Enrollment Representative

Mane Desk Representative

The Mane Desk Representative contributes to a culture that supports customer service, student satisfaction, retention, and student success. This position is a first level contact for students and other visitors via phone, ticketing system or in person by giving accurate and timely answers to questions about enrollment and registration, financial aid, billing and payments, and other related services. The Representative facilitates referral to academic advising, health services, student groups, academic schools, orientation, housing, dining and others. The Representative is responsible for understanding processes, procedures, events, deadlines and software for each department in the Division of Enrollment Services, and utilize tools to assist students in navigating confidential student information across multiple systems.

Essential functions include providing high level of service to students/families in person, on the phone, or the ticketing system. Responsible for answering questions, providing general information, researching solutions, and solving issues related to financial aid, enrollment, admissions, academic records, billing, and payments. Maintain knowledge and training of all Enrollment Services activities. Provide general financial aid information and instruction to students/families. Answer questions about University, state, and federal aid programs. Educate students/families on where to find information online. Provide deadlines, instructions and training to students/families to ensure submission of requirements on their account. Continually train to stay up to date on policy changes. Guide students/families through billing statements, refunds, payment plans, government forms and other financial transactions. Explain charges, deadlines, and share student account resources. Answer questions about the first-year and transfer application process, track application status, help schedule campus visits, answer general questions about academic scholarships, and verify that desired academic programs are available. Understand details of Admission events, processes and deadlines. Provide information about obtaining a certification of enrollment, logistics of academic ceremonies, degrees, enrollment, advising and grading. Assist with obtaining a transcript as a student or a third party. Explain how to drop classes, withdraw or explain the process to request first-year repeat, and direct to the appropriate forms. Advise on the Family Education Rights and Privacy Act of 1974. Assist with entering customer service data, and updating reports or spreadsheets. Make recommendations for process improvement to continually elevate service level for students. Requires analysis and compilation of data from a variety of sources. Responsible for understanding and interpreting the needs of students and providing support across all enrollment services areas. Responsible for whole student case creation and routing, utilization of available tools and follow-up/escalation as appropriate. Stay familiar with campus activities, academic programs, maps, buildings, parking info and campus contacts to aid with questions outside of Enrollment Services. Extended hours as needed during high-volume times. Evenings and weekends are mandatory throughout January, July, and August.

Qualifications include a High School diploma or equivalent is required. A Bachelor's degree is preferred. A minimum of three (3) years of experience is required. Experience working in customer service is required. Experience working and learning in a fast-paced environment is also required. Experience working in higher education is preferred. Candidate must demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies. Must also demonstrate strong written communication skills. Candidate must possess strong problem-solving skills with the ability to identify and analyze problems, as well as devise solutions. Must also have strong organizational, planning and time management skills. Candidate ability to be punctual and follow detailed instructions is required. Candidate must be able to maintain confidentiality. Candidate must possess the ability to work under pressure and de-escalate situations. Candidate familiarity with a high-volume, multi-line call center is preferred. Candidate ability to speak Spanish is preferred. Candidate must be proficient in Microsoft Outlook, Excel, PowerPoint and Word. Familiarity with PeopleSoft, QuikPay/Nelnet, CampusLogic and Slate is preferred. Ability to quickly learn new software is a plus. Sit for long periods of time Bend, squat, stand Push/pull Carry/lift 25 lbs. Handle objects (dexterity)