Student Success Lead – Financial Aid & Services

University of North Carolina - Chapel Hill; Elkins Hills (NC); Sur place; USD 55 000 - 60 000; Plein temps

Résumé du poste

University of North Carolina at Chapel Hill seeks a Senior Student Success Specialist for Heels Hub, a OneStop student services unit within Enrollment Management. You will deliver a seamless, student-centered service experience through in-person and digital channels, including ticket routing and knowledge-base maintenance.

The role requires strong customer service skills, the ability to triage inquiries, and proficiency with MS Office and CRM/ticketing platforms.

Qualifications

• Master's or Bachelor's degree and 0-2 years' experience, or equivalent combination of education and experience.
• Experience in a front-line, high-volume service environment.
• Ability to communicate clearly with diverse populations.
• Proficiency with Microsoft Word, Excel, Outlook, Teams/Zoom; familiarity with CRM or ticketing platforms.
• Experience creating written content and training materials.
• Ability to work independently, manage priorities, and maintain accuracy under pressure.
• Experience providing direction or supervision to student workers or peers.
• Knowledge of FERPA and related privacy regulations.

Responsabilités

• Provide student-centric counseling throughout the student lifecycle.
• Process student requests and route/resolve service tickets.
• Create and maintain knowledge-base content; perform quality-assurance tasks.
• Support Heels Hub operations and supervise student workers.
• Advise on policy interpretation and ensure adherence to institutional policies.

Connaissances

Customer service

Clear communication

Triage inquiries

MS Office

Content creation

Independent work

Supervision

FERPA compliance

Policy interpretation

Admissions experience

Formation

Bachelor's or Master's degree

Outils

PeopleSoft

Slate

CRM platforms

Description du poste

University of North Carolina at Chapel Hill seeks a Senior Student Success Specialist for Heels Hub, a OneStop student services unit within Enrollment Management. You will deliver a seamless, student-centered service experience through in-person and digital channels, including ticket routing and knowledge-base maintenance.

The role requires strong customer service skills, the ability to triage inquiries, and proficiency with MS Office and CRM/ticketing platforms.