Enrollment Services Specialist

Enrollment Services Specialist


Please see Special Instructions for more details.

• You don't have to already know Financial Aid + Registration + Student Accounts + Residency - that's helpful if you do, but we can train. You do need to demonstrate that you can learn complex information, interpret rules, navigate numerous technology applications, exercise judgment, communicate exceptionally well, and function effectively under significant demand.
• That's the candidate profile we tried to write this for with a journey description and a working title of Enrollment Services Specialist.
• The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report
• The Search Committee will not contact references without first verifying permission with the
  finalist.
• Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions. Do not write 'see resume' on your application when completing the job duties section.
• UNC Charlotte Benefits Information:

Position Information

General Information
Vacancy Open to
All Candidates

Employment Type
Time Limited - Full-time

If time-limited, note appointment end date
09/30/2028

Hours per week
40

Months per year
12

Position Number
008037

NC Salary Grade Equivalency
NC07

Classification Title
Student Services Specialist - Journey

Working Title
Enrollment Services Specialist

Salary Range
$39,058 - $47,380

Anticipate Hiring Range
$39,058 - $47,380

FLSA Status
Non Exempt

Division
Academic Affairs

Department
Enrollment Management (Adm)

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.

Minimum Education/Experience
Required Minimum Qualifications:

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.

Essential Job Duties

• 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
The successful candidate will demonstrate the ability to:

• 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

Work Location
380 Cone Center

Posting date
08/14/2026

Closing date
08/23/2026

Proposed Hire Date
09/14/2026

Contact Information

Special Notes to Applicants

• You don't have to already know Financial Aid + Registration + Student Accounts + Residency - that's helpful if you do, but we can train. You do need to demonstrate that you can learn complex information, interpret rules, navigate numerous technology applications, exercise judgment, communicate exceptionally well, and function effectively under significant demand.
• That's the candidate profile we tried to write this for with a journey description and a working title of Enrollment Services Specialist.
  
• The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report
• The Search Committee will not contact references without first verifying permission with the
  finalist.
• Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions. Do not write 'see resume' on your application when completing the job duties section.
• UNC Charlotte Benefits Information:
  

Posting Specific Questions

Required fields are indicated with an asterisk (*).

1. *
   How did you hear about this employment opportunity?
   • UNC Charlotte Website
   • HERC Job Board
   • Inside Higher Education
   • Mitratech Circa (formerly known as Local JobNetwork)
   • Another Website
   • Agency Referral
   • Advertisement/Publication
   • Personal Referral
   • Other
   
   
   
2. Where did you learn about this posting?
   
   

   (Open Ended Question)

3. *
   Do you have a bachelor's degree or equivalent combination of education and experience? All degrees must be received from appropriately accredited institutions.
   • Yes, a bachelor's degree from an appropriately accredited institution
   • Yes, associate Degree from an appropriately accredited institution with 2 years of relatable work experience
   • Yes, high school diploma/GED with 4 years of relatable work experience
   • No
   
   
   
4. *
   Do you have customer service experience in a high-volume capacity? If so, please explain your experience.
   
   

   (Open Ended Question)

5. *
   Describe your experience interpreting policies, procedures, or regulations to resolve customer or client issues.
   
   

   (Open Ended Question)

6. *
   Please describe any experience you have working in higher education, student services, enrollment management, financial aid, registration, student accounts, or a related field. If you do not have higher education experience, describe a comparable environment where you provided complex customer support.
   
   

   (Open Ended Question)

7. *
   Please describe your experience using customer relationship management (CRM) systems or other enterprise software (e.g., Salesforce, Banner, Workday, ServiceNow, PeopleSoft, etc.). Include the systems you have used and how you utilized them in your work
   
   

   (Open Ended Question)

8. *
   This position requires simultaneously navigating multiple computer systems while providing service through phone, email, chat, and other communication channels. Please describe your experience managing multiple technologies while delivering accurate and timely customer service.
   
   

   (Open Ended Question)

9. *
   This position requires the ability to work an assigned 8-hour shift scheduled between 7:30 a.m. and 5:30 p.m., Monday through Friday, with occasional evening and weekend hours to support recruitment, enrollment, and student events. Are you able to meet this scheduling requirement?
   • Yes
   • No
   
   
   
   
   
10. *
    Please describe your experience working in a collaborative, team-based environment where you partnered across departments to resolve customer or client issues.
    
    

    (Open Ended Question)

Applicant Documents



Required Documents

1. Resume / Curriculum Vitae
2. Cover Letter / Letter of Interest
3. Contact Information for References

Optional Documents