Enrollment Services Specialist

Job Description The Enrollment Services Specialist is responsible for providing wide-ranging, front-facing customer service support to university constituents (i.e., prospective and current students, families, faculty, and staff) for the following student services offices: admissions, housing, financial aid, registrar, student accounts, and new student experiences. Responsibilities Counsel, advise, investigate, and resolve inquiries and issues presented by potential, current, and former students, parents, faculty, staff, various third parties, and the general public. Accurately and efficiently deliver comprehensive customer service support about course enrollment/registration information, academic records, financial aid, billing and payment, and residence life with a focus on student success and retention. Provide proactive, start-to-finish student/customer service using independent professional judgment and discretion in simple and minimally complex issues related to all supported offices. Ability to analyze processes and procedures, problem solve and think critically. Facilitates the use of virtual waiting line technology, message/announcement board(s) to communicate department-specific and broad campus messaging, and website maintenance. Possess beginner to intermediate knowledge of and skills with technology including software programs for communication, data collection, student information systems, and customer relationship management (CRM), including but not limited to PeopleSoft, Microsoft Office/365, Student Financial Planning, ImageNow, Monday.com, Zendesk, Ocelot, QTrac, etc. Accept, receive, sort, and appropriately process or route required documents presented by student(s) for partner offices. Represent enrollment services and the one stop during annual days/programs, events, conferences, etc., and complete special projects and initiatives as assigned. Ability to communicate effectively by speaking and writing clearly, concisely, and professionally; practice active listening; read critically, and adapt communication for our diverse audience. Ability to respond to customers quickly, accurately, and congenially. Sensitive to cultural diversity and recognizes personal biases to inform appropriate responses to culturally diverse situations, demonstrating a commitment to equity and inclusion, and respectful interactions with persons of diverse ethnic, cultural, socio-economic, and educational backgrounds (ability to communicate and interact effectively with people of all ages and identities). Perform other duties as assigned Minimum Qualifications Bachelor’s degree preferred. Prior higher education work experience, specifically within a student services office (e.g., admissions, bursar/student accounts, financial aid, housing, registrar, retention, etc.). Excellent oral and written communication skills. Research and troubleshooting skills. Must be able to meet expectations in a fast-paced, customer-oriented environment. Superior customer service skills and philosophy. Positive attitude and professional demeanor. Manage data using a variety of applications. Communicate and interact effectively with people of all ages and identities. Report to campus and other university events as needed (some evenings and weekends may be required). This is not a remote position. Work independently and collaboratively with the ability to prioritize tasks and adjust to the needs of the department, division, and university. Benefits Benefits include medical, dental, prescription, long-term disability, accidental death and dismemberment insurance and life insurance; paid time for paid sick leave, annual leave, and personal leave; 12 paid holidays per year, tuition remission; employer-funded pension and supplemental retirement accounts. Equal Employment Opportunity Bowie State University shall not discriminate against any individual on the basis of race, color, religion, age, ancestry or national origin, sex, sexual orientation, disability, marital status or veteran status. All policies, programs, and activities of Bowie State University are and shall be in conformity with all pertinent Federal and state laws of nondiscrimination including, but not limited to: Title VII of the Civil Rights Act of 1964, as amended, Title IX of the Education Amendments of 1972, the Equal Pay Act of 1963, the Age Discrimination Act, Sections 503 and 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act of 1990, Federal Executive Order No. 11375, and Article 49B of the Annotated Code of Maryland. This commitment applies in all areas and embraces faculty, staff, and students. Equal opportunity of access to academic and related programs shall be extended to all persons. Bowie State University shall have as its firm objective equal opportunity in recruitment and hiring, rate of pay, all other promotions, training, retention and dismissals, for all employees and applicants for employment. The University will stress equal access for employees and applicants for employment to all programs and services provided by the University both on and off campus. The University will also provide equal opportunity and an atmosphere of nondiscrimination with respect to women and members of minority groups in all its operations. In addition, the University shall promote equal opportunity and equal treatment through a positive and continuing affirmative action program. The University makes, and will continue to make, reasonable accommodations to promote the employment of qualified individuals with disabilities and disabled veterans, unless such accommodations would impose an undue hardship on the University’s business. In addition, employees and applicants will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged in, or may have engaged in, activities such as filing a complaint, assisting or participating in an investigation, compliance review or hearing, or opposing any act or practice made unlawful, or exercising any other right protected by Section 503 of the Rehabilitation Act of 1973, as amended or the Vietnam Era Veterans Readjustment Assistance Act of 1974, as amended. #J-18808-Ljbffr