Enrollment Services Advisor
- Bachelor's degree completed by start date with minimum of 2 years' experience providing direct service to students in an enrollment services area, customer service, or related field.
- Demonstrated success participating as a member of an interdependent work team. Demonstrated success communicating with students and others about enrollment services or related policies and procedures. Preferred Qualifications
- Master's degree.
- Ability to navigate a complex ERP (Enterprise Resource Planning system), SIS (Student Information System), or other complex shared database environment strongly preferred.
- Minimum of 1 year of experience providing direct service to students in an enrollment services area or related field.
- Demonstrated success communicating with students and others about enrollment services or related policies and procedures.
- Perform high quality intake assessment of student needs.
- Accurately refer student to other staff member and/or service modes as applicable for the student needs.
- Reduce referrals beyond the center as applicable, by making inquiries to other campus resources on the student's behalf.
- Answer frequently asked questions efficiently and accurately.
- Provide efficient and knowledgeable express services to students, including accurate processing as applicable.
- Help students understand their available options and potential outcomes. Advise students as applicable.
- Explain policies and procedures, and their rationale.
- Enforce policies and procedures, and exercise judgment to recognize and refer to supervisor as applicable.
- Help students understand and accept responsibility for the consequences of their prior choices.
- Explain and demonstrate ownership of enrollment policies or related administrative decisions or interpretations made by this or other departments or entities.
- Read notes reflecting advising and service activities.
- Write notes reflecting advising and service activities according to department expectations.
- Registration activity for classes, and related functions.
- Records release requests.
- Seek, obtain, accept, receive, maintain eligibility for, and return loans, scholarships, and grants.
- Presentations to on-campus and off-campus partner regarding financial aid, registration, and billing.
- Meet financial obligations to the University via available payment methods and strategies.
- Apply for Ohio Residency for the purposes of paying tuition at in-state rates.
- Learn to use and increasingly using self-service resources (such as WINGS Express, Schedule Planner, WINGS, WINGS Resource Center) and electronic forms, scanning to submit paper forms, and performing other self-service functions that reduce phone calls and foot traffic.
- Request special review through appeals, petitions, escalations, or other processes.
- Other services to be determined.
- Identify policies, services, and their intersections that suggest the opportunity for process improvements.
- Collect or assist with the collection of data or case studies that help illustrate such opportunities.
- Craft and advance to supervisor descriptions, supporting evidence, and recommendations.
- Loan process and troubleshooting
- Holds management; comparing Financial Aid to bill
- Drop, Add, WD, Adjusting Aid to reflect change
- Explain applying for Financial Aid; explanation of different types of Financial Aid; waive fees; explain charges; student bill due dates
- Student installment payment plans; print Invoices; waive Late Fees
- Wright One Card deposits
- Sponsors: Vouchers, Chapter 33 (VA), International Students, and TAA
- Refunds; registrations standard, with restrictions or overrides, and for special populations
- Graduation applications; transcript requests; enrollment and other verification requests; academic, refund, and late fee petitions
- Wings, Wings Express, and other Self-Service Support; fee Assessment
- Active listening skills; open-ended Inquiry; precision Inquiry; mirroring; paraphrasing
- Re-framing; de-personalizing; de-escalation
- Diversity, conflict, communication, or other related trainings
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