Pay Grade:  28N

Context of the job:

The Enrollment Management Contact Center (EMCC) Advisor is responsible for counseling undergraduate students, graduate students, and their families regarding various issues related to enrollment management at the University. Providing front line customer service and support for Admissions, Registrar, and Student Financial Services, the incumbent must be able to intake and process a broad understanding of enrollment management and the offices we serve.

Responsibilities:

• Educate and assist students and parents in the process of enrolling at the University, while ensuring a positive service experience.
• Communicate with students and families to assess needs relating to admissions, financial aid, and registration.
• Assist students and parents in completion of basic forms to include FAFSA, verification requirements, and other enrollment forms.
• Maintain strict confidentiality of company and personnel information.
• Demonstrate a strong commitment to the mission and values of the organization.
• Work collaboratively with team members to meet weekly and monthly goals set forth by the EMCC Associate Director.
• Perform other duties as assigned.

Qualifications:

• Bachelor’s degree plus two years of experience in a customer service position, or equivalent combination of experience and education.
• Highly developed sense of integrity and commitment o student satisfaction
• Ability to communicate clearly and professionally, both verbally and in writing.
• Ability to handle complaints and diffuse difficult conversations.
• Strong decision making and analytical abilities
• Strong attention to detail
• Demonstrated time management and organizational skills
• Ability to manage multiple, competing tasks and deliver accurate and courteous service in a fast-paced and time sensitive environment
• Ability to adapt to changing and competing priorities
• Demonstrate initiative and adaptability to change
• Ability to work independently and efficiently
• Ability to maintain highly sensitive, confidential academic and financial information in accordance with FERPA guidelines
• Proficiency using software programs such as MS Word, PowerPoint, Excel, and Outlook