Senior Student Success Specialist

University of North Carolina at Chapel Hill; Chapel Hill (NC); On-site; USD 55,000 - 60,000; Full time

Job summary

University of North Carolina at Chapel Hill is hiring a Senior Student Success Specialist in Heels Hub, within Enrollment Management, where you support students and families in person and online and review, route, and resolve service tickets under the university's no wrong door service model.

The role also advises on financial aid and enrollment questions, applies institutional and federal aid policy, and trains and oversees student workers who staff the hub, with strong emphasis on accuracy and

Qualifications

• Bachelor's or Master's degree with 0–2 years of experience.
• Front-line, high-volume customer service experience.
• Proficiency with Word, Excel, Outlook, Teams or Zoom, and CRM or ticketing platforms.
• Experience triaging inquiries and applying policy to varied student scenarios.
• Familiarity with PeopleSoft or Slate and process-improvement work (preferred).

Responsibilities

• Review, route, and resolve service tickets from students and families, using documented policies in a fast-paced environment.
• Counsel students on enrollment, registration, academic records, and financial aid matters.
• Create knowledge-base content and training materials, and perform quality-assurance tasks for consistency.
• Provide supervision and daily oversight for student workers supporting Heels Hub.
• Maintain FERPA-compliant documentation and report Clery Act matters as required.

Skills

Word

Excel

Outlook

Teams

Zoom

CRM

Ticketing platforms

Customer service

Policy application

Education

Bachelor's or Master's degree

Tools

PeopleSoft

Slate

Job description

University of North Carolina at Chapel Hill is hiring a Senior Student Success Specialist. The role sits in Heels Hub, the university's one-stop student services unit within Enrollment Management, where it supports students and families in person and online and reviews, routes, and resolves service tickets under the university's "no wrong door" service model. The specialist also advises students on financial aid and enrollment questions, applying institutional and federal aid policy, and trains and oversees the student workers who staff the hub.

Highlights

• Review, route, and resolve service tickets from students and families, making decisions based on documented policies and procedures in a fast-paced, high-volume environment.
• Counsel students through the student lifecycle on enrollment, registration, academic records, and financial aid matters, using professional judgment to meet immediate financial needs while upholding institutional and federal financial aid policy.
• Create knowledge-base content and training materials, and carry out quality-assurance tasks that keep service consistent across Heels Hub.
• Provide functional supervision, training, and daily oversight for the student workers who support Heels Hub operations.
• Maintain accurate documentation and protect student records in line with FERPA, the Higher Education Act, and the Internal Revenue Code, and report Clery Act crimes as a designated Campus Security Authority.
• Bachelor's or Master's degree with 0-2 years of experience, or a combination of related education and experience, plus front-line, high-volume customer service experience and proficiency with Word, Excel, Outlook, Teams or Zoom, and CRM or ticketing platforms.
• Experience triaging inquiries and applying policy to varied student scenarios, ideally in an admissions, financial aid, registrar, student accounts, or academic advising office.
• Preferred experience at a large public research university, with familiarity with student information and CRM systems such as PeopleSoft or Slate and with process improvement or service transformation work.
• Full-time permanent position at 40 hours per week with a hiring range of $55,000 to $60,000.