Event Services Coordinator

Department

UNIVERSITY EVENTS AND CONFEREN (UA-UECO-IUINA)

Department Information

The Office of Conference and Event Registration Services (OCERS) manages one of the university's critical systems, which collects and manages approximately $11 million in revenue for 1,300 conferences and non-credit programs for all campuses annually. The body of work and practice areas for Indiana University (IU) Conferences has grown significantly in the last several years. The reach and scope of the work of IU Conferences has expanded, not only on all campuses, around the state and nation, but also in a significant manner worldwide.

IU Conferences manages complex conferences and events which requires registration staff to take on greater expertise in areas of revenue processing and security, travel and visa expertise, financial management, and the like. It requires significant independent and proactive action, decisions with far-reaching implications that require a high level of excellent judgment, and a very high level of accountability for the success or failure of a conference or event.

IU Conferences provides comprehensive academic conference planning, virtual management and streaming, planning and management of summer conferences and camps, event registration and revenue collection, event planning and travel assistance for international programs, and entrepreneurial program development.

Job Summary

This position is responsible for ensuring fraud detection protocols are followed for revenue or registration activities on all campuses. This requires constant evaluation and monitoring. The issues of potential fraud are complex and require an understanding of different domains such as financial fraud, visa application fraud, phishing fraud, etc.

Department-Specific Responsibilities

• Manages a complex registration and payment collection system.
• Assures that all registration and revenue collection procedures and protocols safeguard the university by adhering strictly to the Payment Card Industry Data Security Standards (PCI-DSS), the Payment Application Data Security Standards (PA-DSS), and other security standards.
• Assures quality control of the registration process.
• Consults with clients to design, configure, and maintain online conference and event registration forms aligned with event goals and client requirements.
• Establishes, communicates, and implements cancellation and refund policies in collaboration with clients.
• Assists registrants with completing registration and abstract submission forms and resolving submission issues.
• Monitors and responds to inquiries received through the registration phone line and shared email account.
• Addresses participant and client questions, concerns, and issues in a timely and professional manner.
• Processes registration cancellations and refunds in accordance with IU revenue processing guidelines.
• Manages onsite registration operations for events requiring IU Conferences representation, including payment processing.
• Troubleshoots and resolves onsite registration and logistical issues.
• Orchestrates and manages the online abstract submission process for client conferences.
• Consults with coordinators and clients to define abstract submission specifications.
• Configures the abstract collection and review system to meet client-specific needs.
• Manages abstract submission timelines and coordinates review committee distributions.
• Trains review committee members, including program chairs, on the online abstract review process.
• Serves as a primary liaison for event and conference registration, including creating and maintaining online registration pages, managing registrant data, and responding to participant inquiries.
• Processes event registrations and payments in accordance with established procedures.
• Interprets and communicates revenue processing requirements to clients.
• Collaborates with accounting staff to ensure accurate tracking, reconciliation, and transfer of funds.

General Responsibilities

• Coordinates basic and increasingly more complex design, layout, and logistics of events including seminars, workshops, board meetings, conferences, student and alumni events, performances, and exhibitions.
• Acts as a liaison with relevant vendors, partner organizations, departments, and/or facilities and ensures event plans adhere to stipulated budget, specifications, policies, and standard procedures.
• Answers guest and customer calls and emails and provides information related to event services.
• Maintains files, documents, calendars, and event-related correspondence records.
• Maintains mailing lists and may help with printing and distribution of event marketing materials.
• Assists in the setup of meeting or conference spaces; may delegate setup tasks to Set-Up Coordinator(s) depending on event size/scope.
• May interface with media and/or marketing and communications representatives regarding calendar of events and event publicity.
• May address urgent or escalated issues, escalating to supervisor as needed.
• May provide guidance to lower-level Event Services Coordinators.
• May make process recommendations to supervisor for increased operational efficiency.

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED).

Preferred

• Bachelor's degree in business or related field.

WORK EXPERIENCE

Required

• 4 years of experience in events, customer service, administrative, or a related field.

Preferred

• 5 years in business, conferences, events, customer service, or a related field.

SKILLS

Required

• Proficient written and verbal communication skills.
• Maintains a high degree of professionalism.
• Demonstrates time management and priority setting skills.
• Demonstrates a high commitment to quality.
• Possesses flexibility to work in a fast paced, dynamic environment.
• Highly thorough and dependable.
• Possesses a high degree of initiative.
• Ability to build strong customer relationships.

Preferred

• Knowledge of online conference registration and abstract submission systems.
• Knowledge of revenue processing practices, including payment processing, refunds, and fund transfers.
• Ability to support onsite events or conference registration operations.
• Strong analytical and problem-solving skills, particularly in time-sensitive situations.
• Ability to maintain databases, records, and event documentation accurately.
• Demonstrated initiative and interest in continuous improvement.

Working Conditions / Demands

This role regularly requires the ability to effectively communicate. This role frequently requires the ability to handle equipment. This role frequently requires the ability to remain stationary and ascend/descend ladders/stairs. This role requires the ability to move objects weighing up to 25 pounds. The role requires the ability to detect items in close proximity as well as far away; discern between colors; detect objects in peripheral space of self; discern items in detail; and to have good depth perception. The person in this role must be able to perform the essential functions with or without an accommodation.

This role requires occasional travel to conferences throughout the state and sometimes around the world.

Work Location

Bloomington, Indiana or Indianapolis, Indiana

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Comprehensive medical and dental insurance
• Health savings account with generous IU contributions
• Healthcare and dependent care flexible spending accounts
• Basic group life insurance paid by IU
• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death and dismemberment insurance
• Base retirement plan with generous IU contributions, subject to vesting
• Voluntary supplemental retirement plan options
• Tuition subsidy for employees and family members taking IU courses
• 10 paid holidays plus a paid winter break each year
• Generous paid time off plans
• Paid leave for new parents and IU-sponsored volunteer events
• Employee assistance program (EAP)

Learn more about our benefits by reviewing the IU Benefit Programs Brochure.

Job Classification

Career Level: Mastery

FLSA: Nonexempt

Job Function: Operations

Job Family: Events

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Posting Disclaimer

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at iups@iu.edu or by visiting IUPD.

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