One Stop Program Coordinator II

University of Houston; Houston (TX); Hybrid; USD 25,000 - 28,000; Full time

Job summary

University of Houston is seeking a seasoned One Stop Counselor to coordinate front-line student support across Financial Aid, Billing & Payments, and the Office of the Registrar. You will act as the first point of contact for prospective and current students, interpreting institutional and regulatory rules to provide accurate guidance at first contact.

The role requires experience in higher education enrollment services, strong multitasking ability, and a commitment to confidentiality while

Qualifications

• Ability to analyze and interpret procedures, policies and practices

Responsibilities

• Serve as front-line University of Houston’s One Stop, delivering student-focused support across Financial Aid, Billing & Payments, and the Registrar.
• Coordinate daily front-line operations for One Stop, manage queues, set service priorities, and ensure SLAs are met.
• Provide cross-functional counseling between aid, billing, and registration to minimize student runaround and support timely degree progression.
• Maintain up-to-date knowledge of university information, policies, and regulations; refer students to appropriate offices as needed.

Skills

Multi-tasking

Organization

Interpersonal skills

Problem solving

Communication

Education

Associate's degree or certification in a technical specialty

Job description

Department: Integrated Enrollment Services Salary : $18.32 - $20.60

Description

Coordinates and provides senior-level administrative support to an ongoing program at the University.

1. Coordinates program to ensure that implementation and prescribed activities are carried out in accordance with specified objectives.
2. Participates in planning and develops methods for program implementation and administration, coordinates program activities and processes.
3. Reviews program records and reports of activities.
4. Recommends modifications to methods or procedures as required.
5. Prepares recurring and ad hoc program reports for management use.
6. Assists in preparing reports, proposals, manuals, and other documentation as required for the program.
7. Participates in budget planning and is responsible for controlling expenditures in accordance with budget allocations for the program.
8. Conducts formal training or gives instruction regarding program policies and procedures.
9. Interacts with faculty, staff and students to promote the goals and objectives of the program.
10. Develops and maintains database on research studies, policy issues, etc.
11. Performs other job-related duties as required.

MQ: Education: Requires the ability and knowledge for analysis and interpretation of procedures, policies and practices attainable through specific education and/or training programs in a specialty or technical field. Advanced vocational or electronic skills or a basic knowledge of a professional field is required. An Associate's degree or certification/licensing in a technical specialty program of over 18 months and up to 3 years duration are characteristic of this field. Experience: Requires a minimum of one (1) year of directly job-related experience.

Additional Job Posting Information

• Department is willing to accept education in lieu of experience.
• Department is willing to accept experience in lieu of education.

zAdditional Responsibilities:

Serve as the front-line University of Houston’s One Stop, delivering seamless, student focused support across Financial Aid, Student Business Services (billing & payments), and the Office of the University Registrar (records & registration). Acting as the first point of contact for prospective and current students, alumni, parents, faculty, and staff. The One Stop Counselor also interprets institutional, state, and federal regulations to provide accurate guidance and resolve complex issues at first contact—while maintaining strict confidentiality. Staff will provide exceptional customer service in-person at the Welcome Center and virtually via the Call Center and ticket resolution system.

• Coordinate daily front line operations for the OneStop, balancing virtual, call and in person queues, setting service priorities, and ensuring adherence to service level targets.
• Provide cross functional counseling that connects the dots between aid, billing, and registration to minimize student runaround and support timely degree progression.
• Maintains a high level of working knowledge of university information, organization, opportunities and policies. Stay abreast of federal, state and institutional rules and regulations.
• Responsible for referring students to appropriate home offices or other offices on campus as needed.

The ideal candidate for this position should possess the following:

• Higher Education experience, Enrollment Services preferred
• Experience with employee training and on-boarding, including planning, executing and assessment
• Service leadership skills including mutual respect, active listening, and responsiveness.
• Must be a multi-tasker, organized, and able to work in a fast-paced, high-pressure environment
• Strong interpersonal and problem-solving skills.
• Ability to clearly interpret and implement policies and procedures.
• Ability to interact with all levels of internal and external constituents.

NOTE: We will maintain your confidentiality and notify you in advance of making contact with any of your references.

Incomplete applications will not be reviewed.

All positions at the University of Houston-System are security sensitive and will require a criminal history check.

The University of Houston System and its universities are Equal Opportunity Institutions. Everyone is encouraged to apply.