Enrollment Services Specialist

University of North Carolina Charlotte; Charlotte (NC); On-site; USD 39,000 - 47,000; Full time

Job summary

University of North Carolina Charlotte is seeking an Enrollment Services Specialist to provide comprehensive support across Financial Aid, Registration, Student Accounts, and Residency. The role interprets policies, analyzes student information, and delivers guidance through multiple channels to promote first-contact resolution.

The position supports recruitment and enrollment events, with a hybrid work schedule and occasional evenings/weekends, and requires strong communication and

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Ability to learn complex information, interpret rules, and navigate multiple systems.
• Experience using CRM or enterprise systems such as Salesforce, Banner, or TouchNet is preferred.

Responsibilities

• Provide student-centered service across Financial Aid, Registration, Student Accounts, and Residency.
• Interpret and apply policies to resolve routine and non-standard student issues.
• Review student records and enrollment data to determine actions and coordinate services.
• Communicate clearly via phone, email, chat, text, and in-person channels.
• Coordinate with campus partners to resolve cross-functional issues and referrals.
• Research requests using Salesforce, Banner, TouchNet, and related systems and document interactions.
• Identify recurring issues and suggest improvements to processes and workflows.
• Support onboarding, training, and knowledge sharing for staff.

Skills

Customer service

Communication

Problem solving

Education

Bachelor's degree; or equivalent combination of education and experience. All degrees must be received from appropriately accredited institutions.

Tools

Salesforce

Banner

TouchNet

Job description

Enrollment Services Specialist

Please see Special Instructions for more details.

• You don't have to already know Financial Aid + Registration + Student Accounts + Residency - that's helpful if you do, but we can train. You do need to demonstrate that you can learn complex information, interpret rules, navigate numerous technology applications, exercise judgment, communicate exceptionally well, and function effectively under significant demand.
• That's the candidate profile we tried to write this for with a journey description and a working title of Enrollment Services Specialist.
• The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report.
• The Search Committee will not contact references without first verifying permission with the finalist.
• UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits/benefits-overview/

Position Information

• Vacancy Open to: All Candidates
• Employment Type: Time Limited - Full-time
• If time-limited, note appointment end date: 09/30/2028
• Hours per week: 40
• Months per year: 12
• Position Number: 008037
• NC Salary Grade Equivalency: NC07
• Classification Title: Student Services Specialist - Journey
• Working Title: Enrollment Services Specialist
• Salary Range: $39,058 - $47,380
• Anticipate Hiring Range: $39,058 - $47,380
• FLSA Status: Non Exempt
• Division: Academic Affairs
• Department: Enrollment Management (Adm)
• Work Unit: Niner Central
• Work Schedule: Standard 8-hour shifts are scheduled within Niner Central's operating hours of 7:30 a.m. to 5:30 p.m., Monday through Friday, with a hybrid work schedule. This position may be eligible for a telework schedule once onboarding is complete and with supervisor approval. Occasional evening and weekend work is required to support recruitment, enrollment, and student events. This position may also be designated as essential personnel and required to report during university emergency or crisis operations as directed by the Chancellor.
• Primary Purpose of Position: The Niner Central Enrollment Services Specialist provides comprehensive, student-centered support across Financial Aid, Registration, Student Accounts, Residency, and related university services. The position independently interprets and applies established policies, procedures, and requirements to resolve routine, complex, and non-standard student issues within delegated authority while providing coordinated, holistic guidance that supports student success. As a cross-functional resource, the position works across multiple Enrollment Management disciplines to identify related student needs, minimize unnecessary referrals, and promote first-contact resolution. The position also supports colleagues through knowledge sharing and training and contributes to service delivery, operational processes, outreach initiatives, and continuous improvement efforts that enhance the student experience.
• Minimum Education/Experience:
  • Bachelor's degree; or equivalent combination of education and experience. All degrees must be received from appropriately accredited institutions.
  • Note: Some state job postings state you can qualify by an 'equivalent combination of education and experience.' If that language appears above, then you may qualify through either years of education OR years of directly related experience, OR a combination of both.
• Essential Job Duties:
  • Provides comprehensive, student-centered service across Financial Aid, Registration, Student Accounts, Residency, and related university services, delivering coordinated guidance and promoting first-contact resolution whenever possible.
  • Independently interprets and applies established federal, state, UNC System, and University policies, regulations, procedures, and business processes to resolve routine, complex, and non-standard student issues within delegated authority.
  • Reviews and analyzes student records, financial and enrollment information, and related documentation across multiple university systems to identify issues, determine appropriate actions, and coordinate services that support student success.
  • Delivers accurate, responsive, and professional service through multiple channels, including phone, email, chat, text, virtual appointments, and in-person interactions, using effective communication, active listening, conflict resolution, and de-escalation techniques.
  • Coordinates with campus partners to resolve cross-functional issues and facilitates appropriate consultations, warm handoffs, and escalations while supporting continuity of service through resolution.
  • Utilizes Salesforce, Banner, TouchNet, along with a high volume of other university, State of NC, and federal systems to research and process student requests and maintain complete, accurate, and timely documentation of student records, interactions, and case activity.
  • Identifies recurring student issues, service barriers, and operational trends and recommends improvements to processes, workflows, communications, technology, and service delivery.
  • Supports organizational knowledge and operational consistency through onboarding, training, mentoring, knowledge sharing, and cross-training activities.
  • Participates in departmental initiatives, projects, outreach activities, and program or technology enhancements by providing operational input, testing processes and system changes, identifying issues, and supporting implementation.
  • Protects the confidentiality and integrity of student information and complies with applicable federal, state, UNC System, and University privacy, security, and records requirements, including FERPA and PCI requirements.
  • Supports recruitment, enrollment, orientation, registration, and other university events and operational needs as assigned.
• Other Work Responsibilities:
  • Successfully complete required onboarding and training, and demonstrate satisfactory progress through established training milestones and assessments.
  • Achieve defined proficiency in assigned student service areas within 90 days following completion of initial training, as measured by established departmental performance, quality, accuracy, and knowledge standards.
  • Build positive, professional relationships with students, families, colleagues, and campus partners through effective communication, empathy, collaboration, and a student-centered approach.
  • Manage multiple priorities and competing demands in a fast-paced, technology-enabled environment while maintaining accuracy, productivity, attention to detail, and service quality.
  • Apply critical thinking, sound judgment, and problem-solving skills to research issues, evaluate information, and determine appropriate actions within established policies, procedures, and delegated authority.
  • Demonstrate adaptability and resilience in response to changing priorities, processes, technologies, service demands, and organizational needs while maintaining professionalism and accountability.
  • Work collaboratively across functional areas, share knowledge and expertise, and contribute to a supportive team environment that promotes consistency, effective service delivery, and student success.
  • Seek, receive, and apply constructive feedback and actively participate in ongoing learning, professional development, training, and cross-training to build and maintain proficiency across assigned service areas.
  • Recognize and communicate opportunities to improve the student experience, service delivery, processes, and operational effectiveness.
  • Perform other duties and responsibilities as assigned to support departmental priorities, university initiatives, and evolving student and operational needs.
• Departmental Preferred Experience, Skills, Training/Education:
  • Experience in higher education, student services, enrollment management, financial aid, student accounts, registration, or a similarly complex service-oriented environment.
  • Experience providing customer service in a high-volume, multi-channel environment using phone, email, chat, text, virtual, and/or in-person service channels.
  • Experience interpreting and explaining policies, procedures, regulations or complex information and applying established guidance to resolve customer or client issues, exercising sound judgment within established guidelines, and recognizing when consultation or escalation is appropriate.
  • Strong written and verbal communication skills, with the ability to communicate complex information clearly, accurately, and in a customer-friendly manner.
  • Experience using CRM, student information, case management, or other enterprise systems; experience with Salesforce, Banner, TouchNet, or similar systems is preferred.
• Necessary Licenses or Certifications: None specified.
• Work Location: 380 Cone Center
• Posting date: 08/14/2026
• Closing date: 08/23/2026
• Proposed Hire Date: 09/14/2026

