Senior Online Enrollment Guide

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The Senior Online Enrollment Guide acts as a point of contact for additional training and resources for the Guide Team. A trusted, self-motivated leader that embodies Full Sail’s core values: Support the Student’s Dream, Embody a Spirit of Innovation, Learn and Grow, Always, Give Back to Others, and Embodies and Motivates Healthy Living.

Essential Duties and Responsibilities:

• Guide students through the Admissions and Financial Aid tasks to complete the enrollment process
• Maintain set department metrics
• Generate, analyze, and review reports
• Communicate clearly
• Audit to identify trends and obstacles
• Provide solution-based feedback
• Act as the point-person for escalations over the phone or in person
• Act as the point-person for all Enrollment Guide questions and student scenarios that require additional research, with additional support from the Team Leaders as applicable
• Ensure compliance with internal and external policies and federal laws.
• Team counseling - timely and clear messaging of internal/external policies, updates, clarifications, etc.
• Point of contact for additional training and resources for the team
• Act as a source of support and mentorship for the Enrollment Guides
• Assists Leadership in all Global Senior Guide tasks and Final Roster Senior Guide Tasks requested
• Consistently communicates issues with Leadership to promote team efficiency as well as communicating completion of assigned tasks at the designated time
• Be a trusted member of leadership – have the ability to not share sensitive information with others

Other Responsibilities:

• Delegation of workflow such as voicemail and Guide assignment and updating of class trackers
• Reporting of Inbound Errors
• Handling of Escalations
• Assisting in Department Wide Trainings
• Daily, weekly and monthly reporting such as Cisco stats, various Options Reviews reporting, NSLDS reporting, and reports designed to hold team members and process accountable to agreed upon standards
• Mentorship Assistance
• Team Scheduling
• Any other tasks as assigned by leadership

Supervisory Responsibilities:   NO

Competencies:

• Strong knowledge of Full Sail’s Admissions, Financial Aid, and Online Enrollment processes and practices
• Effective communication skills, both verbal and written
• Creative problem solver
• Discretion while overseeing sensitive information
• Record of strong judgment and decision-making skills
• Thrives in fast-paced, dynamic environment
• Be approachable and easy to communicate with

Education and/or Experience:

• Bachelor degree preferred, but will consider financial aid experience in lieu of degree

Certificates, Licenses, Registrations:  

• N/A

Computer Skills:

• Proficiency using software programs such as MS Word, PowerPoint, Excel, and Outlook

Environmental Factors/Physical Demands:

Work is performed in an office environment and may include sitting for extended periods of time. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; access, input and retrieve information from the computer system; enter alpha-numeric data into a computerized system often while listening on the telephone. May be subject to bending, reaching, kneeling, stooping and lifting up to thirty (30) pounds. Employee must be able to work a flexible schedule including night and weekend coverage as needed.

Full Sail is an Equal Opportunity Employer.