Enrollment Services Advisor

: The Enrollment Services Advisor must understand, explain, deliver, and enforce a wide array of enrollment policies and related services in a manner characterized by strong customer service and a student-centric approach. The position will advise and consult with individual students regarding best practices and strategies for navigating these processes, with an emphasis on pro-active, pre-emptive, and preventative approaches. Minimum Qualifications

• 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.

Essential Functions and percent of time: Student Enrollment Advising and Services: 70% Use accepted practices and exercises independent judgment to provide students and their families with guidance and enrollment services in a manner characterized by strong customer service, a student-centric approach, and a thorough knowledge of related policy, best practices, and legislation delivered through phone, face-to-face, e-mail, and other modes of communication.

• 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.

Examples of enrollment advising and services may include but are not limited to:

• 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.

Analysis and Recommendations: 10% Experience, observe, analyze and help improves the impact of policies and services on student success in these processes.

• 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.

Essential Functions and percent of time (cont'd): Training: 10% Actively participate in structured and impromptu training opportunities, as both trainer and trainee. Participate in job shadowing opportunities. Actively seek and make best use of opportunities to cross-train with intra-departmental and inter-departmental colleagues in the flow of daily business activities. Make effective use of, maintain, and contribute to shared and individual procedure documentation resources. Enrollment Services training may include, but is not limited to:

• 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

Customer Service training may include, but is not limited to:

• Active listening skills; open-ended Inquiry; precision Inquiry; mirroring; paraphrasing
• Re-framing; de-personalizing; de-escalation
• Diversity, conflict, communication, or other related trainings

Other projects/responsibilities: 10% Coordinate or assist with other projects or office duties as assigned. Examples may include, but are not limited to: special research projects, community outreach opportunities, committee service, office management tasks, team-building activities, communication plan activities, student satisfaction activities, and assisting the associate directors, director, or others.