Special Notes to Applicants

• You don't have to already know Financial Aid + Registration + Student Accounts + Residency - that's helpful if you do, but we can train. You do need to demonstrate that you can learn complex information, interpret rules, navigate numerous technology applications, exercise judgment, communicate exceptionally well, and function effectively under significant demand.
• That's the candidate profile we tried to write this for with a journey description and a working title of Enrollment Services Specialist.
• The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report.
• The Search Committee will not contact references without first verifying permission with the finalist.
• UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits/benefits-overview/

Posting Specific Questions

1. * How did you hear about this employment opportunity?
   • UNC Charlotte Website
   • HERC Job Board
   • Inside Higher Education
   • Mitratech Circa (formerly known as Local JobNetwork)
   • Another Website
   • Agency Referral
   • Advertisement/Publication
   • Personal Referral
   • Other
2. Where did you learn about this posting? (Open Ended Question)
3. * Do you have a bachelor's degree or equivalent combination of education and experience? All degrees must be received from appropriately accredited institutions.
   • Yes, a bachelor's degree from an appropriately accredited institution
   • Yes, associate Degree from an appropriately accredited institution with 2 years of relatable work experience
   • Yes, high school diploma/GED with 4 years of relatable work experience
   • No
4. * Do you have customer service experience in a high-volume capacity? If so, please explain your experience. (Open Ended Question)
5. * Describe your experience interpreting policies, procedures, or regulations to resolve customer or client issues. (Open Ended Question)
6. * Please describe any experience you have working in higher education, student services, enrollment management, financial aid, registration, student accounts, or a related field. If you do not have higher education experience, describe a comparable environment where you provided complex customer support. (Open Ended Question)
7. * Please describe your experience using customer relationship management (CRM) systems or other enterprise software (e.g., Salesforce, Banner, Workday, ServiceNow, PeopleSoft, etc.). Include the systems you have used and how you utilized them in your work (Open Ended Question)
8. * This position requires simultaneously navigating multiple computer systems while providing service through phone, email, chat, and other communication channels. Please describe your experience managing multiple technologies while delivering accurate and timely customer service. (Open Ended Question)
9. * This position requires the ability to work an assigned 8-hour shift scheduled between 7:30 a.m. and 5:30 p.m., Monday through Friday, with occasional evening and weekend hours to support recruitment, enrollment, and student events. Are you able to meet this scheduling requirement?
   • Yes
   • No
10. * Please describe your experience working in a collaborative, team-based environment where you partnered across departments to resolve customer or client issues. (Open Ended Question)

Applicant Documents

1. Resume / Curriculum Vitae
2. Cover Letter / Letter of Interest
3. Contact Information for References

Optional Documents