Enrollment Services Specialist

University of North Carolina - Charlotte; Charlotte (NC); Hybride; USD 39 000 - 54 000; Plein temps

Résumé du poste

University of North Carolina - Charlotte is seeking an Enrollment Services Specialist in a one-stop student service role at Niner Central. You will assist with financial aid, registration, student accounts, and residency questions, ensuring first-contact resolution and seamless inter-office handoffs.

The position requires interpreting federal, state, UNC System, and university policies to resolve routine and complex issues, using Salesforce, Banner, TouchNet, and related systems.

Qualifications

• Bachelor's degree or an equivalent combination of education and experience.
• Preferred experience in higher education student services and high-volume multi-channel customer service.
• Experience with CRM or student information systems such as Salesforce, Banner, or TouchNet is preferred.

Responsabilités

• Provide student-centered service across Financial Aid, Registration, Student Accounts, and Residency, aiming for first-contact resolution.
• Interpret and apply policies to resolve routine and complex student issues within delegated authority.
• Review student records and enrollment information using Salesforce, Banner, TouchNet, and other systems.
• Assist students and families by phone, email, chat, text, virtual appointments, and in person.
• Coordinate with campus partners to resolve issues through consultations and escalations.
• Identify recurring issues and suggest process and technology improvements.
• Support recruitment, orientation, and events while protecting FERPA and PCI data.
• Achieve defined proficiency within 90 days after training.

Connaissances

Customer service

Communication

Conflict resolution

Active listening

Formation

Bachelor's degree or equivalent

Outils

Salesforce

Banner

TouchNet

Description du poste

University of North Carolina - Charlotte is hiring an Enrollment Services Specialist. The role is a one-stop student service position in Niner Central, the university's Enrollment Management service unit, helping students with financial aid, registration, student accounts, and residency questions so they are not passed between offices. The specialist interprets federal, state, and university policy to resolve routine and complex student issues, and the posting fills five openings.

Highlights

• Provide student-centered service across Financial Aid, Registration, Student Accounts, and Residency, aiming for first-contact resolution and coordinated guidance.
• Interpret and apply federal, state, UNC System, and university policies to resolve routine, complex, and non-standard student issues within delegated authority.
• Review student records and financial and enrollment information across multiple university systems, using Salesforce, Banner, TouchNet, and state and federal systems to process requests and document case activity.
• Serve students and families by phone, email, chat, text, virtual appointments, and in person, using active listening, conflict resolution, and de-escalation techniques.
• Coordinate with campus partners on cross-functional issues through consultations, warm handoffs, and escalations until the issue is resolved.
• Identify recurring student issues and service barriers and recommend process, workflow, and technology improvements, including testing system changes during enhancements.
• Support recruitment, enrollment, orientation, and registration events, and protect student information in line with FERPA and PCI requirements.
• Reach defined proficiency in the assigned service areas within 90 days after initial training; the office trains new hires, so prior knowledge of financial aid, registration, student accounts, and residency is helpful but not required.
• Bachelor's degree or an equivalent combination of education and experience; preferred experience includes higher education student services, high-volume multi-channel customer service, and CRM or student information systems such as Salesforce, Banner, or TouchNet.
• Pay range of $39,058 to $53,705 (anticipated hiring range $39,058 to $48,823) for a permanent, full-time role with 8-hour shifts between 7:30 a.m. and 5:30 p.m. Monday through Friday on a hybrid schedule, plus occasional evening and weekend events.