Enrollment Services Specialist

Job Summary Position Number 008037 Classification Title Student Services Specialist - Journey Working Title Student Services Specialist - Journey Salary Range $39,058 - $47,380 (Anticipate Hiring Range $39,058 - $47,380) FLSA Status Non Exempt Division Academic Affairs Work Unit Niner Central Work Schedule Standard 8-hour shifts are scheduled within Niner Central’s operating hours of 7:30 a.m. to 5:30 p.m., Monday through Friday , with a hybrid work schedule. This position may be eligible for a telework schedule once onboarding is complete and with supervisor approval. Occasional evening and weekend work is required to support recruitment, enrollment, and student events. This position may also be designated as essential personnel and required to report during university emergency or crisis operations as directed by the Chancellor. Primary Purpose of Position The Niner Central Enrollment Services Specialist provides comprehensive, student-centered support across Financial Aid, Registration, Student Accounts, Residency, and related university services. The position independently interprets and applies established policies, procedures, and requirements to resolve routine, complex, and non-standard student issues within delegated authority while providing coordinated, holistic guidance that supports student success. As a cross-functional resource, the position works across multiple Enrollment Management disciplines to identify related student needs, minimize unnecessary referrals, and promote first-contact resolution. The position also supports colleagues through knowledge sharing and training and contributes to service delivery, operational processes, outreach initiatives, and continuous improvement efforts that enhance the student experience. Required Minimum Qualifications Must have a bachelor’s degree or equivalent combination of education and experience. All degrees must be received from appropriately accredited institutions. (Note: Some state job postings state you can qualify by an ‘equivalent combination of education and experience.’ If that language appears above, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both.) Provides comprehensive, student-centered service across Financial Aid, Registration, Student Accounts, Residency, and related university services, delivering coordinated guidance and promoting first-contact resolution whenever possible. Independently interprets and applies established federal, state, UNC System, and University policies, regulations, procedures, and business processes to resolve routine, complex, and non-standard student issues within delegated authority. Reviews and analyzes student records, financial and enrollment information, and related documentation across multiple university systems to identify issues, determine appropriate actions, and coordinate services that support student success. Delivers accurate, responsive, and professional service through multiple channels, including phone, email, chat, text, virtual appointments, and in-person interactions, using effective communication, active listening, conflict resolution, and de-escalation techniques. Coordinates with campus partners to resolve cross-functional issues and facilitates appropriate consultations, warm handoffs, and escalations while supporting continuity of service through resolution. Utilizes Salesforce, Banner, TouchNet, along with a high volume of other university, State of NC, and federal systems to research and process student requests and maintain complete, accurate, and timely documentation of student records, interactions, and case activity. Identifies recurring student issues, service barriers, and operational trends and recommends improvements to processes, workflows, communications, technology, and service delivery. Supports organizational knowledge and operational consistency through onboarding, training, mentoring, knowledge sharing, and cross-training activities. Participates in departmental initiatives, projects, outreach activities, and program or technology enhancements by providing operational input, testing processes and system changes, identifying issues, and supporting implementation. Protects the confidentiality and integrity of student information and complies with applicable federal, state, UNC System, and University privacy, security, and records requirements, including FERPA and PCI requirements. Supports recruitment, enrollment, orientation, registration, and other university events and operational needs as assigned. Other Work Responsibilities Successfully complete required onboarding and training, and demonstrate satisfactory progress through established training milestones and assessments. Achieve defined proficiency in assigned student service areas within 90 days following completion of initial training, as measured by established departmental performance, quality, accuracy, and knowledge standards. Build positive, professional relationships with students, families, colleagues, and campus partners through effective communication, empathy, collaboration, and a student-centered approach. Manage multiple priorities and competing demands in a fast-paced, technology-enabled environment while maintaining accuracy, productivity, attention to detail, and service quality. Apply critical thinking, sound judgment, and problem-solving skills to research issues, evaluate information, and determine appropriate actions within established policies, procedures, and delegated authority. Demonstrate adaptability and resilience in response to changing priorities, processes, technologies, service demands, and organizational needs while maintaining professionalism and accountability. Work collaboratively across functional areas, share knowledge and expertise, and contribute to a supportive team environment that promotes consistency, effective service delivery, and student success. Seek, receive, and apply constructive feedback and actively participate in ongoing learning, professional development, training, and cross-training to build and maintain proficiency across assigned service areas. Recognize and communicate opportunities to improve the student experience, service delivery, processes, and operational effectiveness. Perform other duties and responsibilities as assigned to support departmental priorities, university initiatives, and evolving student and operational needs. Departmental Preferred Experience, Skills, Training/Education Experience in higher education, student services, enrollment management, financial aid, student accounts, registration, or a similarly complex service-oriented environment. Experience providing customer service in a high-volume, multi-channel environment using phone, email, chat, text, virtual, and/or in-person service channels. Experience interpreting and explaining policies, procedures, regulations, or complex information and applying established guidance to resolve customer or client issues, exercising sound judgment within established guidelines, and recognizing when consultation or escalation is appropriate. Strong written and verbal communication skills, with the ability to communicate complex information clearly, accurately, and in a customer-friendly manner. Experience using CRM, student information, case management, or other enterprise systems; experience with Salesforce, Banner, TouchNet, or similar systems is preferred. Necessary Licenses or Certifications None specified. Work Location 380 Cone Center Posting date 08/14/2026 Closing date 08/23/2026 Proposed Hire Date 09/14/2026 #J-18808-Ljbffr