Enrollment Services Coordinator — Student Support

The University of Texas at Austin; Austin (TX); On-site; USD 38,700 - 47,300; Full time

Job summary

Phase2 Technology is seeking a Coordinator for the Texas One Stop for Enrollment Services in Austin, Texas. This role focuses on providing exceptional customer service to students and assisting with inquiries related to financial aid, billing, academic records, and registration.

The ideal candidate will hold a Bachelor's degree and have at least one year of experience in a customer-service role. Strong communication and problem-solving skills are essential, as well as proficiency with Microsoft Office applications.

Qualifications

• 1 year of customer-service experience is required.
• Ability to interpret and explain complex information.
• Demonstrated ability to work evenings and weekends.

Responsibilities

• Counsel students on enrollment services such as financial aid.
• Manage inquiries through various communication methods.
• Support students in meeting graduation goals.

Skills

Customer service

Communication skills

Problem-solving

Microsoft Office proficiency

Education

Bachelor's degree

Tools

Salesforce

Amazon Connect

WaitWell

Job description

Coordinator, Texas One Stop for Enrollment Services

Job Posting Title:

Coordinator, Texas One Stop for Enrollment Services

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Hiring Department:

Texas One Stop

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt from FLSA

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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Job Details:

General Notes

We are looking for team members who have a passion for helping others, thrive in a team environment and have a strong commitment to systemically improve the student experience. Must be eligible to work in the United States on a full-time basis for any employer.

Purpose

Texas One Stop for Enrollment Services serves as a central point of contact for the University community grounded in exceptional customer service and student retention. Coordinators are cross-trained to assist all students, undergraduate and graduate, with academic records, financial aid, enrollment, billing and payments, and registration and record related questions through the student life-cycle lens.

Responsibilities

Counsel students and community members with expertise and training in a variety of enrollment services (i.e., financial aid, billing, academic records, registration). Manage all inquiries via in person services, phone calls, and via email. Responsible for answering questions and resolving complex issues related to financial aid, enrollment, academic records, billing, and payments, utilizing available tools. Work with appropriate staff and resources to make expert referrals as needed.

Explain, educate, and inform students and families regarding:

• Financial aid, including revision of awards; obtain the required documentation and follow-up with re quested information from students. Assist in the implementation of processing procedures as related to financial aid.
• Student account information related to billing, and other tuition related processes.
• Student academic records, including transcript and enrollment verification requests. Guide students through the online registration system and assist with new student orientation. Assist students with self-service options. Troubleshoot registration errors, system issues, and inquiries concerning registration.
• Other general areas related to student success, University services and operations.

Support students in meeting their graduation goals. Communicate with students, advisors, and administrators to troubleshoot registration and graduation barriers, and provide timely solutions for students. Serve as a student service resource for general University information including providing appropriate referrals for campus resources, assist students with navigating and accessing information on the University website.

Serve as an active, positive, and engaged member of the Texas One Stop staff; participate on cross-functional committees as appropriate, develop and manage assigned office procedures, paperwork, and data integrity. Coordinate proactive outreach efforts to improve student enrollment, retention, and graduation.

Other duties as assigned.

Required Qualifications

Bachelor's degree and a minimum of one year of work experience in a customer-service-focused field. Excellent interpersonal and communication skills and the ability to interpret and explain information. Highly motivated, focused, and results-oriented. Demonstrated ability to provide accurate information in a courteous, friendly, concise, and approachable manner. Demonstrated ability to solve problems by questioning, organizing, researching, analyzing, processing, and interpreting information. Demonstrated ability to use judgment, discretion, and decision-making skills in dealing with confidential and sensitive issues. Demonstrated ability to learn complex University organization, policies, and procedures related to the position. Ability to meet deadlines. Ability to work nights and/or weekends. High level of proficiency with Microsoft Office applications.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

Work experience in one or more of the functional areas in the One Stop, i.e. Financial Aid, Student Accounts Receivable, Bursar, Registrar, Admissions. Proficiency in multiple languages such as Spanish and American Sign Language. Knowledge of The University of Texas at Austin, including institutional and unit policies, procedures, and processes. Experience and knowledge working with
Salesforce, Amazon Connect, WaitWell, and University of Texas at Austin legacy systems.

Salary Range

$43,000

Working Conditions

• May work around standard office conditions
• Repetitive use of a keyboard at a workstation

Work Shift

• Standard work shift 8am to 5pm

Required Materials

• Letter of interest
• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor

Importantfor applicants who are NOT current university employees or contingent workers:You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure thatALLRequired Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers:As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questionspresented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer,complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.