission after two years of service
- • Flexible Spending Accounts for medical and dependent care expenses
- • Retirement plan options including Optional Retirement Program (ORP) or Maryland State Retirement and Pension System (MSRPS), plus supplemental 401(k), 403(b), 457(b), and Roth options
Skills & Technologies
About UMG Capital Holdings, LLC
UMG Capital Holdings is a privately held investment firm that provides capital solutions to middle-market companies across North America. Founded in 2006 and headquartered in Dallas, Texas, the company focuses on flexible debt and equity investments ranging from $10 million to $100 million. UMG partners with business owners, management teams, and private equity sponsors to finance acquisitions, recapitalizations, growth initiatives, and turnarounds. Its portfolio spans manufacturing, business services, consumer products, and healthcare sectors. The firm emphasizes long-term relationships, operational expertise, and customized structures to support sustainable business growth while preserving ownership flexibility for entrepreneurs.
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