Enrollment Services Specialist

Wayne State University; Detroit (MI); On-site; USD 62,000 - 66,000; Full time

Job summary

Wayne State University is seeking an experienced Enrollment Services Specialist for its Detroit campus to provide high-quality customer service across financial aid, registration, admissions, and student accounts. Responsibilities include resolving complex student issues, guiding students through policies, and acting as a liaison among students, parents, and university offices.

The role requires effective communication, strong organizational skills, and the ability to work in a fast-paced

Qualifications

• Two years of customer service experience, preferably in an educational setting.
• Strong communication and problem-solving skills.
• Ability to handle sensitive information with confidentiality.
• Experience with a web-based student information system.

Responsibilities

• Identify and resolve complex student issues related to financial aid, registration, admissions, and student accounts.
• Provide accurate information on enrollment policies and exceptions.
• Answer inquiries in-person, by phone, and by email; liaison between students and offices.
• Participate in rotating call center and front counter duties.
• Review enrollment records following FERPA and university policies.
• Record data accurately and document services provided.
• Provide referrals for students and parents.
• Update staff on service issues and participate in training.
• May work evenings and weekends.

Skills

Customer service

Communication

Active listening

Problem solving

Education

Bachelor's degree or equivalent

Job description

Enrollment Services Specialist

Wayne State University is searching for an experienced Enrollment Services Specialist at its Detroit campuslocation.

Wayne State is a premier, public, urban research university locatedin the heart of Detroit, Michigan where students from allbackgrounds are offered a rich, high-quality education. Ourdeep-rooted commitment to excellence, collaboration, integrity,diversity and inclusion creates exceptional educationalopportunities which prepare students for success in a globalsociety.

POSITION PURPOSE

Promote and provide quality customer service in multiple areas,including but not limited to financial aid, registration,admissions, and student accounts, via telephone, email, orin-person. Resolve complex student issues in a timely andprofessional manner.

ESSENTIAL JOB FUNCTIONS

• Identify and resolve complex student issues relating to financial aid, registration, admissions, student accounts and other student service processes.
• Identify obstacles to student success and provide feedback toappropriate units.
• Disseminate accurate information concerning students’ status andprocedures for requesting exceptions to enrollment or financialpolicies.
• Answer in-person, telephone and email inquiries and act as aliaison between students, parents, and other universityoffices.
• Participate in rotation of assignments between a call center andfront counter.
• Review individual student enrollment records and accountsfollowing federal, state, and outside agency guidelines as well asUniversity policies. Maintain confidentiality of studentinformation according to FERPA and University guidelines, andcomply with University policies including Acceptable Use ofInformation Technology Resources.
• Accurately record data received and document information andservices provided.
• Clarify students’ concerns and respond appropriately to sensitiveinquiries or complaints.
• Provide individual students with information concerning mattersthat may affect their enrollment or financial status.
• Provide appropriate referrals for students, parents, andothers.
• Process transactions to record data received or to providewritten documentation of information and/or a serviceprovided.
• Update and discuss service-related issues with Center team andstudent service department staff. Participate in monthly update andtraining sessions.
• May be required to work evenings and occasional weekends.
• Perform related work as assigned.

ADDITIONAL COMMENTS

This classification is designed to provide quality customer service in varied areas of student services through email, phone and to walk in customers. Positions assigned this classification level require applicants with a history of customer service success as well as excellent communication and problem solving skills. Incumbents will rotate from a call center to a customer service counter and report directly to a Manager level position.

QUALIFICATIONS

• Graduation from an accredited college or university or anequivalent combination of education and/or experience.
• Two years previous experience in providing customer service,preferably in an educational setting.
• Demonstrated history of superior customer service skills and ability to manage difficult customer situations.
• Strong organizational skills and attention to detail.
• Ability to communicate effectively orally and in writing.Demonstrates active listening skills, and the ability to clarifystudents’ concerns and respond appropriately to sensitive inquiriesor complaints
• Experience working with a web-based student information systemand experience navigating websites to locate information.
• Excellent customer service skills and ability to manage difficultor emotional customer situations.
• Ability to work effectively in a fast-paced environment, both inperson and on the telephone.
• Ability to analyze financial or other quantitative data andcommunicate the information accurately to customers.
• Ability to review forms for accuracy.

School/College/Division

H7502 - Enrollment Services Center

Primary department

H7502

Employment type

• Regular Employee
• Job type: Full Time
• Job category: Staff/Administrative

Funding/salary information

• Compensation type: Annual Salary
• Hourly rate:
• Salary minimum: $61,667
• Salary hire maximum: $65,645

Job openings

• Number of openings: 1
• Reposted position: No
• Reposted reason: None (New Requisition)
• Prior posting/requisition number:

Background check requirements

University policy requires certain persons who are offeredemployment to undergo a background check, including a criminalhistory check, before starting work. If you are offered employment,the university will inform you if a background check isrequired.