Enrollment Services Advisor II

Agency

Department

The Enrollment Services Advisor II, under general supervision, provides customer service to students, faculty, and staff through various communication channels. Offers information regarding University services and information related to admissions, academics, registration procedures, advising services, residency, transcripts, academic programs, and financial aid. Provides training and leadership to other staff and student workers.

Responsibilities:

• Provides customer service to students, faculty, and staff who phone in and email inquiries. Advises students and helps in the decision-making process regarding financial aid and admission status for new and current students.

• Prepares and maintains database with information sent to prospective students and ensures that follow-up contact is made with students who have expressed interest in the University.

• Oversees daily customer flow of the Enrollment Services Center walk-in visits and inbound calls; monitors call queues and in person queues.

• Maintains database of inbound and outbound call communication results to prospective students regarding applying for admission and registration.

• Assists Director and Assistant Director in monitoring departmental tracking and reporting using various reporting mechanisms including but not limited to: CRM (Element451), Banner, CISCO, QLess, JIRA.

• Resolves concerns of students and issues related to the enrollment process.

• Review and update administrative processes and procedures.

• Assists in overseeing the Student ID Card operation in maintaining the software and equipment needed to make ID cards for all students, staff, and faculty.

• Informs current business processes to ensure students receive proper information and assistance in enrollment.

• Provides customer service to students, faculty, and staff on phone and email inquiries.

• May actively recruit and help in the decision-making processes of financial aid and scheduling for new and current students.

• Assist the Director and Assistant Director in planning, implementing, and developing events and outreach programs related to recruitment and financial aid, such as Paying For College events and Future Jaguar Day.

• Conducts presentations and informational sessions on admissions requirements and programs.

• Some travel is required to attend special recruitment events and engagements.

• Prepares documents and correspondence for new students, including but not limited to acceptance letters and new student information packets.

• Remove student enrollment holds and use critical decisionmaking skills to ensure students matriculate from acceptance to enrollment.

• Participate in New Student Orientation events and make decisions to assist students in the enrollment process, including, but not limited to: removal of enrollment holds, awarding of financial aid, and scholarships.

• Maintains knowledge of current state, federal, and institutional policies and procedures.
   

This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.

Required Education and Experience:

• Bachelor’s degree or higher in related field.

• Two (2) years of related experience.

Knowledge, Skills and Abilities:

• Knowledge of word processing, spreadsheet, and database applications.

• Ability to multitask and work cooperatively with others.

• Strong verbal and written communication skills.

• Ability to multitask and work both independently and as a team.

• Ability to organize and make decisions.

• Ability to relate well with a multicultural student population.

• Ability to comprehend and communicate technical information effectively and diplomatically.

• Ability to convey customer service skills, interpersonal skills, and be detail-oriented.

Licensing / Professional Certification: None.

Physical Requirements: None.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 

Supervision of Others: This position may require some supervision.

Other Requirements:

• Work beyond normal office hours and/or work on weekends.
   

All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check.

Equal Opportunity/Veterans/Disability Employer.