Engagement Counselor

RPMGlobal; Wilmington Manor (DE); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

Employee Wellness Center

Employee Assistance Program

TIAA retirement plan

Tuition benefits for part-time staff

Professional development opportunities

Job summary

Wilmington University is seeking an Engagement Counselor to deliver student-centered service, advise on academics, and support retention initiatives on campus.

You will coordinate advising, enrollment processes, and student engagement programs while collaborating with registrars, financial aid, and admissions teams to ensure smooth student experiences.

Qualifications

• Bachelor’s degree required with minimum two years of relevant service experience.
• Experience delivering student and enrollment services in service-oriented settings.
• Proficiency in Word and Excel required.
• Familiarity with Ellucian and student information systems.
• Understanding of FERPA and confidentiality in handling records.

Responsibilities

• Respond promptly to inquiries from students, faculty, and staff.
• Schedule Academic Advising appointments for educational planning.
• Advise on degree requirements, course selection, and progress.
• Assist with academic issues and escalate when needed.
• Provide guidance on records, registration, DegreeWorks, and processes.
• Coordinate student services and engagement initiatives.
• Collaborate with campus partners to support student success.
• Maintain accurate records and data integrity in SIS.

Skills

Strong interpersonal skills

Customer service

Communication skills

Public speaking

Organizational skills

Independent work

MS Excel

Problem solving

Independent work

Education

Bachelor’s degree

Tools

Ellucian

Banner

Recruit

BDM

Landis Teams

Microsoft Word

Microsoft Excel

Job description

Requirements

A bachelor’s degree and a minimum of two years of relevant service experience are required. The ideal candidate will have experience delivering student and enrollment services, preferably within service-oriented environments and using computerized student information systems such as Ellucian. Proficiency in Microsoft Word and Excel is required. The incumbent must be motivated, detail-oriented, and able to work independently while managing multiple responsibilities. Strong interpersonal, organizational, customer service, and communication skills, both written and oral, are essential, as are public speaking abilities and the ability to work effectively with diverse populations. The Engagement Counselor will provide student-centered service through effective problem resolution and proactive outreach strategies that support student success. The role requires building productive relationships with key stakeholders and contributing to Wilmington University’s goals for retention, graduation, and overall institutional success. A solid understanding of higher education, student development, and enrollment services is expected, along with familiarity with university policies, procedures, and mission. Sound decision making skills are required, including the ability to assess information, evaluate options, and set priorities. Experience with systems such as Banner, Recruit, BDM, and Landis Teams is preferred. Professionalism, confidentiality, and respect for others are essential, along with a commitment to creating a supportive work environment that values the contributions of all employees.

Responsibilities include (but are not limited to)

• Respond promptly and professionally to phone, text, and electronic inquiries from students, faculty, and staff.
• Schedule Academic Advising appointments when needed for educational planning.
• Advise students on degree requirements, course selection, prerequisites, and academic progress when applicable.
• Assist students with academic issues, concerns, or extenuating circumstances, escalating when necessary.
• Provide accurate guidance on academic records, registration, DegreeWorks, course scheduling, and related University processes.
• Evaluate and support first-year, transfer, graduate, and graduating students based on their unique needs.
• Address academic issues in collaboration with Educational Effectiveness Coordinators.

Student Services, Engagement & Retention

• Coordinate student services such as academic support, counseling resources, and career services.
• Develop and implement student engagement initiatives, including leadership programs, mentoring, and success workshops.
• Foster an inclusive and welcoming environment for all students.

Admissions, Financial Aid & Billing Support

• Assist with first-year and transfer applications to ease the admissions process as needed. Connect the student with their Enrollment Counselor when applicable.
• Assist with financial aid, student billing, and registration documentation and problem resolution.

Communication & Front Facing Support

• Deliver high-quality customer service for in-person visitors, walk-ins, and scheduled appointments, ensuring a professional and welcoming experience.
• Provide in-person front desk assistance for the assigned team, supporting daily coverage as needed.
• Serve as a liaison to the assigned College. Attend college meetings in person if the Team Lead is unavailable.
• Participate in in-person staff meetings with the Lead and/or Directors to review department updates.
• Collaborate with campus partners such as the Registrar, Financial Aid, Student Financial Services, Advising, International Affairs, Admissions Operations, and Recruiting to support student success.

Records Management & Data Integrity

• Maintain accurate and detailed records; prepare and process student documents.
• Perform data entry, updates, and retrieval in student information systems; correct discrepancies and ensure data accuracy.
• Research system errors and process course overrides.
• Ensure compliance with FERPA and institutional confidentiality standards when handling student records and data.

Other Responsibilities

• Promote and foster a supportive environment for all students, faculty, and staff.
• Perform other duties as assigned by the Director, Assistant Director, and/or Lead Engagement Counselor.

Hours of Employment

Generally, Monday - Friday, 10:00 a.m. to 3:00 p.m. or as needed, up to 29 hours per week. The incumbent must be flexible with their hours to meet the needs of the department and the University. Some evening and weekend hours may be required.

Benefits & Professional Development

• Access to the Employee Wellness Center (fitness resources, health coaching, wellness programs).
• Employee Assistance Program (EAP) for confidential counseling and support.
• Eligibility to contribute to a TIAA retirement plan with financial planning resources.
• Tuition benefits for part-time staff.
• Professional and personal development opportunities to support career growth.

Salary Range

Commensurate with experience