Enrollment Support Specialist (Student Support Specialist)

ENROLLMENT MANAGEMENT (IN-ENRL-IUINA)

Optimizing our enrollment mix is crucial to the long-term viability of Indiana University (IU) Indianapolis. There are several factors that influence a student’s college choice, persistence, graduation, and success. The Division of Enrollment Management is comprised of over 100 full‑time staff in the Office of Undergraduate Admissions, Office of Financial Aid and Scholarships, Office of the Registrar, Office for Veterans and Military Personnel, as well as other areas supporting student enrollment. The Division also oversees and provides insight for its enrollment operations for the Fort Wayne and Columbus campuses. The Division is looking for individuals who value and embrace innovation, change, and entrepreneurial mindsets and approaches in advancing the mission of IU Indianapolis. Department‑Specific Responsibilities Provides critical frontline support for the IU Indianapolis Office of Undergraduate Admissions through a variety of customer‑service interactions (phone calls, e‑mail, walk‑ins). Acts as the first point of contact for prospective students and their families, while also serving as the initial point of contact for admissions‑related inquiries from students, staff, and third parties. Provides excellent customer service to help meet overall Enrollment Management goals. Learns and maintains working knowledge of the Undergraduate Admissions process as it pertains to all student types. Interprets and explains a wide range of university and governmental policies and procedures involving admission related inquiries on various mediums of communications. Collaborates with peers and professionals across campus to provide a positive transition for high school students and transfer students to IU Indianapolis. Utilizes analytical skills by evaluating current procedures and determining effectiveness through the use of data and research. Serves as an information resource to prospective students and their families, as well as campus stakeholders. Ensures proper packaging and mailing of admissions materials for IU Indianapolis. Uses critical thinking skills to troubleshoot applicant inquiries, while analyzing barriers that may arise in the process. Identifies and resolves complex issues in accordance with Admissions policies and procedures. Maintains data and student information confidentiality in accordance with the Family Educational Rights and Privacy Act (FERPA). Assists student staff with the retention of evolving application information. Provides guidance and support for student staff in area of specialization. Maintains a positive attitude in an ever‑evolving workplace. Provides honest and constructive critique to develop team environment. Completes ad hoc projects and responsibilities related to admissions. General Responsibilities Develops and implements programs and initiatives that offer support for students in crisis, facing adversity or challenges, or who belong to an under‑represented or minority student population. Interfaces directly with students by attending student programming events, advising student organization leaders, meeting 1‑on‑1 to discuss support needs, and gathering satisfaction feedback from student participants to implement into future student services initiatives and objectives. Places an emphasis on confidentiality of student concerns, university policy compliance, and a culture of care within all direct student interactions. Collaborates with staff in own department and other departments, as well as academic and campus leaders, on shared student support goals, often coordinating funding to sponsor student programs and initiatives. Projects outcomes for support services offered at the program, department/division, or campus level. Measures and evaluates effectiveness of student support initiatives against projected outcomes; may prepare reports on impact to students and budget and may present to stakeholders on effectiveness and to secure funding for initiatives moving forward. May serve on committees and perform student support research across the field of higher education and at peer institutions to identify and recommend best practices. Plans and coordinates communications for student support initiatives to ensure student participation, inclusion, and engagement. Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required Bachelor’s degree in education, public affairs, public health, counseling, social work, business, or related field. Preferred Master’s degree in higher education student affairs or related field.

WORK EXPERIENCE

Some experience in student services, higher education, social work, counseling, law, or related field. 1 year in admissions, education, customer service, office experience, or related field.

SKILLS

Required Proficient written and verbal communication skills. Maintains a high degree of professionalism. Demonstrates time management and priority setting skills. Demonstrates a high commitment to quality. Possesses flexibility to work in a fast paced, dynamic environment. Seeks to acquire knowledge in area of specialty. Demonstrates ability to maintain confidential information. Ability to simultaneously handle multiple priorities. Demonstrates excellent judgment and decision making skills. Demonstrates customer service skills. Knowledge of student development, counseling, or career development theories and practices. Knowledge of current needs and trends of diverse student populations. Ability to advise students individually and in groups on student‑related matters. Ability to build strong partnerships with students and other university departments. Preferred Excellent customer service skills including good listening, quick/informed decision making, commitment to quality, and ability to handle a wide range of personalities and situations natural to working on a large team with the public. Ability to perform various tasks simultaneously with consistently high accuracy. Familiarity with Microsoft software and applications. Ability to take initiative. Ability to maintain reliability, flexibility, positive attitude, and ability to handle stress and confidential information/materials. Experience working with complex data or technology. Knowledge of the University organization, student information system, and procedures/policies is desirable. This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation. IU Indianapolis Indianapolis, Indiana $43,888 - $45,000 annually

BENEFITS

Comprehensive medical and dental insurance Health savings account with generous IU contributions Healthcare and dependent care flexible spending accounts Basic group life insurance paid by IU Voluntary supplemental life, long‑term disability, critical illness, and supplemental accidental death & dismemberment insurance Base retirement plan with generous IU contributions, subject to vesting Voluntary supplemental retirement plan options Tuition subsidy for employees and family members taking IU courses 10 paid holidays plus a paid winter break each year Generous paid time off plans Paid leave for new parents and IU‑sponsored volunteer events Employee assistance program (EAP) Career Level: Core FLSA: Exempt Job Function: Student Services Job Family: Student Support Indiana University is an equal opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University Notice of Non-Discrimination which includes contact information. #J-18808-Ljbffr Indiana University