Senior One Stop Counselor & Student Advocate

University of Virginia; Charlottesville (VA); Hybride; USD 47 000 - 51 000; Plein temps

Résumé du poste

The University of Virginia's One Stop is seeking a Senior Counselor to provide expert guidance in undergraduate admissions, student accounts, financial aid, and academic records. You will lead complex case resolutions, mentor counselors, and represent One Stop on cross-functional initiatives to improve student service.

Based in Charlottesville with a hybrid work schedule, this role requires strong policy knowledge, de-escalation skills, and a commitment to inclusive, student-centered service for

Qualifications

• Bachelor's degree required; relevant experience may substitute in lieu of degree.
• At least two years of specialized customer service experience.

Responsabilités

• Serve as subject matter expert on University policies and services to support students and families.
• Resolve escalated and complex concerns through multiple channels with sound judgment.
• Fulfill Counselor-on-Duty responsibilities by triaging concerns and coordinating resolution.
• Provide guidance to One Stop Advisors on complex questions and service delivery.
• Model high standards for responsiveness and student-centered service.
• Identify barriers to student success and develop action plans and interventions.
• Collaborate with Enrollment and University colleagues to balance student needs with requirements.
• Support frontline operations across channels during high-demand periods.
• Identify opportunities to improve processes and the student experience.
• Represent the One Stop on committees and cross-functional initiatives.

Connaissances

Customer service

Communication

De-escalation

Mentoring

Formation

Bachelor's degree

Outils

Microsoft Office

Salesforce

Slate

PeopleSoft

Vonage

Zoom

Description du poste

The University of Virginia's One Stop is seeking a Senior Counselor to provide expert guidance in undergraduate admissions, student accounts, financial aid, and academic records. You will lead complex case resolutions, mentor counselors, and represent One Stop on cross-functional initiatives to improve student service.

Based in Charlottesville with a hybrid work schedule, this role requires strong policy knowledge, de-escalation skills, and a commitment to inclusive, student-centered service for